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 366874 results
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Decision Reference DRN-5539834
15 May 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5539834 The complaint Mr M complains through a representative that FirstRand Bank Limited trading as Motonovo Finance (“Motonovo”) failed to carry out proportionate affordability checks – had it done so it wouldn’t have lent to him. What happened In January 2018, Motonovo provided ... (4 pages)View decision -
Decision Reference DRN-5488082
15 May 2025 U K Insurance Limited UpheldInsuranceDRN-5488082 The complaint Miss S has complained about her let property insurer, U K Insurance Limited, regarding a claim she made to it when a leak and water damage were discovered at her property. What happened A leak and damage were found at the end of June 2023. Miss S contacted UKI... (3 pages)View decision -
Decision Reference DRN-5126100
15 May 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5126100 The complaint Mr R is unhappy that a car supplied to him under a hire purchase agreement with CA Auto Finance Ltd (‘CAF’) was of an unsatisfactory quality. What happened In June 2023, Mr R was supplied with a used car through a hire purchase agreement with CAF. The agreemen... (3 pages)View decision -
Decision Reference DRN-5389260
15 May 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5389260 The complaint Mr R, with the help of a claims management company (CMC) has complained that St James’s Place Wealth Management Plc (“SJP”) gave him unsuitable advice to switch his pension held with a different provider to an SJP Retirements Account (“SJP RA”) in 2013. He has ... (9 pages)View decision -
Decision Reference DRN-5236308
15 May 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5236308 The complaint Mrs C complains about the suitability of investment advice provided to her by St. James's Place Wealth Management Plc (“SJP”). She’s represented in bring her complaint, but for ease of reading I’ll refer to submissions having been made by Mrs C. What happe... (3 pages)View decision -
Decision Reference DRN-5393561
15 May 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5393561 The complaint Mr and Mrs B complain that Great Lakes Insurance UK Limited retrospectively declined a claim under their travel insurance policy. What happened Mr and Mrs B took out a single trip policy on 6 June 2023. The cover period was between 16 November 2023 and 6 May 2... (2 pages)View decision -
Decision Reference DRN-5371643
15 May 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5371643 The complaint Mr and Mrs B are unhappy with the way Great Lakes Insurance UK Limited acted after Mrs B declared a change in her health after a travel insurance policy, she and Mrs B had the benefit of, renewed in November 2023. All reference to Great Lakes includes its agen... (4 pages)View decision -
Decision Reference DRN-5528809
15 May 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5528809 The complaint Mr G, who is represented by a third party, complains that Specialist Motor Finance Limited (‘SMFL’) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In March 2018, Mr G acquired a used car financed by a hire purcha... (4 pages)View decision -
Decision Reference DRN-5558709
15 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5558709 The complaint Mr J says that Barclays Bank UK PLC were wrong to recall direct debit payments. He says that led him to incur interest and charges for late payment of his credit card bill. What happened The details of this complaint are well known to both parties, so I won’t r... (2 pages)View decision -
Decision Reference DRN-5401233
15 May 2025 Goldman Sachs International Bank Not upheldBanking and PaymentsDRN-5401233 The complaint Mr S complains that Goldman Sachs International Bank trading as Marcus by Goldman Sachs refused to link his savings account to a savings account he held with another provider. What happened Mr S holds a Marcus Online Saving Account. He wanted to change his link... (2 pages)View decision
