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 381082 results
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Decision Reference DRN-5657707
30 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5657707 The complaint Mr S complains that Nationwide Building Society (‘Nationwide’) should pay compensation for admitted poor service in connection with a FlexDirect account. What happened In brief summary, Nationwide admitted it had made an error when it incorrectly sent Mr S an a... (3 pages)View decision -
Decision Reference DRN-5552900
30 Jun 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5552900 The complaint Mr D complains that Moneybarn No.1 Limited mishandled his account when it fell into arrears and this has unfairly impacted on his credit file. What happened In January 2024 Mr D entered into a 60-month conditional sale agreement with Moneybarn for a used car. U... (3 pages)View decision -
Decision Reference DRN-5540418
30 Jun 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5540418 The complaint Mrs G has complained about Tradex Insurance Company PLC’s decision to turn her claim down under her car insurance policy, following damage to her car. And about the way it handled the claim. What happened The details of this complaint are well known to both par... (2 pages)View decision -
Decision Reference DRN-5599560
30 Jun 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5599560 The complaint Mr R opened an Individual Savings Account (‘ISA’) with St. James’s Place Wealth Management Plc (‘SJP’) in 2007. In 2017 he followed SJP’s advice to transfer his two ReAssure pensions into an SJP Retirement Account (‘RA’). The ISA and the RA included SJP’s Ongoi... (8 pages)View decision -
Decision Reference DRN-5350630
30 Jun 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5350630 The complaint Ms L complains about the customer service she received from The Co-operative Bank Plc (Co-op) when she attempted to complete an account switch. What happened Ms L was a customer of Co-op and held the equivalent of a basic bank account with it. In August 2024 ... (3 pages)View decision -
Decision Reference DRN-5570430
30 Jun 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5570430 The complaint Miss J complains STARTLINE MOTOR FINANCE LIMITED (Startline) provided her with a car under a hire purchase agreement which wasn’t of satisfactory quality. What happened Miss J took out the hire purchase agreement with Startline on 10 October 2024 in order to a... (4 pages)View decision -
Decision Reference DRN-5653962
30 Jun 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5653962 The complaint Mr B complains about the balance owed under a fixed sum loan agreement with Creation Consumer Finance Ltd. What happened In October 2021, Creation received an application for a fixed sum loan agreement in Mr B’s name. The loan application was successful and it ... (3 pages)View decision -
Decision Reference DRN-5618333
30 Jun 2025 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5618333 The complaint Miss I has complained that Somerset Bridge Insurance Services Limited trading as Go Skippy unfairly cancelled her motor insurance policy following an accident and has charged her an amount it says remains outstanding. What happened Miss I took out a car insuran... (3 pages)View decision -
Decision Reference DRN-5336236
30 Jun 2025 Vitality Life Limited UpheldInsuranceDRN-5336236 The complaint Miss T is unhappy with what happened when she made a claim on her income protection policy with Vitality Life Limited. What happened In April 2023 Miss T took out an income protection through a broker whilst arranging her mortgage. The policy was underwritten ... (4 pages)View decision -
Decision Reference DRN-5578835
30 Jun 2025 Pendragon Finance and Insurance Services Limited Not upheldConsumer CreditDRN-5578835 The complaint Mr J complains that Pendragon Finance and Insurance Services Limited misled him about the terms on which he would be able to obtain motor finance without telling him in advance. I’ll refer to it under its trading style of Evans Halshaw. What happened On 29 May ... (3 pages)View decision
