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 381196 results
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Decision Reference DRN-5480805
25 Jul 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5480805 The complaint Mr P complains that St. James’s Place Wealth Management Plc (‘SJP’) gave him unsuitable advice to invest regular monthly contributions into an investment-based Individual Savings Account (ISA). He also says that, despite being charged an Ongoing Advice Charge (... (5 pages)View decision -
Decision Reference DRN-5687772
25 Jul 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5687772 The complaint Mr P complains that Marsh Finance & Commercial Limited (“Marsh”) provided him with a hire purchase agreement that wasn’t affordable for him. What happened In October 2023, Marsh provided Mr P with a hire purchase agreement, for a used car, through a credit... (3 pages)View decision -
Decision Reference DRN-5476041
25 Jul 2025 PMGI Limited Not upheldInsuranceDRN-5476041 The complaint Mr and Mrs W complain that PMGI Limited gave incorrect information about the cover available under their Family Legal Protection (FLP) insurance policy and didn’t pass on a claim. Where I refer to PMGI Limited, this includes the actions of its agents and claim... (3 pages)View decision -
Decision Reference DRN-5586057
25 Jul 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5586057 The complaint Ms G has complained that the offer made to her by her motor insurer, Acromas Insurance Company Limited (‘Acromas’ ), for the market value of her car was too low. What happened In December 2024 Ms G was involved in an accident which unfortunately rendered her c... (3 pages)View decision -
Decision Reference DRN-5712183
25 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5712183 The complaint Ms L complains that Revolut Ltd (“Revolut”) hasn’t refunded her the amount she lost to an impersonation scam. What happened I issued a provisional decision in July 2025 to explain why I thought Ms L’s’ complaint should be upheld. And I said I’d consider anythin... (7 pages)View decision -
Decision Reference DRN-5711947
25 Jul 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5711947 The complaint Mr M1 and Mr M2 say Stellantis Financial Services UK Limited trading as Vauxhall Finance (‘Stellantis’), irresponsibly lent to them. They say that it didn’t take reasonable steps to ensure that, Mr M2 primarily, could afford the repayments towards a conditional... (5 pages)View decision -
Decision Reference DRN-4993358
25 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4993358 The complaint Miss M complains that Wise Payments Ltd. (‘Wise’) declined to refund her £4,650, which she says she lost as a result of a scam. What happened The details of this complaint are well-known to both parties, so I won’t go into every detail of what happened here. Bu... (3 pages)View decision -
Decision Reference DRN-5700909
25 Jul 2025 HDI Global Specialty SE UpheldInsuranceDRN-5700909 The complaint Mr M has complained about the way HDI Global Specialty SE dealt with a malicious damage claim under his residential landlord insurance policy. What happened On 21 April 2024 Mr M made a claim to HDI after his buy to let property was badly damaged through being... (2 pages)View decision -
Decision Reference DRN-5202762
25 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5202762 The complaint Mr B complains that HSBC UK Bank Plc (HSBC) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of thi... (4 pages)View decision -
Decision Reference DRN-5712864
25 Jul 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5712864 The complaint Mrs R complains Astrenska Insurance Limited (Astrenska) unfairly cancelled her contents insurance policy. She also complains about the way it handled her claim and the settlement it has offered. What happened The circumstances of this complaint will be well kno... (5 pages)View decision
