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
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Decision Reference DRN-5606996
13 Jun 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5606996 The complaint Mr S has complained about the way in which the price of UK Treasury Gilts was displayed on the Halifax Share Dealing trading as IWeb Share Dealing (“IWeb”) platform. He has said this led to him purchasing the incorrect amount of shares initially and then incurr... (4 pages)View decision -
Decision Reference DRN-5624053
13 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5624053 The complaint Mrs D and Mr V have complained that AXA Insurance UK Plc unfairly rejected a claim under their home insurance policy. As Mr V has been the main correspondent on the complaint, I will refer only to him in this decision. What happened Mr V says that during a stor... (4 pages)View decision -
Decision Reference DRN-5616088
13 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5616088 The complaint Mr P complains that Admiral Insurance (Gibraltar) Limited undervalued his car when it settled a claim on his motor insurance policy. What happened Mr P’s car was damaged in an accident. He claimed on his policy. Admiral decided the car was a total loss. It said... (3 pages)View decision -
Decision Reference DRN-5617498
13 Jun 2025 Armstrong Watson Financial Planning Limited UpheldPensions and AnnuitiesDRN-5617498 The complaint Mr M complains about matters arising from an ongoing advice relationship he had with Armstrong Watson Financial Planning Limited trading as Armstrong Watson (“AWFP”). In particular he complains that AWFP had failed to maintain his pension plan in the light of l... (5 pages)View decision -
Decision Reference DRN-5584316
13 Jun 2025 PRA Group (UK) Limited UpheldConsumer CreditDRN-5584316 The complaint Miss H has complained about the actions of PRA Group (UK) Limited (PRA) when dealing with a debt they are pursuing her for. What happened PRA are pursuing Miss H for a debt that accrued on a credit card she had. The original lender (OL) defaulted the account Mi... (4 pages)View decision -
Decision Reference DRN-5623649
13 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5623649 The complaint Ms G is unhappy with how NewDay Ltd (NewDay) handled her payment dispute claim. What happened Ms G booked a 14 night villa stay commencing 16 June 2023 with an agent I shall call ‘M’. This was paid using her NewDay credit card at a total cost of £6,887.50 for t... (8 pages)View decision -
Decision Reference DRN-5614915
13 Jun 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5614915 The complaint Mr and Mrs W complain about how they have been treated by Clydesdale Bank Plc trading as Virgin Money since the end of the term of their interest only mortgage. What happened Mr and Mrs W have an interest only mortgage with Virgin Money, taken out in 2006. The ... (8 pages)View decision -
Decision Reference DRN-5622090
13 Jun 2025 Close Brothers Limited UpheldConsumer CreditDRN-5622090 The complaint Mr K complains about the fact his agreement for a car was terminated by Close Brothers Limited when he was having financial difficulties. What happened Mr K contacted Close Brothers in April 2024 to explain he’d lost his job and couldn’t make his payment for hi... (3 pages)View decision -
Decision Reference DRN-5206806
13 Jun 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5206806 The complaint Mrs H complains about the way that Marsh Finance Limited has dealt with the arrears that were due from her for a hire purchase agreement under which a car had been supplied to her. What happened A used car was supplied to Mrs H under a hire purchase agreement w... (2 pages)View decision -
Decision Reference DRN-5069971
13 Jun 2025 New Wave Capital Limited UpheldBanking and PaymentsDRN-5069971 The complaint L complains New Wave Capital Limited trading as Capital on Tap wouldn’t refund a transaction on the company’s account that its director says it didn’t make or authorise. L is represented by Mr L. What happened L disputed a payment to a holiday company on 18 J... (3 pages)View decision
