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 120614 results
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Decision Reference DRN-5337102
28 Feb 2025 MS Amlin Insurance SE UpheldInsuranceDRN-5337102 The complaint A limited company, which I will refer to as H, complains about the handling and settlement of its commercial property insurance claim by MS Amlin Insurance SE. What happened Both parties are aware of the circumstances of this complaint, so the following is inte... (8 pages)View decision -
Decision Reference DRN-5347133
28 Feb 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5347133 The complaint Ms L complains that CA AUTO FINANCE UK LTD (“CA”) entered into a Personal Contract Purchase agreement (PCP) with her without carrying out an affordability assessment. What happened In June 2023, CA supplied Ms L with a used car through a PCP agreement. The pri... (3 pages)View decision -
Decision Reference DRN-5158419
28 Feb 2025 Manning & Company (South West) Ltd UpheldPensions and AnnuitiesDRN-5158419 The complaint Mr W has complained about the advice he received from Manning & Company (South West) Ltd to switch benefits held under three existing pension policies into a personal pension in 2012. What happened Mr W met an adviser from Manning in 2012 and it was record... (7 pages)View decision -
Decision Reference DRN-5363151
28 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5363151 The complaint Miss P is unhappy that Santander UK Plc (“Santander”) won't refund her after she fell victim to a safe account scam. What happened I’m not going to cover all the points raised in detail. The view of 25 October 2024 covered the details of Miss P’s testimon... (9 pages)View decision -
Decision Reference DRN-5344001
28 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5344001 The complaint Mr T complains that Barclays Bank UK PLC (Barclays) won’t refund money he lost in an investment scam. What happened What Mr T says: Mr T was looking for an investment and came across several firms on Instagram. He was then contacted by a ‘broker’ who claimed to... (7 pages)View decision -
Decision Reference DRN-5363096
28 Feb 2025 Metro Bank PLC UpheldConsumer CreditDRN-5363096 The complaint Mrs B is unhappy with Metro Bank Plc trading as RateSetter’s handling of a loan in her name that she says was taken out as the result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an ove... (3 pages)View decision -
Decision Reference DRN-5230679
28 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5230679 The complaint Mr S complains about how AXA Insurance UK Plc handled his claim after his car was involved in an incident in December 2023. What happened Mr S has motor insurance with AXA. In December 2023 the front of his car was damaged when it was hit by another vehicle. Mr... (8 pages)View decision -
Decision Reference DRN-5324393
28 Feb 2025 Lendable Ltd UpheldConsumer CreditDRN-5324393 The complaint Mr C complains that Lendable Ltd lent irresponsibly when it approved his loan application. What happened Mr C applied for a loan of £4,000 with Lendable in October 2023. In his application, Mr C said he was self employed with a monthly income of £2,092 and ren... (3 pages)View decision -
Decision Reference DRN-5362708
28 Feb 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5362708 The complaint Mr C settled his finance agreement early with Moneybarn No. 1 Limited (Moneybarn) and is unhappy with the amount of money they asked him to pay. When I refer to what Mr C or Moneybarn have said or done, it should also be taken to include things said or done on... (5 pages)View decision -
Decision Reference DRN-5351434
28 Feb 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5351434 The complaint Mr M complains STARTLINE MOTOR FINANCE LIMITED (“Startline”) shouldn’t have lent to him as he had a large amount of existing debt and was utilising his overdraft. What happened In January 2023, Startline provided Mr M with a hire purchase agreement for a used ... (5 pages)View decision
