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-5811459
23 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5811459 The complaint Mr P’s complained that AXA Insurance UK Plc unfairly declined the claim he made for damage caused to his roof by a storm. AXA are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the agents appointed by AXA to han... (3 pages)View decision -
Decision Reference DRN-5794559
23 Sep 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5794559 The complaint Mrs Z complained about end of contract charges for a car supplied on finance by Santander Consumer (UK) plc trading as Santander Consumer Contract Hire (“SCCH”). What happened Both parties are familiar with the events of this complaint, so I’ve summarised thes... (5 pages)View decision -
Decision Reference DRN-5660261
23 Sep 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5660261 The complaint Mr A complains that a car he took on hire purchase from Marsh Finance & Commercial Limited was not of satisfactory quality. He wants to return it and to be reimbursed for what he has spent. What happened In July 2024 Mr A entered into a five-year hire purch... (2 pages)View decision -
Decision Reference DRN-5805936
23 Sep 2025 Compass Financial Associates Limited Not upheldPensions and AnnuitiesDRN-5805936 The complaint The estate of Mr R complains, in summary, that Compass Financial Associates Limited failed to act and advise the late Mr R appropriately when he was completing a nominated beneficiary form for his pension. The estate doesn’t think Mr R had the mental capacity t... (12 pages)View decision -
Decision Reference DRN-5739067
23 Sep 2025 Santander UK Plc Not upheldMortgagesDRN-5739067 The complaint Miss O and Mr P complain about the level of service they received from Santander UK Plc when applying for a mortgage with it. They say the service they received from Santander was very slow and inefficient, which caused long delays and resulted in them having t... (5 pages)View decision -
Decision Reference DRN-5400450
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5400450 The complaint Mrs B is complaining about National Westminster Bank Public Limited Company because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs B was the victim of a cruel impersonation scam. In summary, she was contacted by someone clai... (3 pages)View decision -
Decision Reference DRN-5777710
23 Sep 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5777710 The complaint Mr M complains Fairscore Ltd trading as Updraft (Fairscore) didn’t sufficiently check whether he could sustain the repayments before they agreed to lend to him. What happened Around September 2022 Mr M entered into a Fixed Sum loan agreement with Fairscore for ... (4 pages)View decision -
Decision Reference DRN-5705663
23 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5705663 The complaint Mr T complains that Barclays Bank UK PLC won’t refund money he lost when he was the victim of a crypto investment scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored t... (6 pages)View decision -
Decision Reference DRN-5822655
23 Sep 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5822655 The complaint Mrs J complains that a car that was supplied to her under a hire purchase agreement with RCI Financial Services Limited, trading as Mobilize Financial Services, wasn’t of satisfactory quality and about other issues with the car. Mrs J’s husband is also involved... (4 pages)View decision -
Decision Reference DRN-5615880
23 Sep 2025 Clear Score Technology Limited Not upheldConsumer CreditDRN-5615880 The complaint Mr W is unhappy he was unable to obtain the Annual Percentage Rate (APR), advertised by Clear Score Technology Limited trading as Clear Score, when applying for finance for a car. What happened Mr W used Clear Score to search finance options for a car he wanted... (3 pages)View decision