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-5396622
22 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5396622 The complaint Mrs W complains that a car she acquired using a hire purchase agreement with Mercedes- Benz Financial Services UK Limited (“MBFS”) was of unsatisfactory quality when it was supplied to her. What happened In March 2022, Mrs W acquired a used car using a hire pur... (3 pages)View decision -
Decision Reference DRN-5594323
22 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5594323 The complaint A director of P has complained that Barclays Bank UK PLC (“Barclays”) took an unreasonable amount of time to open a business account that P had applied for. She also says that Barclays made it very difficult for her to add P’s accountant to the account. The di... (7 pages)View decision -
Decision Reference DRN-5722128
22 Aug 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5722128 The complaint Mrs O complains that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (BMF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision... (5 pages)View decision -
Decision Reference DRN-5667226
22 Aug 2025 West Bay Insurance Plc UpheldInsuranceDRN-5667226 The complaint Ms M is unhappy with the service provided by West Bay Insurance Plc (West Bay) following a claim made on her home insurance policy. West Bay is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim... (4 pages)View decision -
Decision Reference DRN-5464503
22 Aug 2025 Financial Administration Services Limited UpheldPensions and AnnuitiesDRN-5464503 The complaint Mr H complains that Financial Administration Services Limited (Fidelity) blocked income payments from his Self-Invested Personal Pension Plan (SIPP) pending the finalisation of his divorce causing inconvenience and financial losses. He wants compensation for hi... (7 pages)View decision -
Decision Reference DRN-5767151
22 Aug 2025 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-5767151 The complaint Mr D complains about what he says were unnecessary delays and errors caused by Quilter Financial Planning Solutions Limited (Quilter) in recommending and then processing the transfer of his pension and payment of his tax-free cash (TFC) lump sum. He says that w... (7 pages)View decision -
Decision Reference DRN-5721898
22 Aug 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5721898 The complaint Mr B says Loans 2 Go Limited were unreasonable to report a default to his credit file. 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 key events here. Mr B complained ... (2 pages)View decision -
Decision Reference DRN-5560569
22 Aug 2025 Santander UK Plc UpheldInvestmentsDRN-5560569 The complaint Mr H complains about Santander UK Plc (Santander). He said Santander made mistakes when it arranged a transfer from three stocks and shares ISAs Mr H held with third parties, to a cash ISA account he held with it. Mr H said Santander should compensate him for ... (4 pages)View decision -
Decision Reference DRN-5728914
22 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5728914 The complaint Mr S complains that U K Insurance Limited trading as Churchill (“UKI”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports car, made by a premium-brand car-maker and first... (4 pages)View decision -
Decision Reference DRN-5643354
22 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5643354 The complaint Mr S, Mr S and Mrs S complain because AWP P&C S.A. (‘AWP’) hasn’t paid a cancellation claim under their travel insurance policy. All references to AWP include the agents appointed to handle claims on its behalf. This complaint has been brought to us by Mrs ... (3 pages)View decision
