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-5764456
19 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5764456 The complaint Ms C and Mr C complain Bank of Scotland plc trading as Halifax, have been sending correspondence with errors. For ease I will mostly refer to Ms C in my decision, as she has been dealing with this matter. What happened A summary of what happened is below. Halif... (2 pages)View decision -
Decision Reference DRN-5637797
19 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5637797 The complaint Mr and Mrs G complain about the way in which UK Insurance Limited (UKIL) dealt with a home emergency claim they made after they experienced problems with their hot water. What happened Mr and Mrs G hold a packaged bank account which provides home emergency cov... (5 pages)View decision -
Decision Reference DRN-5763012
19 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5763012 The complaint Mr B complains that the car supplied to him by Mercedes-Benz Financial Services UK Limited (“MBFS”) is not of satisfactory quality. What happened Mr B was supplied with a new car by MBFS in March 2023. This was supplied on a hire purchase agreement for four yea... (7 pages)View decision -
Decision Reference DRN-5729377
19 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5729377 The complaint Ms H complains that Santander UK Plc has put restrictions on her account and that it refused to remove the restrictions. What happened In December 2024 Ms H reported that she was the victim of a scam, involving cryptocurrency. Santander denied liability for the... (3 pages)View decision -
Decision Reference DRN-5764409
19 Aug 2025 QUILTER FINANCIAL SERVICES LIMITED UpheldPensions and AnnuitiesDRN-5764409 The complaint Mr A has complained, with the help of a professional third party, about the advice he received from an appointed representative of Quilter Financial Services Limited (‘Quilter’) to switch his pension to a different provider. He thinks this advice was unsuitable... (8 pages)View decision -
Decision Reference DRN-5729847
19 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5729847 The complaint Mr K complains about the actions of U K Insurance Limited (‘UKI’) when responding to his motor insurance claim. UKI are the underwriters (insurers) of this policy, much of Mr K’s dissatisfaction is with UKI’s appointed agents. As UKI have accepted responsibilit... (4 pages)View decision -
Decision Reference DRN-5754386
19 Aug 2025 Wescot Credit Services Limited Not upheldBanking and PaymentsDRN-5754386 The complaint A limited company, which I’ll refer to as ‘A’, is unhappy with the service it received from Westcot Credit Services Limited. A’s complaint is brought to this service by it’s director, whom I’ll refer to as ‘Ms K’. What happened A had a Bounce Back Loan (“BBL”) ... (3 pages)View decision -
Decision Reference DRN-5571169
19 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5571169 The complaint A limited company, which I’ll refer to as ‘A’, is unhappy that Clydesdale Bank Plc, trading as Virgin Money, transferred its account to a debt collection agency (“DCA”). A’s complaint is brought to this service by its director, whom I’ll refer to as ‘Ms K’. Wha... (3 pages)View decision -
Decision Reference DRN-5759050
19 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5759050 The complaint Mr B has complained about the quality of a car provided on finance by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened Both parties are familiar with the circumstances of this complaint, so I’ve summarised th... (7 pages)View decision -
Decision Reference DRN-5542876
19 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5542876 The complaint Mr and Mrs K complained about delays and poor claim handling by Admiral Insurance (Gibraltar) Limited (“Admiral”) when a blocked drain caused damage to their property, under their home buildings insurance policy. I’ll refer to Mrs K in my decision for ease. Wha... (4 pages)View decision
