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 4269 results
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Decision Reference DRN-4268506
28 Jul 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4268506 The complaint Mr L complains that Helvetia Global Solutions Limited (“Helvetia”) is responsible for mishandling his claim on a breakdown insurance policy. What happened Mr L was living in the UK with his partner who was working for a ferry company that gave its staff free cross... (6 pages)View decision -
Decision Reference DRN-5018239
8 Apr 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5018239 The complaint X complains the car they acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. X is represented in this complaint by legal counsel, S. What happened X acqu... (5 pages)View decision -
Decision Reference DRN-2823213
18 May 2021 Ikano Bank AB (publ) UpheldConsumer CreditDRN-2823213 The complaint Mr T is complaining that Ikano Bank AB (publ) did not notify him a default would be registered. He’s also unhappy with the registration date of the default. What happened Mr T took out a loan with Ikano. He later experienced financial difficulties, so he came to a... (4 pages)View decision -
Decision Reference DRN-3850563
20 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3850563 The complaint Mr J is unhappy that Barclays Bank UK PLC decided not to refund him after he was the victim of an authorised push payment (APP) scam. Mr J has used a claims management company to bring his complaint. I’ll refer to them as R. What happened Mr J said a close friend ... (5 pages)View decision -
Decision Reference DRN-5175968
28 Nov 2024 Bradford & Bingley Limited UpheldMortgagesDRN-5175968 The complaint Mr S’s complaint is that, because Bradford & Bingley Limited (B&B) failed to remove a Land Charge in 2015, he wasn’t able to complete on an equity release mortgage in September 2022. Mr S would like B&B to compensate him for his financial losses bec... (5 pages)View decision -
Decision Reference DRN-5001878
5 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-5001878 The complaint Miss U complains about delays in esure Insurance Limited (esure) dealing with a claim under her motor insurance policy for damage to her vehicle following an accident. References to esure in this decision include their agents. What happened Miss U was involve... (4 pages)View decision -
Decision Reference DRN-3549940
17 Jun 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3549940 The complaint Mr W complains that Tesco Personal Finance PLC (Tesco) won’t refund payments he made to what he says were investment scammers. What happened In 2018 Mr W made a series of payments to two different merchants I’ll call S1 and S2. S1 initially contacted Mr W and advi... (4 pages)View decision -
Decision Reference DRN-2539691
30 Dec 2021 Cowley & Miller Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-2539691 The complaint Mrs M complains that due to delays caused by Cowley & Miller Independent Financial Services Limited (Cowley & Miller) she received a lower transfer value for her occupational pension scheme benefits than she would otherwise have done. What happened It appe... (5 pages)View decision -
Decision Reference DRN-4121058
8 Sep 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4121058 The complaint Mr M complains PayrNet Limited, trading as Pockit, blocked his account and have not returned the money held in it to him. Mr M says this has caused him financial loss and substantive distress and inconvenience. To keep things simple, I will refer to ‘Pockit’ in mo... (5 pages)View decision -
Decision Reference DRN7752123
22 Mar 2016 Lloyds Bank PLC Not upheldBanking and creditMiss F has complained that Lloyds Bank PLC (“Lloyds”) mis-sold a Silver packaged bank account to her in 2010 and again in 2011. She paid a monthly fee for the account and was offered several benefits in return.backgroundI attach my provisional decision of 11 February 2... (4 pages)View decision
