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 381082 results
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Decision Reference DRN-5776259
5 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5776259 The complaint Mr B has complained, through his representatives, that The Prudential Assurance Company Limited (‘Prudential’) undertook insufficient due diligence when transferring his personal pension worth around £50,000 to a Qualifying Recognised Overseas Pension Scheme (‘... (9 pages)View decision -
Decision Reference DRN-5779208
5 Sep 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5779208 The complaint Miss R complains about the information that Advantage Finance Limited has reported to the credit reference agencies about a hire purchase agreement under which a car was supplied to her. What happened A used car was supplied to Miss R under a hire purchase agre... (3 pages)View decision -
Decision Reference DRN-5619100
5 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5619100 The complaint Miss C complains that a car that was supplied to her under a hire purchase agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Miss C under a hire purchase agre... (3 pages)View decision -
Decision Reference DRN-5655367
5 Sep 2025 Sabre Insurance Company Limited Not upheldInsuranceDRN-5655367 The complaint Mr M complains that Sabre Insurance Company Limited (“Sabre”) mishandled a claim on his motor insurance policy. What happened On about his 17 th birthday in 2023, Mr M or his parents acquired a hatchback car that had first been registered in 2017. The price wa... (5 pages)View decision -
Decision Reference DRN-5799980
5 Sep 2025 Countrywide Assured Plc UpheldPensions and AnnuitiesDRN-5799980 The complaint X says Countrywide Assured Plc (Countrywide) failed to respond to enquiries about her personal pension which meant she couldn’t switch her funds when she wanted to. She didn’t get the information she needed about how moving her policy would impact on any bonuses a... (8 pages)View decision -
Decision Reference DRN-5551887
5 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5551887 The complaint Mr T complains that the car supplied by Volvo Car Financial Services UK Limited trading as VCDSUK (“Volvo”) wasn’t of satisfactory quality. He says the car was brand new, but it’s faulty, and he wants to reject the car or be given a price reduction. What happen... (4 pages)View decision -
Decision Reference DRN-5682355
5 Sep 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5682355 The complaint Mr and Mrs G have complained that Assurant General Insurance Limited won’t do a ‘doorstep exchange’ concerning their faulty replacement mobile phone which was replaced under their mobile phone policy. As Mr G has been our main contact for ease of reference onl... (2 pages)View decision -
Decision Reference DRN-5564079
5 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5564079 The complaint Mrs C has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened Mrs C was introduced online to an individual who an acquaintance had matched with on a dating app. This individual was a scammer, who claimed ... (4 pages)View decision -
Decision Reference DRN-5620815
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5620815 The complaint Mr K complains to Santander UK Plc. He says that he has fallen victim to a scam and would like Santander to refund him. What happened Between November 2018 and June 2020, Mr K made payments totalling £62,517.98 to a company called B (an investment platform al... (4 pages)View decision -
Decision Reference DRN-5785115
5 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5785115 The complaint Mr S complains that the Co-operative Bank Plc (“CB”) declined his application for a credit card. What happened On 26 March 2025 Mr S applied online for a credit card with CB. The application was declined. Mr S appealed. The underwriting team considered the lend... (2 pages)View decision
