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 388057 results
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Decision Reference DRN-5463244
16 Jul 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5463244 The complaint Mr H complains that Computershare Investor Services Plc (“Computershare”) doesn’t provide a telephone share dealing service. What happened Mr H holds a share dealing account with Computershare. On 10 February 2025, Mr H called Computershare as he was unhappy th... (2 pages)View decision -
Decision Reference DRN-5695681
16 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5695681 The complaint Miss C complains Wise Payments Limited won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (3 pages)View decision -
Decision Reference DRN-5619962
16 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5619962 The complaint Mr C is unhappy that Capital One (Europe) plc defaulted his account not long after applying ‘breathing space’ to his account. What happened In November 2024, Mr C explained to Capital One that he was having trouble meeting his contractual payment obligations on... (2 pages)View decision -
Decision Reference DRN-5690692
16 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5690692 The complaint Mrs M complains that CA Auto Finance UK Ltd (CA Auto) supplied her with a used van under a hire purchase agreement that was of unsatisfactory quality. What happened Mrs M entered into a hire purchase agreement with CA Auto on 27 August 2024 for the supply of a... (3 pages)View decision -
Decision Reference DRN-5582004
16 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5582004 The complaint Mr G complains Nationwide Building Society (Nationwide) unfairly blocked and closed his account without providing a proper explanation. He’s also unhappy with how Nationwide responded to his data subject access request (DSAR) and the overall service he received... (4 pages)View decision -
Decision Reference DRN-5695729
16 Jul 2025 MS Amlin Insurance SE UpheldInsuranceDRN-5695729 The complaint Mr N complains that MS Amlin Insurance SE (Amlin) declined his claim for damage to his tractor. What happened Mr N had a policy with Amlin to cover his tractor which was used for farming. In July 2023 he made a claim when the back rear axle housing fractured ... (4 pages)View decision -
Decision Reference DRN-5540832
16 Jul 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5540832 The complaint Mr F complains about a £180 charge to return his motorcycle to MotoNovo Finance Limited (MotoNovo). He would like this fee waived. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I will fo... (2 pages)View decision -
Decision Reference DRN-5661338
16 Jul 2025 One Call Insurance Services Limited Not upheldInsuranceDRN-5661338 The complaint Ms M complains about the service she received from One Call Insurance Services Limited, a broker, in relation to a motorcycle insurance policy. What happened In July 2024, Ms K contacted One Call about insurance cover. I’ll refer to that phone conversation in ... (4 pages)View decision -
Decision Reference DRN-5523199
16 Jul 2025 Next Retail Limited Not upheldConsumer CreditDRN-5523199 The complaint Mrs S complains that Next Retail Limited trading as Next Online (Next) acted irresponsibly in agreeing to a credit account that wasn’t affordable for her. In bringing her complaint Mrs S is represented by a third party. For ease of reading I will only refer to ... (3 pages)View decision -
Decision Reference DRN-5695611
16 Jul 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5695611 The complaint Mr M has complained that his van insurer, Zurich Insurance Company Ltd (‘Zurich’), unfairly decided to cancel his policy. Zurich is the underwriter of this policy i.e., the insurer. During the claim Mr M also dealt with other businesses who act as Zurich’s age... (7 pages)View decision