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 370904 results
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Decision Reference DRN-5516030
11 Jul 2025 BISL Limited Not upheldInsuranceDRN-5516030 The complaint Mr O complains about BISL Limited trading as Geoffrey Car (BISL) cancelling his motor insurance policy and charging him the full year’s premium on cancellation. Any reference to BISL in this decision includes their agents. What happened In November 2024 Mr O ... (3 pages)View decision -
Decision Reference DRN-5682276
11 Jul 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5682276 The complaint Mrs P complains that Marsh Finance Limited irresponsibly lent to her. Mrs P says she had a high debt burden at the time and was reliant on credit for her day-to-day expenses. What happened I Issued a provisional decision on this complaint where I set out a det... (2 pages)View decision -
Decision Reference DRN-5686593
11 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5686593 The complaint Mr A complains with the settlement Admiral Insurance (Gibraltar) Limited (Admiral) have paid for the repairs to his vehicle following a claim he made under his motor insurance policy. What happened The circumstances of this complaint will be well known to both ... (3 pages)View decision -
Decision Reference DRN-5686721
11 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5686721 Complaint Mr H is unhappy that BMW Financial Services (GB) Limited (“BMW FS”) paid his broker commission for arranging a hire-purchase agreement to facilitate his purchase of a car. He says that any commission was not disclosed to him and paid without his consent. Backgroun... (3 pages)View decision -
Decision Reference DRN-5666118
11 Jul 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5666118 The complaint Mr A complains that a car acquired under a Personal Contract Purchase (PCP) agreement with N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar wi... (5 pages)View decision -
Decision Reference DRN-5640474
11 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5640474 The complaint Mr R complains that Lloyds Bank PLC provided poor service when he visited a branch to obtain copies of statements. What happened Mr R explains that a member of staff told him to wait at a table. But when he asked after 30 minutes to an hour later what was happe... (2 pages)View decision -
Decision Reference DRN-5686645
11 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5686645 The complaint Mr I complains about the quality of a used car he acquired through a hire purchase agreement (HPA), financed by Lendable Ltd. Mr I is represented in this complaint by his mother, Ms I but, for ease, I’ll refer to Mr I directly throughout my decision. What happe... (5 pages)View decision -
Decision Reference DRN-5680434
11 Jul 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5680434 The complaint Ms S complains through a representative that Secure Trust Bank Plc trading as Moneyway (“Moneyway”) failed to carry out adequate affordability checks before it lent to her. What happened In April 2019, Moneyway provided Ms S with a hire purchase agreement for ... (4 pages)View decision -
Decision Reference DRN-5355547
11 Jul 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5355547 The complaint The trustees of a Loan Plan Trust have complained about advice they received from St James’s Place Wealth Management Plc (‘SJPWM’). They say they were given misleading information about the growth within the Loan Plan which had been poor, they had to pay tax on... (7 pages)View decision -
Decision Reference DRN-5677111
11 Jul 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5677111 The complaint Mr B complains STARTLINE MOTOR FINANCE LIMITED (“Startline”) lent to him when he couldn’t afford it. Mr B has also compliance about the lack of help and support he received from Startline when he told it he’d lost his job. What happened In August 2023, Startli... (3 pages)View decision
