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 123701 results
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Decision Reference DRN-5660565
4 Jul 2025 EE Limited UpheldConsumer CreditDRN-5660565 The complaint Miss W complains about the balance of a fixed sum loan agreement with EE Limited. What happened In September 2024, Miss W took out a fixed sum loan agreement with EE, to pay for a brand new mobile telephone device. The cash price of the device was around £860 a... (5 pages)View decision -
Decision Reference DRN-5643951
4 Jul 2025 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-5643951 The complaint Mr H complains about the financial advice he says he received from True Potential Wealth Management LLP (“TPWM”). He says he received unsuitable advice to switch his pension and has suffered a loss as a result for which he’d now like to be recompensed. What ha... (7 pages)View decision -
Decision Reference DRN-5452933
4 Jul 2025 Wakam UpheldInsuranceDRN-5452933 The complaint Miss R’s complained about the amount Wakam increased her pet insurance premiums on renewal of her policy, and about the policy auto-renewing. References to comments and actions by Wakam include those made by the policy intermediary acting on their behalf. What ... (3 pages)View decision -
Decision Reference DRN-5435382
4 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5435382 The complaint Mr A complains that Liverpool Victoria Insurance Company Limited trading as LV= (“LV”) is responsible for poor quality repairs under a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car,... (4 pages)View decision -
Decision Reference DRN-5666900
4 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5666900 The complaint Mr G and Miss L say that Monzo Bank Ltd didn’t do enough to protect Miss L when she became the victim of a scam and would like Monzo to refund the money that she lost. What happened Mr G and Miss L hold a joint account with Monzo, so have brought this complain... (6 pages)View decision -
Decision Reference DRN-5276303
4 Jul 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-5276303 The complaint Ms C has complained about a revolving credit account she took out with PayPal (Europe) S.Ã r.l et Cie, S.C.A. in 2022. She’s said the lending was unaffordable and irresponsible. What happened Ms C took out this credit account in April 2022. The credit limit was... (4 pages)View decision -
Decision Reference DRN-5365418
4 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5365418 The complaint Miss B complains that Nationwide Building Society hasn’t reimbursed her following an authorised push payment (‘APP’) investment scam she fell victim to. In bringing her complaint, Miss B has used the services of a professional representative. Within this decis... (7 pages)View decision -
Decision Reference DRN-5193788
4 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5193788 The complaint Mrs L and Mr M complain Santander UK Plc unfairly closed their account and withheld funds. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Although this is a joint account, I will mai... (5 pages)View decision -
Decision Reference DRN-5665012
4 Jul 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5665012 The complaint Mr M complains that Scottish Equitable Plc trading as Aegon (“Aegon”) failed to efficiently manage a request that he made for the transfer of some pension savings he held with another firm. What happened I issued a provisional decision on this complaint in May ... (5 pages)View decision -
Decision Reference DRN-5655555
4 Jul 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5655555 The complaint Mr C complains about how Domestic & General Insurance Plc dealt with his claim under his ‘Sky Protect Device’ insurance policy. What happened Mr C has a Sky Protect insurance policy, insured by D&G. Around May 2024 he reported a fault with his 2 terabyt... (6 pages)View decision
