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 121877 results
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Decision Reference DRN-5306153
4 Feb 2025 Newcastle Building Society UpheldBanking and PaymentsDRN-5306153 The complaint M, a limited company, complains that Newcastle Building Society trading as Manchester Building Society (“Manchester”) didn’t provide prompt access to funds in its savings account when withdrawals were requested. Mr F brings this complaint on behalf of M. What h... (5 pages)View decision -
Decision Reference DRN-5306236
4 Feb 2025 AWP P&C S.A. UpheldInsuranceDRN-5306236 The complaint Mr R and Mr B complain that AWP P&C S.A. has voided their travel insurance policy. What happened Mr R and Mr B bought a single trip travel insurance policy on 21 April 2023, provided by AWP. The cover period was between 28 April 2023 and 27 October 2023. ... (4 pages)View decision -
Decision Reference DRN-4824883
4 Feb 2025 247 Money Group Limited UpheldConsumer CreditDRN-4824883 The complaint Mr B is unhappy with the quality of a car supplied to him under a hire purchase agreement with 247 Money Group Limited trading as 247Money (“247”). What happened I sent Mr B and 247 my provisional findings on this complaint on 16 January 2025. A copy of that de... (6 pages)View decision -
Decision Reference DRN-5305909
4 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5305909 The complaint Mr B complained about the quality of a used car he acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (‘TFS’). When I refer to what Mr B or TFS have said or done, it should also be taken to include things said or done on their beh... (8 pages)View decision -
Decision Reference DRN-5191580
4 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5191580 The complaint Mrs B complains that Nationwide Building Society (NWide) didn’t refund money in a disputed ATM withdrawal. What happened On 28 May 2024, Mrs B went to withdraw cash from an ATM machine at Sainsburys. With her NWide card, she asked for two amounts of £250 and th... (2 pages)View decision -
Decision Reference DRN-5260368
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5260368 The complaint A company, which I’ll refer to as B, complains that Santander UK Plc took the wrong amounts in repayment of its Bounce Back Loan (BBL). What happened In July 2020, B successfully applied for a £39,000 BBL from Santander. BBLs were designed to help businesses g... (2 pages)View decision -
Decision Reference DRN-5257804
4 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5257804 The complaint Miss U had complained about how U K Insurance Limited (UKI) dealt with a claim under a home emergency policy. Miss U is represented on this complaint by Mr U, who I will also sometimes refer to. References to UKI include companies acting on its behalf. What h... (3 pages)View decision -
Decision Reference DRN-5304172
4 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5304172 The complaint Mr H has complained about a transfer of his Phoenix Life Limited personal pension to a small self-administered scheme (SSAS 1 ) in November 2015. Mr H’s SSAS was subsequently used to invest in an overseas property development. The investment now appears to have... (18 pages)View decision -
Decision Reference DRN-5302028
4 Feb 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5302028 The complaint Mr H has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (SSAS 1 ) in October 2015. Mr H’s SSAS was subsequently used to invest in an overseas property development. The investment now appears to have ... (17 pages)View decision -
Decision Reference DRN-5172072
4 Feb 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5172072 The complaint Miss H complains that Red Sands Insurance Company (Europe) Limited rejected a claim on her pet insurance and added an exclusion to the policy. What happened Miss H took out a pet insurance policy for her dog, which started on 7 April 2024. Soon after, her dog h... (3 pages)View decision
