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-5860852
31 Oct 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5860852 The complaint Mr F, who is represented by a third party, complains that Stellantis Financial Services UK Limited, trading as Vauxhall Finance (‘Vauxhall Finance’), irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In July 2017... (2 pages)View decision -
Decision Reference DRN-5776639
31 Oct 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5776639 The complaint Ms S complains that Prepay Technologies Ltd (‘Monese’) has unfairly declined to refund transactions made from her account after she was the victim of a scam. What happened On 7 July 2025, Ms S received an offer for an item she was selling via an online marketpl... (3 pages)View decision -
Decision Reference DRN-5848472
31 Oct 2025 USAA S.A. UK Branch Not upheldInsuranceDRN-5848472 The complaint Mr G complains USAA S.A. UK Branch (“USAA”) didn’t settle a claim against his valuable personal property policy fairly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focus on the reason... (2 pages)View decision -
Decision Reference DRN-5900907
31 Oct 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5900907 The complaint Mr and Mrs E have complained about the service provided by Accredited Insurance (Europe) Limited (‘Accredited’) under their home emergency insurance policy, following a leak at their home. For the avoidance of doubt, the term ‘Accredited’ includes reference to ... (4 pages)View decision -
Decision Reference DRN-4756385
31 Oct 2025 Scottish Friendly Assurance Society Limited UpheldInsuranceDRN-4756385 The complaint Mr G complains about how Scottish Friendly Assurance Society Limited have administered a reviewable whole of life (RWOL) policy he holds with them. What happened Mr G had held his Free Spirit Plan, a type of RWOL policy, since the late 1980s. It initially provi... (3 pages)View decision -
Decision Reference DRN-5826834
31 Oct 2025 The IPS Partnership Limited Not upheldPensions and AnnuitiesDRN-5826834 The complaint Ms C’s complaint is about a Self-Invested Personal Pension (‘SIPP’) she holds jointly with her husband, and about its transfer from The IPS Partnership Limited trading as James Hay Partnership (‘JHP’) to Dentons Pension Management Limited (‘Dentons’). She says ... (18 pages)View decision -
Decision Reference DRN-5875953
31 Oct 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5875953 The complaint Mr A complains that Home Retail Group Card Services Limited trading as Argos Card (Argos) lent irresponsibly when it approved his store card application and later increased the credit limit. What happened Mr A applied for an Argos store card in June 2021. In h... (3 pages)View decision -
Decision Reference DRN-5919049
31 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5919049 The complaint Mr P complains about the way he was treated by Admiral Insurance (Gibraltar) Limited (“Admiral”) after he notified them about an incident he was involved in with a third party while driving his vehicle. Mr P is represented in this complaint by Ms B. What happ... (5 pages)View decision -
Decision Reference DRN-5757272
31 Oct 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5757272 The complaint Mrs C complains that Marks & Spencer Financial Services Plc (“M&SFS”) have unfairly reversed a credit they had provided her after a previous complaint with our service. What happened In a previous complaint, M&SFS agreed to refund Mrs C for some fau... (2 pages)View decision -
Decision Reference DRN-5826815
31 Oct 2025 The IPS Partnership Limited Not upheldPensions and AnnuitiesDRN-5826815 The complaint Mr M’s complaint is about a Self-Invested Personal Pension (‘SIPP’) he holds jointly with his wife, and about its transfer from The IPS Partnership Limited trading as James Hay Partnership (‘JHP’) to Dentons Pension Management Limited (‘Dentons’). He says JHP c... (19 pages)View decision