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 122404 results
-
Decision Reference DRN-5625407
16 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5625407 The complaint Ms K is unhappy that Santander UK Plc (“Santander”) won’t refund the money she lost to an investment opportunity she now believes was a scam. What happened The background to this complaint is well known to both parties and was set out in the investigator’s vie... (7 pages)View decision -
Decision Reference DRN-5488054
16 Jun 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5488054 The complaint Mr S is unhappy TRANSUNION INTERNATIONAL UK LIMITED, trading as TransUnion (TU) reported a third-party’s information on his credit file. What happened In late May 2024 Mr S was informed by his credit card provider that they had reduced his credit limit from £5... (3 pages)View decision -
Decision Reference DRN-5503506
13 Jun 2025 Allianz Insurance Plc UpheldInsuranceDRN-5503506 The complaint Miss S complains Allianz Insurance Plc trading as Petplan has unfairly declined a claim she made on a pet insurance policy. What happened Both parties are aware of the full details of what led to the complaint, so I won’t explain them in detail here. Instead, I... (4 pages)View decision -
Decision Reference DRN-5585384
13 Jun 2025 ManyPets Ltd UpheldInsuranceDRN-5585384 The complaint Mr H is unhappy that ManyPets Ltd led him to believe his past claims wouldn’t affect his renewal premiums, but they have. What happened Mr H took out a lifetime pet insurance policy with ManyPets in May 2020. At the time, ManyPets said individual claims wouldn... (3 pages)View decision -
Decision Reference DRN-5538810
13 Jun 2025 Interactive Brokers (U.K.) Limited UpheldInvestmentsDRN-5538810 The complaint Mr I complains that Interactive Brokers (U.K.) Limited (IB) didn’t do enough to help him convert some American Depositary Receipts (ADRs) he held into direct holdings in the underlying shares. He says as a result he’s lost out on dividends, as well as the oppor... (4 pages)View decision -
Decision Reference DRN-5403947
13 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5403947 The complaint Miss D and Mr S are unhappy with how Inter Partner Assistance SA (IPA) have dealt with a claim on their travel insurance policy. For ease I’ve mostly referred to Miss D throughout. What happened Miss D and Mr S have an annual travel insurance policy underwrit... (4 pages)View decision -
Decision Reference DRN-5608668
13 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5608668 The complaint Mr and Mrs P are unhappy Bank of Scotland plc trading as Halifax returned their cheque as unpaid. They also complain about the service they received and how Halifax’s actions have affected their reputations and caused them considerable distress and inconvenienc... (3 pages)View decision -
Decision Reference DRN-5520148
13 Jun 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5520148 The complaint Miss M complains that a car supplied to her under a hire purchase agreement with Specialist Motor Finance Limited is of unsatisfactory quality. What happened In September 2023 Miss M entered into a hire purchase agreement with Specialist Motor Finance Limited ... (6 pages)View decision -
Decision Reference DRN-5623611
13 Jun 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5623611 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (22 pages)View decision -
Decision Reference DRN-5318126
13 Jun 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5318126 The complaint Mr D, through his representative, complains that Loans 2 Go Limited lent to him when he could not afford it and so lent to him irresponsibly. What happened Mr D took two loans. The table gives a summary. Loan Approved Amount and term Repayment terms Status 1 3 ... (4 pages)View decision
