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-5755796
26 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5755796 The complaint Mr B complains about the service he received from American Express Services Europe Limited (Amex) in relation to two credit card accounts. What happened Mr B holds two credit cards with Amex. In 2024, Mr B was struggling financially and missed a number of paym... (3 pages)View decision -
Decision Reference DRN-5572655
26 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5572655 The complaint Mr M complains that Barclays Bank UK PLC, trading as Tesco Bank, failed to warn him of the consequences of his credit card being blocked whilst abroad and failed to help when this happened. What happened Mr M travelled with his family on a foreign holiday in S... (4 pages)View decision -
Decision Reference DRN-5776348
26 Aug 2025 One Insurance Limited UpheldInsuranceDRN-5776348 The complaint Mrs S has complained about the way her motor insurer, One Insurance Limited (‘One Insurance’) dealt with a claim she made on her policy. What happened I issued a provisional decision regarding this complaint earlier this month where I said I was considering up... (7 pages)View decision -
Decision Reference DRN-5700761
26 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5700761 The complaint Mr M complains about the quality of a car he has been financing through an agreement with CA AUTO FINANCE UK LTD (CA). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the k... (3 pages)View decision -
Decision Reference DRN-5752013
26 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5752013 The complaint Mr M’s complaint relates to problems he had with a car supplied to him by CA Auto Finance under a personal contract hire agreement. What happened The facts of this case are familiar to both sides and – in many respects - are not in dispute. With that being the ... (6 pages)View decision -
Decision Reference DRN-5775292
26 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5775292 The complaint Ms K complains that Santander UK Plc won’t refund the money she lost as the result of a scam. She also complains about some transactions and a payment mandate on her account. What happened In June 2024 Ms K was contacted by someone who claimed to be from Santan... (7 pages)View decision -
Decision Reference DRN-5748995
26 Aug 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5748995 The complaint Ms M complains about Tesco Underwriting Limited (“TUL”) and their referral to a credit hire provider. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologically in detail. But to summarise... (5 pages)View decision -
Decision Reference DRN-5716568
26 Aug 2025 QUILTER FINANCIAL SERVICES LIMITED UpheldInvestmentsDRN-5716568 The complaint Mr and Mrs S complain about the advice they received from Quilter Financial Services Limited (‘Quilter’) to invest in a unit-trust based investment. They also say they did not receive adequate ongoing advice reviews to ensure continued suitability of the advice... (9 pages)View decision -
Decision Reference DRN-5759738
26 Aug 2025 Salary Finance Loans Limited UpheldConsumer CreditDRN-5759738 The complaint Miss P complains that Salary Finance Loans Limited (‘SFL’) didn’t communicate fairly with her or adequately support her during a period of financial difficulty. Miss P complains that SFL reported adverse information to her credit file and caused her significant... (5 pages)View decision -
Decision Reference DRN-5643474
26 Aug 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5643474 The complaint Dr D has complained that after she transferred her pension benefits into a self-invested personal pension (SIPP), mistakes by AFH Independent Financial Services trading as AFH Wealth Management (AFH) led to a substantial portion of her benefits not being invest... (6 pages)View decision
