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-5355203
25 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5355203 The complaint Mr H is unhappy that Santander UK Plc won’t remove restrictions that they’ve placed on his account. What happened On 18 March 2024, Mr H instructed the transfer of a large sum of money from his Santander account to a third-party account to purchase a car. The ... (5 pages)View decision -
Decision Reference DRN-5291196
25 Feb 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5291196 The complaint Mr K has complained that First Central Insurance Management Limited recorded a default record on his credit file which related to a motor policy taken out by a family member fraudulently in Mr K’s name. What happened Mr K said back in 2022, he was living in th... (3 pages)View decision -
Decision Reference DRN-5353971
25 Feb 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5353971 The complaint Mr W is unhappy with how Stellantis Financial Services UK Limited trading as Vauxhall Finance (‘VF’) handled the situation when his car was written off by an insurance company and he got into financial difficulty. What happened Around June 2019 Mr W took a cond... (6 pages)View decision -
Decision Reference DRN-5137142
25 Feb 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5137142 The complaint Mrs B has complained that ReAssure Limited didn’t tell her that the investment of her pension plan would be changed at her selected retirement age and that she subsequently received poor service when she contacted ReAssure Limited to ask about the change made t... (8 pages)View decision -
Decision Reference DRN-5352617
25 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5352617 The complaint Ms M has complained about the way Royal & Sun Alliance Insurance Limited (RSA) recorded an incident she reported under her home and buildings insurance policy. What happened In June 2024 Ms M called RSA. She explained that a tree from her garden had caused ... (4 pages)View decision -
Decision Reference DRN-5279332
25 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5279332 Complaint Miss K is unhappy that Bank of Scotland plc (trading as Halifax) didn’t reimburse her after she told it she’d fallen victim to a scam. Background The background to this complaint is well known to the parties. I don’t intend to set it out in comprehensive detail her... (4 pages)View decision -
Decision Reference DRN-5185354
25 Feb 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5185354 The complaint Miss S has complained about how Shop Direct Finance Company Limited treated her after she began to experience financial difficulties. Miss S is represented in this complaint by her father, Mr S. What happened My provisional decision of 10 February 2025 set out ... (4 pages)View decision -
Decision Reference DRN-4769270
25 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4769270 The complaint Mr A is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel job scam. He says he received a WhatsApp message from someone offering what he believed to be a genuine empl... (9 pages)View decision -
Decision Reference DRN-5353148
25 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5353148 The complaint Mrs C has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment she paid for with credit it provided. What happened In July 2023 Mrs C entered into a two-year fixed sum loan agreement with ... (5 pages)View decision -
Decision Reference DRN-5354294
25 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5354294 The complaint Mr H complains that U K Insurance Limited trading as Direct Line (UKI) won’t allow him to add his son as a named driver to his car insurance policy, either temporarily or permanently. What happened Mr H has car insurance with UKI. The policy was originally tak... (4 pages)View decision
