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 392389 results
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Decision Reference DRN-5599244
18 Sep 2025 Topaz Finance Limited UpheldMortgagesDRN-5599244 The complaint Mrs M complains about how Topaz Finance Limited trading as Hessonite Mortgages dealt with her account when she encountered financial difficulties. What happened Mrs M originally had a buy to let interest-only mortgage with Northern Rock and the account was swit... (3 pages)View decision -
Decision Reference DRN-5674591
18 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5674591 The complaint Mr L has complained about how Revolut Ltd (Revolut) handled a refund claim he made to them. What happened • In December 2024, Mr L purchased two items from an online marketplace (which I’ll refer to as ‘F’) using his debit card– a game console to the sum of £1... (4 pages)View decision -
Decision Reference DRN-5824486
18 Sep 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5824486 The complaint Ms U complains about the way Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with an escape of water claim she made on her home insurance policy. What happened The following is intended as a summary of key events only. Ms U reported an escape of water ... (4 pages)View decision -
Decision Reference DRN-5820270
18 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5820270 The complaint Miss L’s complaint arises from a claim under her appliance insurance policy with Domestic & General Insurance Plc (“D & G”). What happened On 22 February 2022, Miss L contacted D & G as her washing machine was not draining properly. D & G arran... (6 pages)View decision -
Decision Reference DRN-5824445
18 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5824445 Complaint Ms C complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into hire-purchase agreements with her. Ms C complaint has been made by a representative who I’ll refer to as the representative in this decision. The representative said the paym... (5 pages)View decision -
Decision Reference DRN-5596005
18 Sep 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5596005 The complaint Ms N has complained about the way a withdrawal from her pension was processed by Hargreaves Lansdown Asset Management Limited (‘HLAM’). Ms N states that HLAM processed a withdrawal for the entirety of her pension value rather than the £20,000 she had requested.... (3 pages)View decision -
Decision Reference DRN-5754820
18 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5754820 The complaint Miss U is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, incorrectly updated the address on her account. What happened Miss U had a credit account with Tesco which was in significant and prolonged arrears, meaning that the account was being managed b... (3 pages)View decision -
Decision Reference DRN-5811520
18 Sep 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5811520 The complaint Mr D is unhappy with the quality of repairs Fortegra Europe Insurance Company Ltd (“Fortegra”) carried out as part of his claim on his minor cosmetic damage insurance policy. He’s also unhappy with its offer to settle a subsequent claim for further damage on th... (3 pages)View decision -
Decision Reference DRN-5317419
18 Sep 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5317419 The complaint Mr J complains that investment advice provided to him by St. James's Place Wealth Management Plc (“SJP”) was unnecessary and unsuitable. Further, SJP then failed to provide the annual reviews for which it had deducted ongoing advice charges (OAC). He’s rep... (5 pages)View decision -
Decision Reference DRN-5401408
18 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5401408 The complaint Mr B is unhappy Barclays Bank UK PLC, trading as Tesco Bank (“Tesco”), won’t reimburse him the money he lost when he fell victim to a scam. What happened The details of this case have been clearly set out by our Investigator. As such, the facts are well-known ... (4 pages)View decision