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-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 -
Decision Reference DRN-5875040
15 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5875040 The complaint Mr G complains that Vanquis Bank Limited (‘Vanquis’) blocked a transaction on his credit card and didn’t explain why this had happened. Mr G’s unhappy with how his complaint was investigated and addressed. He’d like a formal written apology and £350 compensatio... (2 pages)View decision