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 392389 results
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Decision Reference DRN-6055238
5 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6055238 The complaint Mr H complains Santander UK Plc moved from a free business account to one with a monthly fee, breaking a promise made when the account was opened. What happened Mr H, trading as a business name which I’ll refer to as C in this decision, complains Santander gave... (3 pages)View decision -
Decision Reference DRN-6052071
5 Jan 2026 ReAssure Limited Not upheldInvestmentsDRN-6052071 The complaint Mr H complains that ReAssure Limited shouldn’t have allowed a bond he had placed in trust to be surrendered in 2018, as he says they didn’t have proper authorisation to do so. What happened In 2015, Mr H settled two bonds and a property into a trust, and appoin... (6 pages)View decision -
Decision Reference DRN-5996100
5 Jan 2026 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5996100 The complaint Mr and Mrs D have complained about the way Red Sands Insurance Company (Europe) Limited dealt with the payment of medical bills. All reference to Red Sands includes any agents acting on its behalf. What happened Mr and Mrs D had a travel insurance policy, under... (2 pages)View decision -
Decision Reference DRN-6046685
5 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6046685 The complaint Mr A is unhappy with the offer Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) made to resolve his complaint about an unaffordable personal loan. Mr A also complains that Novuna has treated him unfairly while he’s been in financial diff... (3 pages)View decision -
Decision Reference DRN-6014586
5 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6014586 The complaint Mr H complained his claim related to an escape of water in his home was unfairly declined by Lloyds Bank General Insurance Limited (“Lloyds”) under his home insurance policy. What happened Mr H made a claim when he said a water leak from his toilet caused exten... (2 pages)View decision -
Decision Reference DRN-5983059
5 Jan 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5983059 The complaint Mrs H complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (who I’ll call Alphera) were unreasonable to default her account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only... (2 pages)View decision -
Decision Reference DRN-6053860
5 Jan 2026 Close Brothers Limited UpheldConsumer CreditDRN-6053860 The complaint Mrs T is unhappy that a van supplied to her under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance was of an unsatisfactory quality. What happened agreement with Close Brothers. She paid an advance payment of £5,... (4 pages)View decision -
Decision Reference DRN-5964076
5 Jan 2026 Fluro Platform Limited Not upheldConsumer CreditDRN-5964076 The complaint Miss E complains that Fluro Platform Limited (Fluro) lent irresponsibly when it approved his loan application. What happened Miss E applied for a Fluro loan of £6,000 over a 36 month term with Fluro in May 2025. In her application, Miss E said she was earning ... (3 pages)View decision -
Decision Reference DRN-5974143
5 Jan 2026 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5974143 The complaint Mr F has complained that advice he received from Harbour Rock Capital Limited (HRC) in February 2020 to transfer two existing personal pensions to a SIPP (self invested personal pension) with a new provider was unsuitable. At the time of the events complained ... (5 pages)View decision -
Decision Reference DRN-5131188
5 Jan 2026 RAYMOND JAMES WEALTH MANAGEMENT LIMITED Not upheldInvestmentsDRN-5131188 The complaint Mr M complains about the service he’s received from Raymond James Wealth Management Limited trading as Charles Stanley (CS). What happened The history leading up to this complaint is well known to the parties and therefore I have only summarised events below. ... (13 pages)View decision