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 4777 results
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Decision Reference DRN3756364
8 Dec 2015 C.P.H. Ltd Not upheldInvestment and pensionsThis complaint is about the investment advice given to Mrs C by C.P.H. Ltd (“CPH”). In summary, the executors of Mrs C’s estate have said: The level of commission paid to CPH was disproportionate to the service provided. Also, the commission was not fully disclosed... (6 pages)View decision -
Decision Reference DRN-5715919
19 Jan 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5715919 The complaint Mrs M complained about the quality of a car provided on finance by Santander Consumer (UK) Plc trading as Santander Consumer Finance. What happened Santander supplied Mrs M with a used car on a conditional sale agreement in November 2021. The cash price of the... (5 pages)View decision -
Decision Reference DRN-5593465
18 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5593465 The complaint Mr P complains about a car supplied to him on finance by RCI Financial Services Limited trading as Nissan Financial Services (‘RCI’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. I... (5 pages)View decision -
Decision Reference DRN-5429712
18 Jul 2025 Accord Mortgages Limited Not upheldMortgagesDRN-5429712 The complaint Mr and Mrs H complain that Accord Mortgages Limited unfairly demanded that a mortgage protection clause needed to be added to the lease of the mortgaged property, which delayed their mortgage drawdown. This put them in a difficult position that could have been ... (4 pages)View decision -
Decision Reference DRN-2864381
8 Nov 2021 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-2864381 The complaint Mr W says Hargreaves Lansdown Asset Management Limited, trading as Hargreaves Lansdown (‘HL’), delayed the outward transfers of his stocks and shares Individual Savings Account (‘ISA’) and Self-Invested Personal Pension (‘SIPP’) and, as a result, caused him financ... (5 pages)View decision -
Decision Reference DRN-4686798
15 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4686798 The complaint Mr A has complained about his motor insurer AXA Insurance UK Plc because it accepted and settled a claim against him from another driver without questioning it or telling him. With the claim also having affected his premium at renewal. What happened Mr A, reversin... (5 pages)View decision -
Decision Reference DRN-5839939
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5839939 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost, after he fell victim to an investment scam. Mr M has brought his complaint to this service with the assistance of a professional representative, but for ease of reading I will ref... (4 pages)View decision -
Decision Reference DRN6145371
15 Dec 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs B has complained about Royal & Sun Alliance Insurance Plc’s (RSA) service after she claimed on her motor insurance policy.In bringing this complaint Mrs B’s been represented by her daughter, but for ease I’ll refer to her comments as being those of Mrs B.back... (4 pages)View decision -
Decision Reference DRN-5352502
21 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5352502 The complaint Mrs A complains that Ageas Insurance Limited (Ageas) voided her motor insurance policy and didn’t pay her claim. What happened Mrs A took out a motor insurance policy with Ageas in July 2023. She declared she was the main user and added her daughter and son-in... (5 pages)View decision -
Decision Reference DRN-4858106
18 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4858106 The complaint Mr H complains that Lloyds Bank PLC won’t reimburse him after he fell victim to a scam. He also complains that following the scam, Lloyds closed his account. What happened I issued a provisional decision on this case on 3 June 2024. I’ve copied the content of that... (5 pages)View decision