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-5628028
17 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5628028 The complaint Mr and Mrs W’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 (2)... (29 pages)View decision -
Decision Reference DRN-5627992
17 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5627992 The complaint Miss W is unhappy with how Santander UK Plc (Santander) handled her claim. What happened Miss W purchased dog harnesses from a supplier I shall call F on 2 March 2024. This was paid on her Santander credit card. These harnesses were ordered at custom sizes b... (5 pages)View decision -
Decision Reference DRN-5290116
17 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5290116 The complaint Mr C and Mrs C are unhappy with how Admiral Insurance (Gibraltar) Limited (Admiral) settled a claim made under their motor insurance policy. Any references to Admiral include its agents. Mrs C is the policyholder but brought the complaint with Mr C, and he’s p... (3 pages)View decision -
Decision Reference DRN-5628473
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5628473 The complaint Miss W complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Miss W m... (5 pages)View decision -
Decision Reference DRN-5628129
16 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5628129 The complaint Mr A is unhappy with the service he received from Santander UK Plc surrounding an application he made to them for a new credit card account. What happened Mr A applied for a Santander credit card account and submitted his driving license and a council tax bill... (5 pages)View decision -
Decision Reference DRN-5627517
16 Jun 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5627517 The complaint Mr C complains that Aviva Life and Pensions UK Limited (‘Aviva’) delayed switching the monies from his existing self-invested personal pension (SIPP) with them, to his new provider. Mr C would now like Aviva to pay him the lost investment growth potential he be... (6 pages)View decision -
Decision Reference DRN-5627929
16 Jun 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5627929 The complaint Mr A complained that Westerby Trustee Service Limited (Westerby) made mistakes which delayed the transfer of his self-invested personal pension (SIPP) to a new provider (Provider A) which may have resulted in a financial loss. He also complained that he was unh... (7 pages)View decision -
Decision Reference DRN-5627858
16 Jun 2025 Turney & Associates Ltd UpheldMortgagesDRN-5627858 The complaint Mr C complains that Turney & Associates Ltd unfairly asked him to pay its brokers fee after he decided to take mortgage advice elsewhere. What happened Mr C contacted Turney & Associates for mortgage advice in January 2023 as he was looking to buy a pro... (5 pages)View decision -
Decision Reference DRN-5622025
16 Jun 2025 Financial Administration Services Limited UpheldInvestmentsDRN-5622025 The complaint The estate of Mr A, represented by Mr R in his capacity as executor of the estate, complains that Financial Administration Services Limited (FASL) have settled a transaction incorrectly. What happened The late Mr A held investments with FASL. After his unfortun... (3 pages)View decision -
Decision Reference DRN-5627844
16 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5627844 The complaint Miss B complains Admiral Insurance (Gibraltar) Limited unfairly declined a claim she made on her motor insurance policy when the vehicle was stolen. Miss B has been, at points, represented in bringing the complaint, by a named driver on the policy. But for eas... (5 pages)View decision
