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 384134 results
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Decision Reference DRN-5129023
8 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5129023 The complaint Mr M has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In 2022, Mr M entered into a cryptocurrency investment scheme after responding to an advert. Unfortunately, this turned out to be a scam.... (2 pages)View decision -
Decision Reference DRN-5242239
8 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5242239 The complaint Mr K complains about a car he leased with Stellantis Financial Services UK Limited trading as Free2Move Lease (‘SF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my ro... (3 pages)View decision -
Decision Reference DRN-5497330
8 Jul 2025 Phoenix Life Limited Not upheldInsuranceDRN-5497330 The complaint Mr W complains that Phoenix Life Limited (Phoenix) are continuing to take premiums on his four Whole of Life policies when he’s already paid more in premiums than the total sum assured. What happened The background to this complaint is well known to all partie... (2 pages)View decision -
Decision Reference DRN-5385850
8 Jul 2025 Mortgage Intelligence Ltd Not upheldMortgagesDRN-5385850 The complaint Miss W complains about mortgage advice given to her by Mortgage Intelligence Ltd (MI). She says she was led to believe she could borrow more than she could and made a number of future decisions based on this, which has now caused her a loss. What happened Miss ... (4 pages)View decision -
Decision Reference DRN-5532329
8 Jul 2025 Santander UK Plc Not upheldMortgagesDRN-5532329The complaint X complains that Santander UK Plc declined their application to port their entire mortgage balance and charged them an early repayment charge (ERC). What happened X took a five-year fixed rate mortgage with Santander in April 2022. In 2023, X decided to start plann... (4 pages)View decision -
Decision Reference DRN-5572051
8 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5572051 The complaint Mr B has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under his home emergency policy. What happened Mr B contacted Aviva to send an engineer to deal with a leak. An engineer visited and left without finding a leak. A few months late... (3 pages)View decision -
Decision Reference DRN-5677382
8 Jul 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5677382 The complaint Miss S is unhappy that Specialist Motor Finance Limited (“SMF”) didn’t reimburse the costs she incurred as a result of her car being of unsatisfactory quality. When I refer to what Miss S and what SMF have said, it should also be taken to include things said o... (4 pages)View decision -
Decision Reference DRN-5320767
8 Jul 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5320767 The complaint Mrs G is unhappy that a car supplied to her under a hire agreement with Volvo Car UK Limited didn’t have the service plan she requested. What happened On 3 June 2023, Mrs G ordered a new car which was to be supplied through a hire agreement with Volvo. Mrs G s... (3 pages)View decision -
Decision Reference DRN-5572857
8 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5572857 The complaint Mr B complains HSBC UK Bank Plc didn’t do enough to protect him when he withdrew £15,000 in cash from a branch. What happened Mr and Mrs B have a joint account with HSBC trading first direct – he says he’s been a customer for over 20 years. Mr B says he contact... (2 pages)View decision -
Decision Reference DRN-5279082
8 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5279082 The complaint Mr and Ms J complain that HSBC UK Bank Plc hasn’t reimbursed losses suffered as a result of a scam. What happened The background to this complaint is well-known to both parties and so I’ll only summarise key events here. Mr and Ms J were introduced to a busines... (5 pages)View decision
