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 123440 results
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Decision Reference DRN-5616922
17 Jun 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5616922 The complaint Mr D is unhappy with how LeasePlan UK Limited handled his account when his hire agreement ended. What happened Around November 2021 Mr D entered into a hire agreement with LeasePlan to acquire a new car. The agreement was for 36 months, with Mr D due to make m... (4 pages)View decision -
Decision Reference DRN-5064466
17 Jun 2025 eToro (UK) Ltd UpheldInvestmentsDRN-5064466 The complaint Mr H complains that eToro (UK) Ltd (‘eToro’) didn’t provide him with information relating to a shareholders meeting, including his ability to vote, regarding a shareholding he held on eToro’s platform. What happened Mr H held open positions in AMC Entertainmen... (3 pages)View decision -
Decision Reference DRN-5629276
17 Jun 2025 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-5629276 The complaint Ms J complains about unsuitable advice she says she received from Mr X to move her pension to a self-invested personal pension (SIPP) and then invest via a platform called Cornhill. Ms J says Mr X was representing Future Wealth Management Ltd (FWM) – an appoint... (27 pages)View decision -
Decision Reference DRN-5628642
17 Jun 2025 Motors Insurance Company Limited UpheldInsuranceDRN-5628642 The complaint Mr R complains Motors Insurance Company Limited (“Motors Insurance”) unfairly increased the price of his motor warranty policy after it had sent the renewal offer to him. He’s also said it failed to give him the correct referral rights to our service after he c... (3 pages)View decision -
Decision Reference DRN-5628616
17 Jun 2025 Vodafone Limited UpheldConsumer CreditDRN-5628616 The complaint Mr M has complained about the way Vodafone Limited administered fixed sum loan agreements he had with it. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But in summary, in May 2024 ... (4 pages)View decision -
Decision Reference DRN-5630486
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5630486 The complaint Ms B complains that Barclays Bank UK PLC (“Barclays”) notified her of its intention and later closed her account. And by doing so, has failed to reasonably consider her circumstances. Ms B is also unhappy about how long Barclays took to release her account bala... (9 pages)View decision -
Decision Reference DRN-5630359
17 Jun 2025 Nova Insurance Limited UpheldInsuranceDRN-5630359 The complaint A limited company, which I will refer to as Y, has complained about charges made by Nova Insurance Limited in relation to a motor insurance policy. Mr L, as a director of Y, has brought the complaint on its behalf. What happened In April 2024, Nova, acting as a... (3 pages)View decision -
Decision Reference DRN-5630064
17 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5630064 The complaint Mr H complains that Santander UK Plc will not refund a payment he made using his credit card, even though he did not receive the services he had paid for. What happened Mr H booked a rental car from 28 August to 27 September 2023. He paid €656.70 (equivalent to... (4 pages)View decision -
Decision Reference DRN-5630256
17 Jun 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5630256 The complaint Ms C complains that Vanquis Bank Limited irresponsibly lent to her. Ms C is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms C herself. What happen... (4 pages)View decision -
Decision Reference DRN-5623520
17 Jun 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5623520 The complaint Mrs J complains Red Sands Insurance Company (Europe) Limited has unfairly declined a claim she’s made on her pet insurance policy following treatment for her dog. What happened The background to this complaint is well known to the parties and has been documente... (4 pages)View decision
