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 123656 results
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Decision Reference DRN-5079469
9 Jul 2025 Personal Touch Financial Services Limited UpheldPensions and AnnuitiesDRN-5079469 The complaint Mrs H complains that Personal Touch Financial Services Limited trading as PRIMIS Mortgage Network (PRIMIS) received ongoing commission payments on her Personal Pension Plan (PPP) without providing services, causing her losses. She wants compensation for her los... (8 pages)View decision -
Decision Reference DRN-5261448
9 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5261448 The complaint Mr D is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr D fell victim to a cruel investment scam. After responding to an advert on social media w... (6 pages)View decision -
Decision Reference DRN-5633935
9 Jul 2025 One Insurance Limited UpheldInsuranceDRN-5633935 The complaint Mr G complains that One Insurance Limited (“One”) undervalued his car and deducted too much for its salvage following a claim under his car insurance policy. What happened Mr G had a motor insurance policy with One covering his car. In early 2024 he was involve... (4 pages)View decision -
Decision Reference DRN-5541363
9 Jul 2025 First Central Underwriting Limited UpheldInsuranceDRN-5541363 The complaint Mr R complains that First Central Underwriting Limited cancelled his motor insurance policy as if it hadn't existed, known as avoidance. What happened Mr R initially took out a First Central policy which covered him for parts of 2022 and 2023. In early May... (4 pages)View decision -
Decision Reference DRN-5665803
8 Jul 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5665803 The complaint Mr O complains that Novia Financial Plc (“Novia”) failed to conduct sufficient due diligence when it allowed him to establish a Self-Invested Personal Pension (“SIPP”) and invest in an unregulated collective investment scheme . Mr O is b... (19 pages)View decision -
Decision Reference DRN-5669227
8 Jul 2025 Uinsure Limited UpheldInsuranceDRN-5669227 The complaint Mr and Mrs J have complained about the service they received from Uinsure Limited (“Uinsure”) following discussions about their insurance premium. What happened In 2023, Mr and Mrs J’s policies became due for renewal. They contacted Uinsure as they wanted to di... (2 pages)View decision -
Decision Reference DRN-5522522
8 Jul 2025 247 Money Group Limited UpheldConsumer CreditDRN-5522522 The complaint Mr G complains about the quality of a used car he acquired through a hire purchase agreement (HPA), financed by 247 Money Group Limited (247). What happened In July 2022, Mr G acquired a used car through a HPA, financed by 247. The cash price of the car was aro... (5 pages)View decision -
Decision Reference DRN-5672844
8 Jul 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5672844 The complaint Miss H is unhappy with the redress offered by Santander Consumer (UK) Plc (Santander) after a car supplied to her under a conditional sale agreement was found to be of an unsatisfactory quality. What happened In March 2024 Miss H was supplied with a new car thr... (4 pages)View decision -
Decision Reference DRN-5669669
8 Jul 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5669669 The complaint Mr R complains about the settlement that Watford Insurance Company Europe Limited offered him for the total loss of his car following a claim made on his motor insurance policy. What happened Mr R’s car was stolen and not recovered, and he made a claim on his ... (4 pages)View decision -
Decision Reference DRN-5651209
8 Jul 2025 Sainsbury's Bank Plc UpheldInsuranceDRN-5651209 The complaint Mr F complains Sainsbury’s Bank Plc (Sainsbury’s) unfairly cancelled his motor insurance policy. What happened Mr F took out a new motor insurance policy through Sainsbury’s. In his application for a policy he declared nine years no claims discount (NCD). Sain... (2 pages)View decision
