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 392389 results
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Decision Reference DRN-5923145
3 Nov 2025 Auto Accept Finance Limited Not upheldConsumer CreditDRN-5923145 The complaint Ms W complains that a car she acquired through a hire purchase agreement financed by Auto Accept Finance Limited trading as AAF (‘AAF’) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I wil... (4 pages)View decision -
Decision Reference DRN-5827544
3 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5827544 The complaint Miss W complains that TSB Bank plc (“TSB”) failed to prevent transactions that resulted in a loss of funds. Miss W also says TSB unfairly closed her account. What happened Miss W explained that she used a gambling site that resulted in the loss of several thous... (4 pages)View decision -
Decision Reference DRN-5695339
3 Nov 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5695339 The complaint Mrs S complains that the value of her Self-Invested Personal Pension (SIPP) fell significantly in value and Scottish Equitable plc trading as Aegon has failed to provide her with an explanation of why this happened. What happened Mrs S had a Retiready SIPP with... (6 pages)View decision -
Decision Reference DRN-5922742
3 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5922742 The complaint Mr M and Miss E complain that Revolut Ltd won’t refund money they lost when Mr M fell victim to an impersonation scam. The funds were lost from Mr M’s sole account, and Mr M and Miss E’s joint account with Revolut. As it was Mr M who spoke to the scammer, for ... (6 pages)View decision -
Decision Reference DRN-5885300
3 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5885300 The complaint Mr and Mrs T have complained about the settlement made by Ageas Insurance Limited after they made a claim for water damage under their home insurance policy. What happened Mr and Mrs T made a claim to Ageas after becoming aware of a water leak in their bathroo... (2 pages)View decision -
Decision Reference DRN-5919377
3 Nov 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5919377 The complaint Mr P complains about the time taken by Computershare Investor Services Plc (CIS) to transfer some of his shares to a new provider. What happened One of our Investigators looked into the complaint and thought CIS should pay Mr P some compensation for the service... (3 pages)View decision -
Decision Reference DRN-5922351
3 Nov 2025 MSIG Europe SE UpheldInsuranceDRN-5922351 The complaint M complains about how MSIG Europe SE wants to settle a claim he made on his commercial buildings insurance policy. Reference to MSIG includes its agents. M has also been represented in bringing this complaint. So for ease of reading, I’ll refer to M and his rep... (7 pages)View decision -
Decision Reference DRN-5707014
3 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5707014 The complaint Sadly, Mrs R, the complainant who fell victim to the scam, passed away while our service was looking into the matter, and so the estate of Mrs R is now pursuing the complaint. The estate of Mrs R is bringing the complaint that Santander UK Plc, declined to ref... (4 pages)View decision -
Decision Reference DRN-4493958
3 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-4493958 The complaint Mr T complains about a motor finance agreement he took out with Black Horse Limited trading as Land Rover Financial Services (Black Horse). Mr T believes that he has lost out as a result of Black Horse paying an undisclosed commission to the broker who arranged... (2 pages)View decision -
Decision Reference DRN-5801666
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5801666 The complaint Mrs S complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) unlawfully and improperly removed authority from the person appointed under a Lasting Power of Attorney (‘LPA’) to manage her bank accounts. What happened In 2018, Mrs S arrange... (3 pages)View decision