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 385994 results
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Decision Reference DRN-5472382
4 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5472382 The complaint Mr P complains that the car he acquired through BMW Financial Services(GB) Limited trading as Alphera Financial Services (“BMW”) wasn’t of satisfactory quality. He wants BMW to repair the car or allow him to reject it and have his finance agreement cancelled. W... (3 pages)View decision -
Decision Reference DRN-5193788
4 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5193788 The complaint Mrs L and Mr M complain Santander UK Plc unfairly closed their account and withheld funds. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Although this is a joint account, I will mai... (5 pages)View decision -
Decision Reference DRN-5667841
4 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5667841 The complaint Mr S complains about a claim he made to Starling Bank Limited (Starling) in respect of a refund not having been processed following a return of goods purchased. What happened In January 2024, Mr S purchased a new laptop via eBay from a private seller. The lapto... (4 pages)View decision -
Decision Reference DRN-5665012
4 Jul 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5665012 The complaint Mr M complains that Scottish Equitable Plc trading as Aegon (“Aegon”) failed to efficiently manage a request that he made for the transfer of some pension savings he held with another firm. What happened I issued a provisional decision on this complaint in May ... (5 pages)View decision -
Decision Reference DRN-5659054
4 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5659054 The complaint Mr B complains about the service he received from Nationwide Building Society (NBS) after he reported his debit card as missing. What happened Mr B said he realised his NBS debit card was missing so contacted NBS to report it. He explained NBS agreed to send o... (3 pages)View decision -
Decision Reference DRN-5528521
4 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5528521 The complaint Mr O complains that Revolut Ltd didn’t do enough to protect him at a time he was falling victim to a scam and that it hasn’t refunded him since he reported it. What happened The background to this complaint is well-known to both parties and so I’ll only summar... (4 pages)View decision -
Decision Reference DRN-5655555
4 Jul 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5655555 The complaint Mr C complains about how Domestic & General Insurance Plc dealt with his claim under his ‘Sky Protect Device’ insurance policy. What happened Mr C has a Sky Protect insurance policy, insured by D&G. Around May 2024 he reported a fault with his 2 terabyt... (6 pages)View decision -
Decision Reference DRN-5586878
4 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5586878 The complaint Mr E complained because HSBC UK Bank Plc refused to refund him for cash machine withdrawals which he said he hadn’t made. What happened Mr E switched his bank account to HSBC in early October 2024. He received an email on 9 October which confirmed his new acco... (4 pages)View decision -
Decision Reference DRN-5666188
4 Jul 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5666188 The complaint Mr and Mrs S complain about Astrenska Insurance Limited’s handling of their travel insurance claim. What happened Mr and Mrs S hold an annual travel insurance policy with Astrenska. They were due to travel abroad on 26 October 2024. However, Mr S’s brother-in ... (4 pages)View decision -
Decision Reference DRN-5584656
4 Jul 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-5584656 The complaint Mr M complains about the delay in transferring the value of his pension plan provided by Quai Investment Services Limited (formerly Intelligent Money) to another pension provider. He says the delay caused him inconvenience and believes it also resulted in a fin... (4 pages)View decision
