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
-
Decision Reference DRN-5574169
21 Aug 2025 Sesame Limited UpheldPensions and AnnuitiesDRN-5574169 The complaint Mr N complains that the advice Sesame Limited gave him to transfer his defined pension benefits from his former occupational pension scheme (OPS) to a personal pension arrangement wasn’t in his best interests. What happened Mr N’s complaint was considered by on... (3 pages)View decision -
Decision Reference DRN-5677023
21 Aug 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5677023 The complaint Mr J says Specialist Motor Finance Limited (‘SMFL’) irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. He says that it didn’t take into considerat... (4 pages)View decision -
Decision Reference DRN-5723895
21 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5723895 The complaint Mr J complains about a claim he made to Monzo Bank Ltd (Monzo) for a declined refund from a retailer. What happened In February 2025, Mr J bought items of clothing, shoes and jewellery from a global and well- known luxury brand retailer (the retailer) whilst ab... (3 pages)View decision -
Decision Reference DRN-5760014
21 Aug 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5760014 The complaint Miss P complains that AXA PPP Healthcare Limited declined to pay for physiotherapy under her private health insurance policy. What happened Miss P took out a private health insurance policy with AXA as a continuation of cover from a previous group policy. The ... (5 pages)View decision -
Decision Reference DRN-5762273
21 Aug 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5762273 The complaint Mrs A and Mr H complain about the way The Mortgage Works (UK) Plc dealt with their application for a buy to let mortgage. They say it caused them to incur unnecessary costs of about £1,000 before having to pull out of their purchase. What happened Mrs A and Mr ... (3 pages)View decision -
Decision Reference DRN-5703990
21 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5703990 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited offered him an unfair settlement under a motor insurance policy. What happened Mr M had an Admiral motor insurance policy. In November 2024, he made a claim on his policy after his car was damaged. Admir... (2 pages)View decision -
Decision Reference DRN-5765645
21 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5765645 The complaint Mr and Mrs M complain that Santander UK Plc won’t refund the money they lost as a result of a scam. Mr and Mrs M have been represented in their complaint by their son. What happened Both parties are familiar with the background to this complaint, so I’ll simply... (7 pages)View decision -
Decision Reference DRN-5767922
21 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5767922 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with CA Auto Finance UK Ltd (“CAAF”) was of an unsatisfactory quality. When I refer to what Mr M said and what CAAF said, it should also be taken to include things said on their behalf.... (5 pages)View decision -
Decision Reference DRN-5768842
21 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5768842 The complaint Mr P has complained AXA Insurance UK Plc unfairly declined a claim he made on a home insurance policy which provided cover to his property. What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to deci... (5 pages)View decision -
Decision Reference DRN-5500586
21 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5500586 Complaint Mr G is unhappy that Barclays Bank UK PLC didn’t reimburse him after he reported falling victim to a scam. Background In May 2020, Mr G fell victim to an investment scam. At the time, he was undertaking a property investment training course with a well-established ... (5 pages)View decision
