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 367928 results
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Decision Reference DRN-5273867
23 May 2025 Premium Credit Limited Not upheldConsumer CreditDRN-5273867 The complaint Mrs I complains about the outcome of a claim she made to Premium Credit Limited regarding a course. What happened In February 2023, Mrs I signed up to a course provided by a company I’ll call ‘L’ and financed the cost of this using a running account credit agre... (3 pages)View decision -
Decision Reference DRN-5178514
23 May 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5178514 The complaint Mr H complains that the vehicle supplied to him by Close Brothers Limited (“Close Brothers”) was faulty, which has resulted in excessive oil consumption. What happened In November 2023, Mr H was supplied with a used car through a conditional sale agreement wit... (3 pages)View decision -
Decision Reference DRN-5577002
23 May 2025 American International Group UK Limited UpheldInsuranceDRN-5577002 The complaint Mr A has complained that American International Group UK Limited (AIG) unreasonably refused to pay his claim for the theft of his mobile phone under his mobile phone insurance policy. What happened On 30 June 2024, Mr A said he had called a taxi via an app, it... (4 pages)View decision -
Decision Reference DRN-5564692
23 May 2025 Santander UK Plc Not upheldMortgagesDRN-5564692 The complaint Mr and Mrs S complain that Santander UK Plc (Santander) would not give them the option to change to an interest-only mortgage during a period of financial difficulties. Whilst Mrs S has consented to this Service looking into the complaint, she has confirmed tha... (5 pages)View decision -
Decision Reference DRN-5499208
23 May 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5499208 The complaint Mr L has complained about his motor warranty provider Fortegra Europe Insurance Company Ltd because it has declined his claim made for a failed wing mirror. What happened Mr L had an extended warranty with Fortegra to cover him against mechanical breakdown – ... (3 pages)View decision -
Decision Reference DRN-5542985
23 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5542985 Complaint Mrs R has complained about a credit card that Santander UK Plc (“Santander”) provided to her. She says the credit card was not affordable for her and as she was already in persistent debt with other credit card providers, she shouldn’t have been provided with this... (8 pages)View decision -
Decision Reference DRN-4908334
23 May 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4908334 The complaint Mr A complains that St. James’s Place Wealth Management Plc (SJP) gave him unsuitable advice to switch an existing personal pension into an SJP Retirement Account What happened Our investigator set out the background to this complaint in his assessment. As this... (11 pages)View decision -
Decision Reference DRN-5545441
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5545441 The complaint A company, which I will refer to as H, complains that Revolut Ltd introduced a new fee for its Basic Business Account without giving adequate notice. What happened H’s director told us: On 25 February 2025, Revolut wrote to him to say it was introducing a mo... (3 pages)View decision -
Decision Reference DRN-5073245
23 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5073245 The complaint Mr C is unhappy that HSBC UK Bank Plc trading as first direct (“HSBC”) won’t refund money he lost as a result of a scam. What happened Mr C met a person online who I will call D. Mr C says that he exchanged a number of video calls and messages with her. After s... (2 pages)View decision -
Decision Reference DRN-5465795
23 May 2025 Countrywide Principal Services Limited UpheldInsuranceDRN-5465795 The complaint Mr N complains that Countrywide Principal Services Limited trading as Countrywide Insurance Services mis-sold a rent protection insurance policy to him and that it later cancelled the policy. What happened In March 2024, Mr N took out rent and legal protection ... (4 pages)View decision
