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-5619489
12 Jun 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5619489 The complaint Miss W complains Lowell Portfolio I Ltd are: Asking her to repay an amount of debt which is wrong Wrote to an address after she’d asked them not to Requested a Subject Access Request (SAR) which wasn’t completed in time or correctly What happened I issued... (4 pages)View decision -
Decision Reference DRN-5607145
12 Jun 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5607145 The complaint Ms U complains Lowell Portfolio I Ltd have taken action to recover a debt when they shouldn’t have. What happened As I understand it Ms U’s information was passed to a company I’ll refer to as H in error. H incorrectly got a County Court Judgment (CCJ) against ... (3 pages)View decision -
Decision Reference DRN-5211502
12 Jun 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5211502 The complaint Mr H complains that Starling Bank Limited won’t refund the money he lost when he was the victim of what he feels was a scam. What happened Sometime around July 2022, someone Mr H had worked with previously told him about an opportunity to invest with a trading... (8 pages)View decision -
Decision Reference DRN-5619448
12 Jun 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5619448 The complaint Mr M has complained about his motor warranty provider Red Sands Insurance Company (Europe) Limited because it declined his claim for two failed turbos. What happened Mr M’s garage contacted Red Sands to make a claim – two of his car’s turbos had failed. The tu... (4 pages)View decision -
Decision Reference DRN-5198557
11 Jun 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5198557 The complaint Mr R complained that his enhanced annuity with Scottish Widows Limited has been reduced following its discovery of an error in not amending some of the health details he corrected on his application. What happened Mr R used a broker to search for an enhanced a... (8 pages)View decision -
Decision Reference DRN-5251543
11 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5251543 The complaint Mr P complains about Santander UK Plc. He would like Santander to refund him his remaining losses from a scam he fell victim to in 2021. What happened The details of what happened here are well-known to all parties, so I won’t repeat them in detail here. In su... (3 pages)View decision -
Decision Reference DRN-5618843
11 Jun 2025 Auto Accept Finance Limited UpheldConsumer CreditDRN-5618843 The complaint Mr and Mrs M complain about a car supplied under a hire purchase agreement, provided by Auto Accept Finance Limited (‘AAF’). What happened Around July 2023 Mr and Mrs M acquired a used car under a hire purchase agreement with AAF, from a dealer I’ll refer to as... (8 pages)View decision -
Decision Reference DRN-5315100
11 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5315100 The complaint Mr and Mrs R complains AXA Insurance UK Plc handled their subsidence claim poorly. AXA’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being AXA’s own. Mr and Mrs R are both complainants. A... (7 pages)View decision -
Decision Reference DRN-5586569
11 Jun 2025 Covea Insurance plc UpheldInsuranceDRN-5586569 The complaint Miss H says Covea Insurance plc and its agent provided her with poor service and discriminated against her on the basis of her disabilities and / or failed to make reasonable adjustments after she requested a replacement rear windscreen for her car. What happe... (6 pages)View decision -
Decision Reference DRN-5109118
11 Jun 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5109118 The complaint Mr C complains about the advice given by Harbour Rock Capital Limited (‘Harbour Rock’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self- invested personal pension (‘SIPP’). He says the advice was unsuitable for him ... (13 pages)View decision
