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 382298 results
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Decision Reference DRN-5738223
11 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5738223 The complaint Miss T has complained that Wise Payments Limited won’t refund the money that she lost after falling victim to a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise what happened relatively briefly. ... (3 pages)View decision -
Decision Reference DRN-5943540
11 Nov 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5943540 The complaint Ms B complained that RCI Financial Services Limited (which I’ll refer to as RCI) did not provide a used car in the condition it had agreed to provide it under a hire purchase agreement. She complained too that the terms of the agreement were not properly explai... (4 pages)View decision -
Decision Reference DRN-5842682
11 Nov 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5842682 The complaint Mr B complains about a car supplied to him using a hire purchase agreement taken out with Stellantis Financial Services UK Limited (“Stellantis”), formerly PSA Finance UK Ltd. What happened In April 2021, Mr B acquired a used car using a hire purchase agreemen... (4 pages)View decision -
Decision Reference DRN-5797828
11 Nov 2025 Comer & Farnan Pension and Insurance Consultants Not upheldPensions and AnnuitiesDRN-5797828 The complaint Mr H complains through a professional representative that Comer & Farnan Pension and Insurance Consultants (C&F) gave him unsuitable advice to transfer his Defined Benefit pension benefits to a personal pension. The transfer completed in 1996. What happ... (4 pages)View decision -
Decision Reference DRN-5943451
11 Nov 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5943451 The complaint Mr G is unhappy with how BUPA Insurance Limited (BUPA) handled his claim under his private medical insurance policy. He says as a result of the delays caused, he has suffered financially and emotionally. What happened Mr G is a member of his employer’s private ... (3 pages)View decision -
Decision Reference DRN-5796591
11 Nov 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5796591 The complaint Ms B’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which C&G declined. She’s also unhappy about C&G’s decision to remove her public liability cover for her pet. Overa... (2 pages)View decision -
Decision Reference DRN-5728275
11 Nov 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5728275 The complaint Mr and Mrs P complained about delays and part of their claim being declined by Fairmead Insurance Limited under their buildings insurance policy. Throughout the claim process Fairmead has hired third parties to deal with the claim on their behalf. In this decis... (3 pages)View decision -
Decision Reference DRN-5690834
11 Nov 2025 Gain Credit LLC UpheldConsumer CreditDRN-5690834 The complaint Mrs M complains that Gain Credit LLC, trading as Lending Stream, lent to her irresponsibly. What happened Mrs M took two loans with Lending Stream as follows: Loan No. Loan Amount Agreement date Settlement date Term (months) Monthly repayment 1 £49031/05/2022... (7 pages)View decision -
Decision Reference DRN-5940891
11 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5940891 The complaint National Westminster Bank Public Limited Company provided Miss A with a loan. She says the loan was provided irresponsibly. What happened Miss A complains about the loan below: Date Capital APR Term Monthly repayment October 2022£5,00028.9% 60 months £148.17 ... (2 pages)View decision -
Decision Reference DRN-5933472
11 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5933472 The complaint Ms A complains that Santander UK Plc failed to reimburse her money she lost after she says she was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In early 2024, Ms A ... (4 pages)View decision
