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-5742659
26 Sep 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5742659 The complaint Mr K complains that he received letters from St. James's Place Wealth Management Plc (‘SJP’) telling him that he was paying ongoing advice charges (‘OACs’) and he hasn’t had a satisfactory answer as to what service he ought to have received or to which inv... (3 pages)View decision -
Decision Reference DRN-5666807
26 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5666807 The complaint Mrs S is unhappy as she feels she was mis-sold a hire purchase agreement by Mercedes- Benz Financial Services UK Limited. What happened Mrs S originally acquired a car using a hire purchase agreement in 2021. The cash price of the car was £33,538.82 As her agre... (2 pages)View decision -
Decision Reference DRN-5718656
26 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5718656 The complaint Mr E complains about how Admiral Insurance (Gibraltar) Limited progressed a claim on his motor insurance. What happened Mr E had car insurance with Admiral. He had an accident in November 2023 and made a claim on the policy. The police attended Mr E’s accident.... (2 pages)View decision -
Decision Reference DRN-5485558
26 Sep 2025 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-5485558 The complaint Mr J complains that Amplifi Capital (U.K.) Limited trading as Reevo Money (“Reevo”) lent to him without doing proper affordability checks. If it had it would have seen he already had loans and credit cards meaning he could not afford the Reevo loan. What happen... (4 pages)View decision -
Decision Reference DRN-5772430
26 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5772430 The complaint Miss T complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved two credit card applications she made and increased the limit on one of the accounts. What happened Miss T first applied for an Aqua credit card in May 2014 (card 1). The appl... (3 pages)View decision -
Decision Reference DRN-5843607
26 Sep 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5843607 The complaint Mr E complains that Loans 2 Go Limited acted irresponsibly in providing him with a personal loan because it was unaffordable for him. What happened Mr E took out a personal loan with Loans 2 Go in January 2022. The amount borrowed was £1,500. The loan term was... (4 pages)View decision -
Decision Reference DRN-5667820
26 Sep 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5667820 The complaint Mrs I complains that Alwyn Insurance Company Limited declined a claim and voided her pet insurance policy. What happened Mrs I took out a lifetime pet insurance policy on 15 August 2023 to cover her pet. The policy was first provided by another insurer, and it... (3 pages)View decision -
Decision Reference DRN-5571319
26 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5571319 The complaint Mrs C complains about the terms relating to early repayment in her hire purchase agreement with Toyota Financial Services (UK) PLC trading as Lexus Financial Services (“Lexus”). What happened Mrs C has been represented in bringing her complaint by her husband, ... (3 pages)View decision -
Decision Reference DRN-5843228
26 Sep 2025 Interactive Brokers (U.K.) Limited UpheldInvestmentsDRN-5843228 The complaint Mr M complains about the ongoing costs applied by Interactive Brokers (U.K.) Limited (“IBUK”) to a contract for difference (“CFD”) position in his investment account, which he cannot close. What happened On 24 February 2022, Mr M opened a long CFD position on 1... (8 pages)View decision -
Decision Reference DRN-5742980
26 Sep 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-5742980 The complaint Mr D complains that Quai Investment Services Limited trading as Intelligent Money(Quai) failed to pass on his monthly pension contributions to his platform provider, leading to a financial loss. What happened Mr D had a Self-Invested Personal Pension (SIPP) wit... (5 pages)View decision