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
-
Decision Reference DRN-5800135
1 Oct 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5800135 The complaint Mr C has complained that Financial Administration Services Limited delayed the payment of his tax-free lump sum from his pension plan. Mr C has claimed that he suffered a financial loss as a result. What happened Mr C holds a pension plan with Financial Admini... (7 pages)View decision -
Decision Reference DRN-5796438
1 Oct 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5796438 The complaint Mrs D complains that a used car she acquired through a hire purchase agreement financed by Blue Motor Finance Ltd (‘Blue Motor’) is of unsatisfactory quality. Mrs D is bringing the complaint with the help of her husband, Mr D. For ease of reading, I’ll refer s... (5 pages)View decision -
Decision Reference DRN-5852771
1 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5852771 The complaint Mr K complains Santander UK Plc acted unfairly by not refunding a payment he made using his debit card. What happened Mr K booked a three-night stay at a hotel I’ll refer to as H in November 2024, via an online booking platform, I’ll refer to as B. Once at the ... (4 pages)View decision -
Decision Reference DRN-5850304
1 Oct 2025 Interactive Investor Services Limited UpheldInvestmentsDRN-5850304 The complaint Mr T complains about the lack of communication from Interactive Investor Services Limited about his share dealing account, and that they sold his shares without consent. What happened In 2013 Mr T opened a share dealing account with NatWest Stockbrokers Limited... (6 pages)View decision -
Decision Reference DRN-5823966
1 Oct 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5823966 The complaint Miss O complains about how First Central Underwriting Limited (1st Central) avoided her motor insurance policy and declined her claim. What happened In March 2024 Miss O took out a motor insurance policy via an online intermediary - who I shall refer to as C. ... (4 pages)View decision -
Decision Reference DRN-5734459
1 Oct 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5734459 The complaint Mr & Mrs S complain that Tesco Underwriting Limited (“Tesco”) didn’t pay them enough for their car when it was damaged in a collision, and then forwarded their claim call to a third- party accident management company without their permission. What happened ... (4 pages)View decision -
Decision Reference DRN-5714010
1 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5714010 The complaint Mrs T complained that Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (“VWFS”) unfairly defaulted and terminated a car finance agreement when she was in financial difficulties. What happened The circumstances of the complain... (4 pages)View decision -
Decision Reference DRN-5570660
1 Oct 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5570660 The complaint Mr A complains that Wise Payments Limited didn’t do enough to protect his money from fraud and then didn’t refund him the money he lost when he alerted it to the scam. He wants the money he lost refunded. What happened Mr A was contacted through a messaging app... (4 pages)View decision -
Decision Reference DRN-5846881
1 Oct 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5846881 The complaint Mr P’s complaint is about incorrect information being provided to him by his pet insurer, Red Sands Insurance Company (Europe) Limited (‘Red Sands’) and a payment being taken later than expected by them from him. Mr P says Red Sands treated him unfairly. In thi... (2 pages)View decision -
Decision Reference DRN-5834341
1 Oct 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5834341 The complaint Mrs R’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘the Lender’), acted unfairly and unreasonably by: (1) Being party to an unfair credit relationship with them under Section 140A of the Consumer C... (3 pages)View decision