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-5816186
15 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5816186 The complaint B, a limited company, complains that Starling Bank Plc unreasonably closed their account, leaving them with difficulty in repaying their Bounce Back Loan (BBL). What happened B held a current account with Starling, which they also used to make repayments to a ... (2 pages)View decision -
Decision Reference DRN-5385956
15 Sep 2025 HL Partnership Limited Not upheldInsuranceDRN-5385956 The complaint Mr and Mrs C complain that HL Partnership Limited mis-sold them life assurance and gave them incorrect advice. What happened Mr and Mrs C created a joint will as part of a will and estate planning service they received from IQ Wealth Limited (IQWL) in 2016. Th... (4 pages)View decision -
Decision Reference DRN-5620472
15 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5620472 The complaint Mr B complained that Aviva Insurance Limited (“Aviva”) unfairly declined his claim for damage caused by a water leak, under his home buildings insurance policy. What happened Mr B said water leaked into his child’s bedroom and was noticed on 22 January 2025. He... (3 pages)View decision -
Decision Reference DRN-5596996
15 Sep 2025 Well Dunn Limited Not upheldInsuranceDRN-5596996 The complaint Mr T complains about how Well Dunn Limited trading as Insurance Revolution Broking Services (WDL) has applied his no claims discount on his motor trade policy. What happened Mr T first took out a policy through WDL in 2023. His policy renewed in 2024 but due to... (2 pages)View decision -
Decision Reference DRN-5780695
15 Sep 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5780695 The complaint Miss H complains about problems she has had with a car Blue Motor Finance Ltd (BMF) supplied to her under a hire purchase agreement. What happened The facts of this case are familiar to both sides. Therefore, I do not intend to set out everything that has happ... (5 pages)View decision -
Decision Reference DRN-5452969
15 Sep 2025 M&G Wealth Advice Limited Not upheldPensions and AnnuitiesDRN-5452969 The complaint Mr T complains about advice received from M&G Wealth Advice Limited (M & G). What happened Mr T said he asked for advice from M & G regarding the possible transfer of a defined benefit (DB) workplace pension. The advice was not to transfer, and he f... (6 pages)View decision -
Decision Reference DRN-5623117
15 Sep 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5623117 The complaint Mr W complains that Phoenix Life Limited (Phoenix) mis administered his pension plans and delayed him taking benefits causing losses and inconvenience. He wants compensation for the losses and inconvenience caused. Mr W is assisted in bringing his complaint by... (3 pages)View decision -
Decision Reference DRN-5552557
15 Sep 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5552557 The complaint Mr W complains Kroo Bank (“Kroo”) blocked two transfers he made to external accounts in his name. What happened On 6 February 2025 Mr W transferred £15,000 to an external account in his name successfully. Later the same day at 8.55pm he attempted a further £20,... (4 pages)View decision -
Decision Reference DRN-5774232
15 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5774232 The complaint Mr W complains that he doesn’t receive his credit card statements early enough from NewDay Ltd trading as John Lewis Partnership Card. What happened Mr W holds a credit card account with NewDay Ltd. He receives the monthly statements through the post. But he s... (2 pages)View decision -
Decision Reference DRN-5818106
15 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5818106 The complaint Mr H complains about a car supplied under a hire purchase agreement, provided by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (‘BMWFS’). What happened Around October 2024 Mr H acquired a used car under a hire purchase agreement with... (7 pages)View decision