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-5784646
15 Sep 2025 Hamilton Insurance Designated Activity Company Not upheldInsuranceDRN-5784646 The complaint Mr and Mrs H have complained that Hamiton Insurance Designated Activity Company declined a claim they made on their annual travel insurance policy. As it is Mr H leading on the complaint, for ease, I will mostly just be referring to him in this decision. What... (3 pages)View decision -
Decision Reference DRN-5752418
15 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5752418 The complaint Mr G complains that he was unable to complete a balance transfer, and benefit from a preferential rate of interest due to technical issues with his Nationwide Building Society (Nationwide) online account and App. What happened In October 2024, Mr G complained t... (2 pages)View decision -
Decision Reference DRN-5412188
15 Sep 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5412188 The complaint Miss H complains that Madison CF UK Limited trading as 118118 Money lent irresponsibly when it approved her credit card application. What happened Miss H applied for a 118118 Money credit card in February 2022. In her application, Miss H said she was a council... (3 pages)View decision -
Decision Reference DRN-5198269
15 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5198269 The complaint Ms C complains that Bank of Scotland plc trading as Halifax won’t refund money she lost when she fell victim to a scam. Ms C is being represented by a claims management company in this complaint. What happened The full details of this complaint are well known... (4 pages)View decision -
Decision Reference DRN-5732256
15 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5732256 The complaint Mr C complains about how Admiral Insurance (Gibraltar) Limited handled a claim under his motor insurance policy. What happened Mr C was involved in a car accident in April 2024. He accepted liability for the accident and Admiral agreed to cover the third party’... (3 pages)View decision -
Decision Reference DRN-5809849
15 Sep 2025 IC WEALTH FINANCIAL PLANNING LTD UpheldInvestmentsDRN-5809849 The complaint Mrs B complains that an advisor from IC Wealth Financial Planning Limited (ICWFP) sold her an investment which transpired to be a fraud. She says the investment was mis-sold to her, as she was not a sophisticated investor, but a small investor looking to invest... (18 pages)View decision -
Decision Reference DRN-5626062
15 Sep 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5626062 The complaint Mr D complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market had recorded incorrect information on his credit file. What happened Mr D held a loan account with Quid Market. He set up a payment plan for the loan through a debt charity I’ll refer to as... (2 pages)View decision -
Decision Reference DRN-5765421
15 Sep 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5765421 The complaint Miss K complains that Secure Trust Bank Plc trading as Moneyway (‘STB’) mis-sold her a car on finance. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving di... (5 pages)View decision -
Decision Reference DRN-5674263
15 Sep 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5674263 The complaint Mr D complains Lowell Portfolio I Ltd returned his debt to the original lender when they shouldn’t have. What happened Mr D had a debt with a company I’ll refer to as A which was sold to Lowell. Mr D raised a complaint to our service about A, and we upheld the ... (3 pages)View decision -
Decision Reference DRN-5774194
15 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5774194 The complaint Mr and Mrs S have complained that Admiral Insurance (Gibraltar) Limited hasn’t paid out the full amount on a claim they made on a travel insurance policy. What happened Mrs S took out the annual policy on 18 February 2024. They were due to go on a trip in Oct... (4 pages)View decision