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 381196 results
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Decision Reference DRN-5709528
23 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5709528 The complaint Mr L complains that Toyota Financial Services (UK) PLC trading as Lexus Financial Services (Toyota) lent to him irresponsibly. What happened On 30 June 2021, Mr L entered into a finance agreement with Toyota as shown below, to buy a new car. Mr L fell behind w... (3 pages)View decision -
Decision Reference DRN-5644234
23 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5644234 The complaint B, a charitable body, has complained Santander UK plc did nothing to protect them from being the victim of a scam. What happened Both Mr P, an authorised signatory for B, and B have accounts with Santander. Mr P is able to see both his personal and B’s separate... (3 pages)View decision -
Decision Reference DRN-5816643
23 Sep 2025 TrinityBridge Limited UpheldInvestmentsDRN-5816643 The complaint Ms F complains about the performance of her Individual Savings Account (ISA) whilst it was being managed by TrinityBridge Limited trading as Close Brothers Asset Management. She thinks Close Brothers failed to accurately ascertain her needs and objectives. What... (6 pages)View decision -
Decision Reference DRN-5638600
23 Sep 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5638600 The complaint Mr S complains that a car supplied to him under a personal contract purchase (PCP) agreement with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBF) is of unsatisfactory quality. What happened The circumstances surrounding this c... (6 pages)View decision -
Decision Reference DRN-5799279
23 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5799279 The complaint Mr T complains that UK Insurance Limited (UKI) avoided his motor insurance policy (treated it like it never existed) and refused to pay his claim. What happened Mr T took out a motor insurance policy with UKI through an online price comparison website. When M... (3 pages)View decision -
Decision Reference DRN-5834059
23 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5834059 The complaint With the help of a professional representative (PR) Miss D complains that Oodle Financial Services Limited trading as Oodle Car Finance lent to her irresponsibly. For ease, I’ll mainly refer to the actions of the PR as being those of Miss D. What happened Miss ... (3 pages)View decision -
Decision Reference DRN-5834345
23 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5834345 The complaint Mr G and Ms K complain about how a claim for subsidence on their buildings insurance policy has been dealt with by Aviva Insurance Limited. What happened The facts are well known to both parties, so I won’t go into detail here. Mr G and Ms K raised a claim for ... (3 pages)View decision -
Decision Reference DRN-5447095
23 Sep 2025 Interactive Brokers (U.K.) Limited Not upheldInvestmentsDRN-5447095 The complaint Mr R has complained that Interactive Brokers (U.K.) Limited (‘IBUK’) prevented him selling shares and caused him a financial loss. What happened Mr R purchased 2,227 shares (which I will refer to as ‘X shares’) on 3 October 2024 on IBUK’s trading platform. The... (4 pages)View decision -
Decision Reference DRN-5815372
23 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5815372 The complaint Mr K complains that American Express Services Europe Limited (‘Amex’) treated him unfairly when handling his credit card account. Mr K wants an explanation for his treatment and for Amex to pay him compensation. What happened Mr K was unhappy with Amex’s respon... (3 pages)View decision -
Decision Reference DRN-5599962
23 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5599962 The complaint Mr A and Miss N complained that Aviva Insurance Limited (Aviva) unfairly declined their claim for storm damage to a flat roof, under their home buildings insurance policy. I’ll refer to Mr A for ease. What happened Mr A said high winds damaged a flat portion of... (4 pages)View decision
