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-5689728
18 Aug 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5689728 The complaint Mrs B is complaining that Loans 2 Go Limited trading as Loans 2 Go (L2G) lent to her irresponsibly by providing her with two personal loans. What happened In November 2018, Mrs B applied to L2G for a £300 loan, and they advanced her £250. The loan required her ... (4 pages)View decision -
Decision Reference DRN-5723386
18 Aug 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5723386 The complaint Miss D complains that the price she has been quoted to purchase a van she has been leasing through an agreement with LeasePlan UK Limited (‘LeasePlan’), doesn’t reflect her limited use of it. What happened Miss D took receipt of a new van in June 2014. She fina... (2 pages)View decision -
Decision Reference DRN-5578358
18 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5578358 The complaint Mr H complains that Barclays Bank UK PLC (Barclays) won’t agree to accept his repayment proposals in respect of a business loan he defaulted on a number of years ago. What happened In 2006, Mr H took out a business loan for £112,000, payable over 10 years. Unfo... (2 pages)View decision -
Decision Reference DRN-5759508
18 Aug 2025 AWP P&C S.A. Not upheldInsuranceDRN-5759508 The complaint Mr and Mrs G complain because AWP P&C S.A. hasn’t paid a claim for a cancelled holiday under their travel insurance policy. What happened Mr and Mrs G are insured under a travel insurance policy held as a benefit of a packaged bank account. The insurance is... (2 pages)View decision -
Decision Reference DRN-5657282
18 Aug 2025 Mortgage Advice Bureau Limited UpheldMortgagesDRN-5657282 The complaint Mr B and Miss C have complained to Jack Gear Mortgage Advice Limited – an appointed representative of the Mortgage Advice Bureau Limited. Mr B and Miss C are unhappy with how their application for a remortgage has been handled. They say they asked for a differ... (4 pages)View decision -
Decision Reference DRN-5428973
18 Aug 2025 Sovereign Private Clients Limited Not upheldPensions and AnnuitiesDRN-5428973 The complaint Mr W is represented. He says Sovereign Private Clients Limited (‘Sovereign’), before it became Alterno Wealth Limited, gave him unsuitable advice in 2018 to transfer his Defined Benefits Pension (‘DBP’) to a Prudential Retirement Account (‘PRA’), a personal pen... (7 pages)View decision -
Decision Reference DRN-5331137
18 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5331137 The complaint Mr M complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he says was lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. But, in summary, this is my understanding of the ... (4 pages)View decision -
Decision Reference DRN-5758041
18 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5758041 The complaint Mr B complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AESEL) are reporting the wrong date of membership on his account and that they are, on occasion, using his old name. What happened I issued a provisional decision on this complaint earlier this month... (5 pages)View decision -
Decision Reference DRN-5759582
18 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5759582 The complaint Mrs B complains that Santander UK Plc (‘Santander’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. But, in summary, this is my understanding of the com... (5 pages)View decision -
Decision Reference DRN-5611204
17 Aug 2025 Accredited Insurance (UK) Limited Not upheldInsuranceDRN-5611204 The complaint Mr and Mrs G have complained that Accredited Insurance (UK) Limited (“Accredited”) unfairly ignored their evidence and declined a claim they made under their home insurance policy. What happened In April 2024, Mr and Mrs G made a claim under their policy with A... (4 pages)View decision
