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-5804524
8 Sep 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5804524 The complaint Mr E complains about a car supplied under a hire purchase agreement, provided by MotoNovo Finance Limited. What happened Around October 2023 Mr E acquired a used car under a hire purchase agreement with Motonovo. The car is listed with a cash price of £16,345 ... (7 pages)View decision -
Decision Reference DRN-5804799
8 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5804799 The complaint X complains that Revolut Ltd hasn’t protected them from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, X has explained that between April an... (4 pages)View decision -
Decision Reference DRN-5610392
8 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5610392 The complaint Mrs F is unhappy that The Prudential Assurance Company Limited (‘Prudential’) sent payments to her adviser when she believed the adviser was not in a position to give her advice. Mrs F is represented by a professional representative, but for ease I will refer t... (2 pages)View decision -
Decision Reference DRN-5752645
8 Sep 2025 Fairstone Financial Management Limited UpheldMortgagesDRN-5752645 The complaint Mr B and Miss A complain that Fairstone Financial Management Limited (Fairstone) gave them the incorrect information about the cooling-off period for a product switch on their mortgage, which meant they had to pay an early repayment charge (ERC). What happened ... (5 pages)View decision -
Decision Reference DRN-5603953
8 Sep 2025 Accelerant Insurance UK Limited Not upheldInsuranceDRN-5603953 The complaint Mr P has complained that Accelerant Insurance UK Limited (“Accelerant”) unfairly declined a claim he made under his insurance backed guarantee. What happened In 2021 Mr P was provided with an insurance backed guarantee for his tiled replacement conservatory roo... (3 pages)View decision -
Decision Reference DRN-5576100
8 Sep 2025 ReAssure Limited Not upheldInsuranceDRN-5576100 The complaint Mr and Mrs B are unhappy, in summary, as they don’t think that ReAssure Limited (‘ReAssure’) has correctly administered their reviewable Whole of Life policy that they hold with it. What happened I've outlined what I think are the key events involved in M... (7 pages)View decision -
Decision Reference DRN-5804662
8 Sep 2025 Zenauto Limited UpheldConsumer CreditDRN-5804662 The complaint Mr G complains that Zenauto Limited asked him to MOT a car before handing it back at the end of a hire agreement. What happened In August 2021 Mr G entered into a hire agreement with Zenauto. The car was first registered and delivered on 7 September 2021. The ... (6 pages)View decision -
Decision Reference DRN-5759573
8 Sep 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5759573 The complaint Ms P has complained about her pet insurer, Red Sands Insurance Company (Europe) Limited (‘Red Sands’), changing its terms and conditions and no longer covering pre-existing conditions. What happened In July 2023 Ms P purchased pet insurance for her dog with Re... (4 pages)View decision -
Decision Reference DRN-5795028
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5795028 The complaint Mr and Mrs R have complained that Nationwide Building Society (“Nationwide”) changed the insurer that provides the travel insurance through its Flex Plus packaged bank account. Mr and Mrs R are unhappy that the new insurer has charged them significantly more to... (2 pages)View decision -
Decision Reference DRN-5335666
8 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5335666 The complaint Mr F complains that The Co-operative Bank Plc won’t refund the full amount of money he lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspicious such that The Co-operative Bank ought to hav... (2 pages)View decision