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 375119 results
-
Decision Reference DRN-5771945
22 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771945 The complaint Mr J complains Monzo Bank Ltd won’t refund payments taken from his account which he says he did not make or authorise. What happened about £7,000. Mr J raised the payments with Monzo but it said it wasn’t willing to refund the transactions via a direct debit i... (3 pages)View decision -
Decision Reference DRN-5773119
22 Aug 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5773119 The complaint Mr F is unhappy with the time it took for The Prudential Assurance Company Limited (Prudential) to transfer his personal pension away from them. What happened Mr F had a personal pension plan (PPP) with Prudential, the PPP had a guaranteed basic annuity (GBA).... (6 pages)View decision -
Decision Reference DRN-5583287
22 Aug 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5583287 The complaint Mr L is unhappy that British Gas Insurance Limited (“BG”) declined his claim for repair of his fridge-freezer. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. For around 15 years,... (3 pages)View decision -
Decision Reference DRN-5275596
22 Aug 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5275596 The complaint Mr C is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Nissan Finance (‘Nissan Finance’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this... (4 pages)View decision -
Decision Reference DRN-5655839
22 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5655839 The complaint Mr D says Admiral Insurance (Gibraltar) Limited and its garage provided very poor service when he made a claim on his motor insurance policy and that his car’s repairs were delayed. What happened Mr D ‘s car was damaged in an accident on 1 October 2024 but was... (5 pages)View decision -
Decision Reference DRN-5701142
22 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5701142 The complaint Miss S complains that TSB Bank plc irresponsibly gave her an overdraft she couldn’t afford. What happened In 2021, Miss S applied for a student current account with TSB. She was given an interest free overdraft of £1,000. In late 2024, Miss S complained to TSB ... (2 pages)View decision -
Decision Reference DRN-5772692
22 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5772692 The complaint Mr S complains that BMW Financial Services (GB) Limited (BMWFS) mis-sold him a hire purchase agreement. What happened In January 2024, Mr S was supplied with a used car through a hire purchase agreement with BMWFS. The cash price of the car was £41,000 and he ... (3 pages)View decision -
Decision Reference DRN-5568297
22 Aug 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5568297 The complaint Mr B and Mrs B complain about the price charged by Accredited Insurance (Europe) Ltd (“Accredited”) to renew their home insurance policy. Mr B has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any act... (3 pages)View decision -
Decision Reference DRN-5772226
22 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5772226 The complaint Mrs D, who is represented by her son, complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t let her withdraw a large sum of cash. What happened Mrs D has a current account with NatWest. She had a joint account elsewhere with a substantial balance whi... (2 pages)View decision -
Decision Reference DRN-5301957
22 Aug 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5301957 The complaint Mrs K with the help of a claims management company (CMC), has complained about the advice she was given by St James’s Place Wealth Management Plc (“SJP”) in 2018 to invest in an SJP Retirement Account (“RA”). She has said the advice was unsuitable for her becau... (7 pages)View decision
