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 375266 results
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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 -
Decision Reference DRN-5768635
22 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5768635 The complaint Mr M and Mrs Z complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t settle their storm claim fully under their home insurance policy. What happened Admiral declined Mr M and Mrs Z’s claim for storm damage but offered to repair “the internal ... (3 pages)View decision -
Decision Reference DRN-5601806
22 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5601806 The complaint Mrs D complains that when she made a porting application, Bank of Scotland plc trading as Halifax required her to pay for specialist reports and repair estimates for the property she wanted to buy. She says this was unnecessary and caused delays and inconvenien... (4 pages)View decision -
Decision Reference DRN-5640308
22 Aug 2025 GSI WEALTH MANAGEMENT LTD UpheldPensions and AnnuitiesDRN-5640308 The complaint Mr A complains about the advice given by GSI Wealth Management Ltd (‘GSI’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and will caus... (11 pages)View decision -
Decision Reference DRN-5535616
22 Aug 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5535616 The complaint Mr K has complained that St. James's Place Wealth Management Plc (‘SJP’) should have been more proactive in keeping him informed around the changes to annuity rates in 2022. Mr K says that had SJP informed him that annuity rates were improving throughout ... (5 pages)View decision -
Decision Reference DRN-5606826
22 Aug 2025 Wakam Not upheldInsuranceDRN-5606826 The complaint Mrs A complains that Wakam gave incorrect information about her pet insurance policy which led to her incurring costs which weren’t covered. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes responsibility. ... (4 pages)View decision -
Decision Reference DRN-5772806
22 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5772806 The complaint Miss D complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled her claim on her motor insurance policy after her car was classed as a total loss. What happened Miss D made a claim on her motor insurance policy after her car was damaged by a t... (3 pages)View decision
