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 380824 results
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Decision Reference DRN-5722128
22 Aug 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5722128 The complaint Mrs O complains that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (BMF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision... (5 pages)View decision -
Decision Reference DRN-5772247
22 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5772247 The complaint Miss H complains Shawbrook Bank Limited (“Shawbrook”) treated her unfairly by continuing to pursue her for payments on a loan used to finance a timeshare purchase, after the timeshare contract was declared null and void by the courts in Spain. What happened I i... (5 pages)View decision -
Decision Reference DRN-5667226
22 Aug 2025 West Bay Insurance Plc UpheldInsuranceDRN-5667226 The complaint Ms M is unhappy with the service provided by West Bay Insurance Plc (West Bay) following a claim made on her home insurance policy. West Bay is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim... (4 pages)View decision -
Decision Reference DRN-5347941
22 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5347941 The complaint Miss D complains that Bank of Scotland plc closed an account without her knowledge, and that it won’t provide her with information about the funds which were in it. The bank trades in this case under its Halifax brand. What happened Miss D held a joint account ... (2 pages)View decision -
Decision Reference DRN-5728127
22 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5728127 The complaint Mr A complains Revolut Ltd acted unfairly by not refunding a payment he made using his debit card. What happened In February 2025, Mr A purchased an item of jewellery online from a company I’ll refer to as T. He paid £43.46 using his Revolut debit card, which ... (3 pages)View decision -
Decision Reference DRN-5472003
22 Aug 2025 Ten Insurance Services Limited Not upheldInsuranceDRN-5472003 The complaint R and R complain that Ten Insurance Services Limited, failed to provide them with the correct information about their commercial insurance policy at the point of sale. Following a fire at the insured property, the underwriter of the policy (company A) declined ... (5 pages)View decision -
Decision Reference DRN-5576395
22 Aug 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5576395 The complaint Ms S complains that Lowell Portfolio I LTD (Lowell) are unfairly pursuing her for a debt she disputes owing. What happened Ms S’ complaint centres around a current account that she had with a business I’ll refer to as Bank. Ms S says she closed the account with... (3 pages)View decision -
Decision Reference DRN-5569886
22 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5569886 The complaint Mr and Mrs C are unhappy that esure Insurance Limited (“esure”) recorded an enquiry about water damage as a loss on the insurance database. Mr and Mrs C jointly held buildings and contents insurance underwritten by esure. For ease of reading, and because he bro... (4 pages)View decision -
Decision Reference DRN-5464503
22 Aug 2025 Financial Administration Services Limited UpheldPensions and AnnuitiesDRN-5464503 The complaint Mr H complains that Financial Administration Services Limited (Fidelity) blocked income payments from his Self-Invested Personal Pension Plan (SIPP) pending the finalisation of his divorce causing inconvenience and financial losses. He wants compensation for hi... (7 pages)View decision -
Decision Reference DRN-5767151
22 Aug 2025 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-5767151 The complaint Mr D complains about what he says were unnecessary delays and errors caused by Quilter Financial Planning Solutions Limited (Quilter) in recommending and then processing the transfer of his pension and payment of his tax-free cash (TFC) lump sum. He says that w... (7 pages)View decision
