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
-
Decision Reference DRN-5834773
23 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5834773 The complaint Mrs G and Mr G have complained about the decline and handling of a claim made under their travel insurance policy by AWP P&C S.A. What happened The background to this complaint is well known the parties so it serves no purpose for me to repeat it in detail ... (2 pages)View decision -
Decision Reference DRN-5531586
23 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5531586 The complaint Mr J is unhappy that Metro Bank PLC won’t reimburse money he lost to a scam. Mr J is represented by a third-party claims firm, but I will refer to Mr J here. What happened The background to this complaint is well known to both parties, so I won’t repeat every... (3 pages)View decision -
Decision Reference DRN-5776817
23 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5776817 The complaint Mr C complains that a car acquired under a conditional sale agreement with Volvo Car Financial Services UK Limited (‘Volvo Car FS’). What happened In November 2024 Mr C was supplied with a brand-new car through a conditional sale agreement with Volvo Car FS. Th... (3 pages)View decision -
Decision Reference DRN-5658159
23 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5658159 The complaint D, a limited company, complains that AXA Insurance UK Plc has unfairly declined a claim under their business protection insurance policy. Where I refer to AXA, this includes the actions of its agents and claims handlers for which it takes responsibility. What... (3 pages)View decision -
Decision Reference DRN-5681746
23 Sep 2025 Thacker Fairweather UpheldPensions and AnnuitiesDRN-5681746 The complaint Mr L has complained about the advice he received from Thacker Fairweather (‘TF’) to transfer his existing Self-invested Personal Pension (‘SIPP’) and Individual Savings Account (‘ISA’) to a new provider. He’s said the transfer was unnecessary because he investe... (8 pages)View decision -
Decision Reference DRN-5833940
23 Sep 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5833940 The complaint Mr B complains about the ending of a hire agreement he had with Motability Operations Limited. What happened In June 2024, Mr B took out a hire agreement with Motability to get a brand new car. Under the agreement, Mr B made an advance payment of about £1,100 a... (4 pages)View decision -
Decision Reference DRN-5709528
23 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5709528 The complaint Mr L complains that Toyota Financial Services (UK) PLC trading as Lexus Financial Services (Toyota) lent to him irresponsibly. What happened On 30 June 2021, Mr L entered into a finance agreement with Toyota as shown below, to buy a new car. Mr L fell behind w... (3 pages)View decision -
Decision Reference DRN-5644234
23 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5644234 The complaint B, a charitable body, has complained Santander UK plc did nothing to protect them from being the victim of a scam. What happened Both Mr P, an authorised signatory for B, and B have accounts with Santander. Mr P is able to see both his personal and B’s separate... (3 pages)View decision -
Decision Reference DRN-5816643
23 Sep 2025 TrinityBridge Limited UpheldInvestmentsDRN-5816643 The complaint Ms F complains about the performance of her Individual Savings Account (ISA) whilst it was being managed by TrinityBridge Limited trading as Close Brothers Asset Management. She thinks Close Brothers failed to accurately ascertain her needs and objectives. What... (6 pages)View decision -
Decision Reference DRN-5638600
23 Sep 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5638600 The complaint Mr S complains that a car supplied to him under a personal contract purchase (PCP) agreement with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBF) is of unsatisfactory quality. What happened The circumstances surrounding this c... (6 pages)View decision