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 4563 results
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Decision Reference DRN1002838
7 Mar 2019 Southern Rock Insurance Company Limited UpheldInsurance (excluding PPI)Mr L has complained about the way Southern Rock Insurance Company Limited dealt with a claim he made on his motor insurance policy which he says left him in a very difficult financial situation.All references to Southern Rock include its agents. background I issued a p... (4 pages)View decision -
Decision Reference DRN1013174
26 Jun 2014 Billing Finance Ltd UpheldBanking and creditMr and Mrs G complain about a car that was supplied to them through a hire purchase agreement with Billing Finance Ltd (Billing Finance). They say that the car has a much higher mileage than advertised and that they wouldn’t have agreed to take the car had they known its true mile... (5 pages)View decision -
Decision Reference DRN-2421604
23 Apr 2021 Acasta European Insurance Company Limited UpheldInsuranceDRN-2421604 The complaint Mr and Mrs D are unhappy Acasta European Insurance Company Limited turned down a claim they made on their wedding insurance policy. What happened Mr and Mrs D took out wedding insurance with Acasta for their wedding which was due to take place on 21 March 2020. On... (4 pages)View decision -
Decision Reference DRN-3600041
8 Aug 2022 Bank of Scotland Plc Not upheldMortgagesDRN-3600041 The complaint Mr and Mrs D have complained that Bank of Scotland Plc (trading as Halifax) has unfairly declined their request for a mortgage term extension. To settle the complaint, Mr and Mrs D would like Halifax to grant the mortgage term extension. Mr D has dealt with the co... (4 pages)View decision -
Decision Reference DRN-5169208
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5169208 Complaint Mrs M is unhappy that Santander UK Plc didn’t reimburse her after she told it she’d fallen victim to an investment scam. Background In 2020, Mrs M learned about an investment opportunity via a family member. The opportunity was provided by a company called Buy2LetC... (4 pages)View decision -
Decision Reference DRN-5287461
1 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5287461 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost as a result of an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in... (4 pages)View decision -
Decision Reference DRN-5542683
8 May 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5542683 The complaint Mr C complains about the difficulties encountered in registering a Power of Attorney (POA) with National Savings and Investments (NS&I). He believes it’s behaved unreasonably towards him. Note Whilst this is Mr C’s complaint, I will refer to Mrs S as she ... (4 pages)View decision -
Decision Reference DRN0168719
31 Jul 2017 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr W complains that after his car was written off, Volkswagen Financial Services (UK) Limited (VFS) misled him to believe that his finance agreement would continue if he bought a replacement car. Mr W’s partner has helped him with his complaint.backgroundThe backgr... (9 pages)View decision -
Decision Reference DRN-5049005
27 Sep 2024 Vanguard Asset Management, Ltd UpheldPensions and AnnuitiesDRN-5049005 The complaint Mrs P wanted to transfer her personal pension with Vanguard to a new Small Self- Administered Scheme (SSAS), sponsored by her long-time employer, in order to invest in commercial property with her husband who was also a member of the SSAS. She started this proc... (8 pages)View decision -
Decision Reference DRN-4985545
3 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4985545 The complaint Mr S has complained, with the help of his representatives, about a transfer of his ReAssure Limited (‘ReAssure’) personal pensions to a small self-administered scheme (SSAS) in January 2015. Mr S’ SSAS was subsequently used to invest in a fractional ownership o... (9 pages)View decision
