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-5228579
16 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5228579 The complaint Miss T complains that Santander UK Plc (‘Santander’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Miss T says that she received a text message that purported to be from a delivery company and clicked a link to provide details... (3 pages)View decision -
Decision Reference DRN-5626289
16 Sep 2025 Homeserve Membership Limited Not upheldInsuranceDRN-5626289 The complaint Mr H has complained that Homeserve Membership Limited (Homeserve) automatically renewed his home emergency policy. What happened Mr H took out a policy with a Homeserve for his plumbing and drainage when it was running an introductory offer. A couple of years ... (2 pages)View decision -
Decision Reference DRN-5160437
16 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5160437 The complaint Mr H, Mrs H and Mrs C as trustees of the H Trust complain about a reviewable whole of life (RWOL) policy the trust holds with Zurich. They’re unhappy that the sum assured was reduced after a policy review in 2020. What happened Mr and Mrs H originally made the ... (3 pages)View decision -
Decision Reference DRN-5819376
16 Sep 2025 IC WEALTH FINANCIAL PLANNING LTD UpheldInvestmentsDRN-5819376 The complaint Mr C complains that an advisor from IC Wealth Financial Planning Limited (ICWFP) sold him an investment that resulted in the loss of all his capital. He says he wanted advice on the investment money he had received as part of an inheritance, and contacted ICWFP... (14 pages)View decision -
Decision Reference DRN-5310755
16 Sep 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5310755 The complaint Miss B complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket treated her unfairly during a period of financial difficulty, and that it set up a payment plan on her loan without her agreement. What happened In August 2023, Miss B took out a loan with... (2 pages)View decision -
Decision Reference DRN-5816837
16 Sep 2025 Age Partnership Wealth Management Limited UpheldPensions and AnnuitiesDRN-5816837 The complaint Mr P complains that Age Partnership Wealth Management Limited (Age Partnership) caused avoidable delays to his annuity purchase, leading to a financial loss. He also thinks it failed to sufficiently manage his application. What happened Mr P wanted to consolida... (14 pages)View decision -
Decision Reference DRN-5668175
16 Sep 2025 Intrum Mortgages UK Finance Limited Not upheldMortgagesDRN-5668175 The complaint Ms S complains that Intrum Mortgages UK Finance limited trading as Intrum Mortgages has not treated her fairly once a six-month payment holiday came to an end. What happened Ms S took out a mortgage with Magellan Homeloans. In 2020, Mars Capital Finance took ow... (2 pages)View decision -
Decision Reference DRN-5488853
16 Sep 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5488853 The complaint Mr C complains HSBC UK Bank Plc (“HSBC”) irresponsibly lent to him. What happened In April 2024 Mr C applied for a loan with HSBC. The loan was accepted, and he was provided with £10,000 to be repaid over three years with a monthly repayment of £337.41. Mr C ... (2 pages)View decision -
Decision Reference DRN-5816959
16 Sep 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5816959 The complaint Mr P complains that Legal and General Assurance Society Limited (L&G) caused avoidable delays to the purchase of his annuity, leading to a rate reduction and a financial loss. What happened Mr P wanted to consolidate his six pension funds across four pensio... (13 pages)View decision -
Decision Reference DRN-5672144
16 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5672144 The complaint Mr R is unhappy with the customer service provided by Nationwide Building Society, (Nationwide). He says its agents are incompetent and rude. What happened Mr R complained to Nationwide regarding a number of issues, including incorrect information given to him ... (2 pages)View decision