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 393318 results
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Decision Reference DRN-5907548
30 Oct 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5907548 The complaint Miss M complains about a car supplied to her using a hire purchase agreement taken out with Startline Motor Finance Limited (“Startline”). What happened In December 2023, Miss M acquired a used car using a hire purchase agreement with Startline. The car was ne... (5 pages)View decision -
Decision Reference DRN-5780530
30 Oct 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5780530 The complaint Mr W says that Phoenix Life Limited trading as Standard Life (Standard Life) caused a delay to the transfer of his self-invested personal pension (SIPP) from its investment platform to a new platform using a financial adviser. He complains about the impact of t... (5 pages)View decision -
Decision Reference DRN-5861703
30 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5861703 The complaint Ms W complains that Zopa Bank Limited (‘Zopa’) irresponsibly agreed to give her finance she couldn’t afford to repay. What happened In February 2023 Ms W acquired a used car financed by a fixed term hire purchase agreement from Zopa. Ms W was borrowing £19,500... (3 pages)View decision -
Decision Reference DRN-5915048
30 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5915048 The complaint Miss M complains that Santander UK Plc misled her that it would offer additional lending on her mortgage. She says she entered into a legally binding settlement agreement on this basis and was left unable to fund the agreed payment. Miss M asks for compensation... (4 pages)View decision -
Decision Reference DRN-5237433
30 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5237433 The complaint Ms M complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to an investment scam. She’s represented by a firm of solicitors. For simplicity, I’ll refer to Ms M throughout this decision. What happened The background is known to both parties, so ... (4 pages)View decision -
Decision Reference DRN-5888214
30 Oct 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5888214 The complaint Mr and Mrs I complain that INTACT INSURANCE UK LIMITED has failed to resolve a subsidence claim on their home buildings insurance policy. What happened Mr and Mrs I made a claim on their buildings insurance in 2018 after noticing cracks in the walls of their ho... (4 pages)View decision -
Decision Reference DRN-5897655
30 Oct 2025 Allianz Insurance Plc UpheldInsuranceDRN-5897655 The complaint Mr F has complained about his let property insurer Allianz Insurance Plc. He’s generally unhappy with how it handled and settled a claim he made for water damage. What happened Mr F let a property as office space. In summer 2023 water damage was found and the ... (8 pages)View decision -
Decision Reference DRN-5859341
30 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5859341 The complaint Mr D complains NewDay Ltd trading as John Lewis Partnership Credit Card (‘NewDay’) lost a payment he made to his credit card for several days, after he’d used their app. Mr D seeks further compensation to put things right. What happened Mr D was very unhappy th... (3 pages)View decision -
Decision Reference DRN-5787448
30 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5787448 The complaint Mr R complains Clydesdale Bank Plc trading as Virgin Money didn’t send him a notification letting him know his cash ISA was due to mature. He says he lost out of interest as a result. What happened Mr R has a cash ISA with Virgin Money with a substantial balanc... (2 pages)View decision -
Decision Reference DRN-5866364
30 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5866364 The complaint Mr A complains about the amount Admiral Insurance (Gibraltar) Limited (Admiral) paid to settle his car insurance claim. What happened In February 2025 Mr A was involved in a car accident and made a claim against his policy. Admiral deemed Mr A’s car was a tota... (3 pages)View decision