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
-
Decision Reference DRN-5756549
15 Oct 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5756549 The complaint J, a limited company, complains that OneSavings Bank Plc trading as Kent Reliance was unfair to appoint receivers in relation to its buy to let mortgages. J’s directors, who I’ll refer to as Mr and Mrs J, have brought this complaint on J’s behalf. Mr and Mrs J ... (3 pages)View decision -
Decision Reference DRN-5545105
15 Oct 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5545105 The complaint Mr and Mrs S complain AmTrust Specialty Limited has unfairly declined a claim they made on their building warranty for a flat roof. As Mr S has been the main correspondent for the claim and complaint, I’ve only referred to him in this decision. What happened Mr... (2 pages)View decision -
Decision Reference DRN-5749621
15 Oct 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5749621 The complaint Miss S has complained that deductions were made without warning, when she booked two currency transfers through Wise Payments Limited. What happened In February 2025, Miss S booked two currency transfers with Wise. To fund the transfers, Miss S sent 250 CHF and... (4 pages)View decision -
Decision Reference DRN-5365828
15 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5365828 The complaint Mr F complains that Barclays Bank UK Plc trading as Tesco Bank won’t refund the money he lost to an investment scam. What happened In 2023, Mr F says he decided to take up an investment opportunity after he was contacted by someone from a trading firm which I ... (4 pages)View decision -
Decision Reference DRN-5873800
15 Oct 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5873800 The complaint Mr M complains about the advice given by Zurich Assurance Ltd to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension and then take tax-free cash and annuity. He says the advice was unsuitable for him and belie... (8 pages)View decision -
Decision Reference DRN-5682586
15 Oct 2025 esure Insurance Limited UpheldInsuranceDRN-5682586 The complaint Mrs A complains about esure Insurance Limited trading as Sheilas’ Wheels’ service following a claim she made on her motor insurance policy. What happened In March 2024 Mrs A’s car was damaged after it collided with a deer. She claimed on her policy. She was unh... (3 pages)View decision -
Decision Reference DRN-5879821
15 Oct 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5879821 The complaint Mr D is unhappy that a van supplied to him under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. What happened In April 2024, Mr D was supplied with a used van through a hire purchase agreement with MotoNovo. He paid a... (6 pages)View decision -
Decision Reference DRN-5843305
15 Oct 2025 Butterworth Spengler Commercial Limited Not upheldInsuranceDRN-5843305 The complaint B, a limited company, complains about the sale of a property owners insurance policy by Butterworth Spengler Commercial Limited trading as Butterworth Spengler Insurance Brokers (‘Spengler’). B’s complaint is brought by Mr S, but I shall refer to all submission... (4 pages)View decision -
Decision Reference DRN-5760933
15 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5760933 The complaint Mr C is unhappy with TSB Bank Plc. Mr C visited a local branch to withdraw £300 in £50 notes only. Mr C was only given £150 and had to wait for the rest of the money. He was unhappy with the service from branch staff. What happened Mr C said when he entered th... (4 pages)View decision -
Decision Reference DRN-5112924
15 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5112924 The complaint Mr C complains that Santander UK Plc (‘Santander’) hasn’t refunded the money he lost as the result of a cryptocurrency investment scam. Mr C referred his complaint to this service with the help of a professional representative. However, for ease of reading, I’... (5 pages)View decision