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 130332 results
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Decision Reference DRN-6052213
5 Mar 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6052213 The complaint Mr H complains about a hire purchase agreement taken out with CA Auto Finance UK Ltd (CAAF). What happened In July 2023, Mr H took out a hire purchase agreement with CAAF to get a used car from a dealer, with a cash price of around £25,000. After part exchangin... (4 pages)View decision -
Decision Reference DRN-6162747
5 Mar 2026 Bruce Bennett UpheldPensions and AnnuitiesDRN-6162747 The complaint Mr K has complained that Bruce Bennett (“BB”), trading as bfm, did not provide the ongoing advice and regular reviews he paid for. What happened Mr K holds a pension with “Firm N”. The pension was opened in 2012 with funds transferred in from other pension prov... (6 pages)View decision -
Decision Reference DRN-6199715
5 Mar 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6199715 The complaint Miss P complains that she was unable to access her account with Santander UK plc because the system didn’t recognise her voice, and couldn’t make a transfer to buy an ISA. What happened On 3 April 2025, Miss S contacted Santander. She explained to the adviser t... (2 pages)View decision -
Decision Reference DRN-6171040
5 Mar 2026 Financial Administration Services Limited UpheldInvestmentsDRN-6171040 The complaint Ms S complains about Financial Administration Services Limited (FASL). She says it didn’t do sufficient checks to find out more about her, before allowing her to open an investment account. Ms S says FASL should have either not allowed her to have an account i... (10 pages)View decision -
Decision Reference DRN-5986357
5 Mar 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-5986357 The complaint Mr H and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (... (24 pages)View decision -
Decision Reference DRN-6162296
5 Mar 2026 Santander UK Plc UpheldMortgagesDRN-6162296 The complaint Mr and Mrs J’s complaint relates to a mortgage they had with Santander UK Plc and the repossession of their home. The complaint points they initially asked us to consider are as follows: 1. Santander breached the Bills of Exchange Act. 2. Santander failed to pr... (6 pages)View decision -
Decision Reference DRN-6107266
5 Mar 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6107266 The complaint Mrs C complains that Zurich Insurance Company Ltd (“Zurich”) didn’t offer to renew her home insurance policy. Mrs C’s complaint has been brought by a representative who I’ll refer to as Ms B. What happened Mrs C had home insurance with Zurich for her static c... (4 pages)View decision -
Decision Reference DRN-5657177
5 Mar 2026 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5657177 The complaint The estate of Mrs C complains that St. James’s Place Wealth Management Plc (SJP) failed to provide annual reviews of her investments. The estate of Mrs C says the lack of reviews meant Mrs C remained in poorly performing funds causing her a loss. What happened ... (7 pages)View decision -
Decision Reference DRN-5921709
5 Mar 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5921709 The complaint Ms C complains that Admiral Insurance (Gibraltar) Limited has settled her car insurance claim on a 50/50 liability basis without telling her, which affected her no claims discount and her ability to challenge liability herself. What happened On 15 January 2023... (3 pages)View decision -
Decision Reference DRN-6043028
5 Mar 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6043028 The complaint Mr C says Nationwide Building Society (“Nationwide”) failed to protect him from financial harm when he fell victim to a scam. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr C says he... (3 pages)View decision