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 124111 results
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Decision Reference DRN-5493334
29 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5493334 The complaint Miss M complains that she shouldn’t still owe another payment on her previous finance agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”). What happened Miss M was approaching the end of her hire purchase agreeme... (3 pages)View decision -
Decision Reference DRN-5783851
29 Aug 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5783851 The complaint Mrs D complains, with the help of a professional third party, about the advice and service she has received from St. James's Place Wealth Management Plc (‘SJP’). Mrs D says the advice she received to switch pension providers and set up an investment ISA wa... (9 pages)View decision -
Decision Reference DRN-5784446
29 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5784446 The complaint Miss B has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) started charging her a monthly fee for a Select Platinum packaged account. Miss B is unhappy with this because, when she left NatWest, she says she was told she’d get the S... (4 pages)View decision -
Decision Reference DRN-5775740
29 Aug 2025 Millennium Insurance Company Limited UpheldInsuranceDRN-5775740 The complaint Mr S has complained about the service provided by Millenium Insurance Company Limited (‘Millenium’) in relation to his boiler under his home emergency insurance policy. For the avoidance of doubt, the term ‘Millenium’ includes its agents and representatives for... (5 pages)View decision -
Decision Reference DRN-5784441
29 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5784441 The complaint Mrs C complains Lloyds Bank Plc acted unfairly by not refunding a payment she made using her debit card. What happened In June 2024 Mrs C placed an order for a bathroom suite from a company I’ll refer to as B. She paid a total of £11,080 for a shower, vanity un... (4 pages)View decision -
Decision Reference DRN-5783746
29 Aug 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5783746 The complaint Ms R complains about how Fortegra Europe Insurance Company Ltd dealt with and settled a claim she made for damage to her sofa. What happened The background to this complaint and my initial conclusions were set out in my provisional decision dated 21 July 2025 ... (7 pages)View decision -
Decision Reference DRN-5752415
29 Aug 2025 West Bay Insurance Plc UpheldInsuranceDRN-5752415 The complaint Mr E complains that West Bay Insurance Plc unfairly settled a claim against his motor insurance policy. Reference to West Bay includes claims handlers who acted for it. What happened In December 2022 Mr E was in a low speed incident when his car bumped into the... (3 pages)View decision -
Decision Reference DRN-5379362
29 Aug 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5379362 The complaint Mr H, with the help of a claims management company, (“CMC”) has complained about the suitability of advice given to him by St. James's Place Wealth Management Plc (“SJP”) to transfer a personal pension into an SJP Retirement Account (“RA”). He has also sai... (6 pages)View decision -
Decision Reference DRN-5565341
29 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5565341 The complaint Mr I complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund money he’s lost in a scam. What happened Mr I was the victim of a purchase scam. Mr I paid a painter and decorator a deposit of £1,680 for work on a property he’d recently purchase... (3 pages)View decision -
Decision Reference DRN-5783093
29 Aug 2025 Barclays Bank UK PLC UpheldInsuranceDRN-5783093 The complaint Mrs M has complained that Barclays Bank PLC (trading as Barclaycard) failed to raise a claim on her credit card payment protection insurance (PPI) policies when she became unable to work in 2018. What happened Mrs M held two credit card accounts with Barclays,... (3 pages)View decision
