We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381196 results
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Decision Reference DRN-5640338
29 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5640338 The complaint Mrs S complains that a car supplied to him under a hire purchase agreement with BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (AFS) is of unsatisfactory quality. What happened In August 2024, Mrs S entered into a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-5553994
29 Aug 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5553994 Complaint Mr P has complained about a personal loan Fairscore Ltd (trading as “Updraft”) which he says was unfairly lent to him. He says he was lent to at a time when he already had significant debts. Background Updraft provided Mr P with a loan for £2,500.00 in March 2023.... (3 pages)View decision -
Decision Reference DRN-5732469
29 Aug 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5732469 The complaint Mr H complains that MBNA Limited didn’t tell him that his promotional interest free rate of interest had ended. What happened On 14 September 2023 Mr H opened a credit card account with MBNA. The card had a promotional 0% interest rate for balance transfers for... (3 pages)View decision -
Decision Reference DRN-5783301
29 Aug 2025 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5783301 The complaint Mrs A complains she’s not received her annual statement from Scottish Friendly due to an issue with their IT system. Mrs A is supported by her husband in bringing this complaint. For ease, I will refer to all actions as being those of Mrs A. What happened Mrs ... (3 pages)View decision -
Decision Reference DRN-5623393
29 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5623393 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Limited dealt with a claim against his motor insurance policy. Reference to Admiral includes its agents. What happened Mr B had a motor insurance policy underwritten by Admiral. In November 2024, a named d... (4 pages)View decision -
Decision Reference DRN-5390965
29 Aug 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5390965 The complaint Mr C complains about the quality of a car that was supplied through a conditional sale agreement with Santander Consumer (UK) Plc (Santander). What happened In March 2024, Mr C acquired a used car through a conditional sale agreement with Santander. The car was... (4 pages)View decision -
Decision Reference DRN-5520526
29 Aug 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5520526 The complaint Miss T has complained that Salary Finance Loans Limited (Salary Finance) unfairly provided her with a loan. What happened On 15 November 2022, Miss T entered into a loan agreement with Salary Finance as shown below. She told Salary Finance that she wanted to c... (3 pages)View decision -
Decision Reference DRN-5379415
29 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5379415 The complaint Mr J is unhappy Lloyds Bank PLC will not refund the money he lost as the result of a scam. Mr J brought his complaint through a representative. For ease of reading, I will refer solely to Mr J in this decision. What happened As both parties are aware of the det... (4 pages)View decision -
Decision Reference DRN-5379552
29 Aug 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5379552 The complaint Miss A complains that Yorkshire Building Society (YBS) won’t refund the money she lost following a number of payments she made from her account. What happened In September 2019, Miss A made three payments out of her YBS account to her now ex- partner totalling... (3 pages)View decision -
Decision Reference DRN-5780852
29 Aug 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5780852 The complaint Mr S complains that Inter Partner Assistance SA (IPA) hasn’t paid his travel insurance claim and about its service. My references to IPA include its claim handling agents. What happened Mr S had travel insurance, insured by IPA. He made a claim in March 2023 af... (4 pages)View decision
