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 386975 results
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Decision Reference DRN-5976762
30 Dec 2025 Santander UK Plc Not upheldMortgagesDRN-5976762 The complaint Mr S complains that he was refused a Buy To Let mortgage for a rental property he owns, by Santander UK Plc. Mr S said he knew that his ex-wife’s circumstances were identical, but she’d been able to remortgage with Santander, so he didn’t think that was fair. W... (3 pages)View decision -
Decision Reference DRN-5811783
30 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5811783 The complaint Ms K has complained about Liverpool Victoria Insurance Company Limited (LV). She isn’t happy that it recorded a claim on her policy and about her increase in premiums. What happened Ms K contacted LV as she was considering making a claim under her insurance pol... (2 pages)View decision -
Decision Reference DRN-5970055
30 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5970055 The complaint Mr B has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy that it increased his premium after he took out his motor insurance policy. What happened Mr B took out his motor insurance policy with Admiral insurance. But when it looked to chec... (2 pages)View decision -
Decision Reference DRN-5863106
30 Dec 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5863106 The complaint Miss D complains about the quality of a vehicle that was supplied through a hire purchase agreement with Santander Consumer (UK) Plc (Santander). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional ... (6 pages)View decision -
Decision Reference DRN-6032507
30 Dec 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-6032507 The complaint Mr A and Mrs M have complained that Great Lakes Insurance UK Limited (trading as Virgin Money) didn’t carry over their medical declaration details at the 2024 renewal of their annual travel insurance policy, thereby invalidating their cover. As it is Mr A lead... (2 pages)View decision -
Decision Reference DRN-5851863
30 Dec 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5851863 The complaint Mrs B complains about the mis-sale of a fixed sum loan agreement she entered into with Santander Consumer (UK) Plc. What happened In November 2024, Mrs B entered into a fixed sum loan agreement for £1,095 with Santander. The loan was related to a warranty produ... (3 pages)View decision -
Decision Reference DRN-6023909
30 Dec 2025 Personal Touch Financial Services Limited UpheldInsuranceDRN-6023909 The complaint Miss B is unhappy with the sale of her personal protection insurance by Personal Touch Financial Services Limited. What happened Miss B was sold two personal protection policies by Personal Touch - a new life and critical illness insurance policy and an incom... (3 pages)View decision -
Decision Reference DRN-5849422
30 Dec 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5849422 The complaint Mr P complains about the quality of a vehicle that was supplied through a motor finance agreement with MONEYBARN NO.1 LIMITED (MB). What happened In December 2024, Mr P acquired a used van through a conditional sale agreement with MB. The van was about three ye... (5 pages)View decision -
Decision Reference DRN-6047701
30 Dec 2025 Interactive Brokers (U.K.) Limited Not upheldPensions and AnnuitiesDRN-6047701 The complaint Mr N complains that Interactive Brokers (U.K.) Limited (‘IBUK’) didn’t tell him at any point about its decision to restrict the types of trade customers using their self-invested personal pension (‘SIPP’) could make. He says this prevented him from executing hi... (6 pages)View decision -
Decision Reference DRN-5906888
30 Dec 2025 Goldman Sachs International Bank Not upheldBanking and PaymentsDRN-5906888 The complaint Mr W complains Goldman Sachs International Bank trading as Marcus by Goldman Sachs (“Marcus”) hasn’t refunded funds he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key... (4 pages)View decision