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-6189777
4 Mar 2026 Advantage Insurance Company Limited UpheldInsuranceDRN-6189777 The complaint Mr T is unhappy that Advantage Insurance Company Limited (Advantage) declined his claim for accidental damage under his contents policy. What happened In early March 2025 Mr T said he was carrying out some maintenance to the coving at the top of the chimney bre... (4 pages)View decision -
Decision Reference DRN-6100663
4 Mar 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6100663 The complaint The estate of Mrs P complains about the way BMW Financial Services (GB) Limited trading as Alphera Financial Services (BMWFS) dealt with the termination of a motor finance agreement after Mrs P passed away. What happened Mrs P took out a regulated hire purchase... (4 pages)View decision -
Decision Reference DRN-6110559
4 Mar 2026 A-Plan Holdings UpheldInsuranceDRN-6110559 The complaint Mr M has complained that a member of staff at A-Plan Holdings provided his details to a family member and friends and that this resulted in him being verbally abused and physically assaulted. Any reference to A-Plan includes its agents or trading names. What ha... (3 pages)View decision -
Decision Reference DRN-6169713
4 Mar 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6169713 The complaint Mr N complains that Santander UK Plc won’t refund the money he lost as a result of an investment scam. Mr N is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to ... (6 pages)View decision -
Decision Reference DRN-6099138
3 Mar 2026 Madison CF UK Limited UpheldConsumer CreditDRN-6099138 The complaint Miss F complains that Madison CF UK Limited trading as 118 118 Money issued a Default Notice despite her having agreed a repayment plan. She’s unhappy that she was forced to pay an additional amount to avoid her account being defaulted. Miss F also complains th... (3 pages)View decision -
Decision Reference DRN-6010101
3 Mar 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6010101 The complaint Mrs I complains that a car that was supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited wasn’t of satisfactory quality. What happened A new car was supplied to Mrs I under a hire purchase agreement with BMW Financial Service... (3 pages)View decision -
Decision Reference DRN-6015201
3 Mar 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6015201 The complaint Mr and Mrs W complain that Nationwide Building Society didn’t do enough to protect them from the financial harm caused by an investment scam, or to help them recover the money once they’d reported the scam to it. What happened The detailed background to this c... (3 pages)View decision -
Decision Reference DRN-5790055
3 Mar 2026 iPensions Group Limited UpheldPensions and AnnuitiesDRN-5790055 The complaint Mr M complains that iPensions Group Limited has refused to transfer his Self-Invested Personal Pension (SIPP) to Novia Global, citing a red flag under The Occupational and Personal Pension Schemes (Conditions for Transfers) Regulations 2021 (“Conditions for Tra... (12 pages)View decision -
Decision Reference DRN-6088786
3 Mar 2026 First Central Underwriting Limited UpheldInsuranceDRN-6088786 The complaint Mr J and Miss J complain about First Central Underwriting Limited trading as Skyfire’s (First Central) handling of a claim under their motor insurance policy. The complaint has been brought by both Mr J and Miss J. Miss J is a is a named driver under the policy... (4 pages)View decision -
Decision Reference DRN-6097521
3 Mar 2026 Aviva Insurance Limited UpheldInsuranceDRN-6097521 The complaint Mr B is unhappy with the offer made by his commercial vehicle insurer, Aviva Insurance Limited, after his vehicle was stolen whilst it was at its agent’s premises for repairs. What happened Mr B’s vehicle was involved in a non-fault accident and so he made a c... (4 pages)View decision