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 369228 results
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Decision Reference DRN-5609459
17 Jun 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5609459 The complaint Mr S complains Zopa Bank Limited unfairly defaulted his account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the reasons for my decision. F... (2 pages)View decision -
Decision Reference DRN-5629235
17 Jun 2025 Wakam UpheldInsuranceDRN-5629235 The complaint Mr A has complained about the way Wakam handled his claim under his private hire motor insurance policy and the fact that under the terms of his policy he was not entitled to a suitable replacement vehicle while his car was off the road. What happened Mr A’s c... (6 pages)View decision -
Decision Reference DRN-5620333
17 Jun 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5620333 The complaint Mrs C complains about the quality of a used car that was supplied through a hire purchase agreement with MotoNovo Finance Limited (MotoNovo). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional deci... (6 pages)View decision -
Decision Reference DRN-5257014
17 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5257014 Complaint Mr S is unhappy that Nationwide Building Society did not reimburse him after he told it he'd fallen victim to an investment scam. Background In late 2023, Mr S was contacted on social media by a woman who said she was an investment broker with a company I’ll c... (3 pages)View decision -
Decision Reference DRN-5285396
17 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5285396 The complaint Mr S believes his pension with The Prudential Assurance Company Limited (Prudential) was mis-sold. He’s also unhappy with the selected retirement date. He was concerned that this being earlier than he expected could affect his means tested benefits. What happen... (4 pages)View decision -
Decision Reference DRN-5583099
17 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5583099 The complaint Ms S complains that TSB Bank plc (TSB) didn’t do enough to protect her when she fell victim to an investment scam. Ms S is seeking a refund of the money she lost and is represented in this complaint. As it’s Ms S’s complaint I’ll refer to her. What happened Th... (5 pages)View decision -
Decision Reference DRN-5363049
17 Jun 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5363049 The complaint Mr S is unhappy that Phoenix Life Limited (Phoenix) will not let him take his pension benefits as a lump sum. He would Phoenix to allow him to do this. What happened I have reviewed all the evidence provided by both parties. I have not reproduced all of this in... (4 pages)View decision -
Decision Reference DRN-5630885
17 Jun 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5630885 The complaint Mr M complains about the quality of a used car he acquired through a conditional sale agreement (CSA), financed by Santander Consumer (UK) Plc. What happened In May 2023, Mr M acquired a used car. The cash price of the car was £32,199. An advance payment of £4,... (4 pages)View decision -
Decision Reference DRN-5402566
17 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5402566 The complaint Mr and Mrs M are unhappy with the way Admiral Insurance (Gibraltar) Limited have dealt with a claim on a car insurance policy. What happened An attempted theft of Mr and Mrs M’s car caused damage to it, so they made a claim to Admiral for its repair. The repai... (3 pages)View decision -
Decision Reference DRN-5449899
17 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5449899 The complaint Mrs K complains about how Admiral Insurance (Gibraltar) Limited settled a claim she made on her motor insurance policy after her car was written off. What happened Mrs K held a motor insurance policy with Admiral. After her car was damaged in a fire, she made a... (3 pages)View decision
