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 400695 results
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Decision Reference DRN-5889039
13 Nov 2025 Scotwest Credit Union Limited Not upheldConsumer CreditDRN-5889039 The complaint Miss W is complaining that Scotwest Credit Union Limited acted irresponsibly in lending to her. Miss W’s complaint has been handled by a representative, but, for ease, I’ve written as if we’ve dealt with her directly throughout. What happened Miss W joined Scot... (4 pages)View decision -
Decision Reference DRN-5940208
13 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5940208 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited wasn’t of satisfactory quality. What happened A new car was supplied to Mr M under a hire purchase agreement with BMW Financial Services ... (3 pages)View decision -
Decision Reference DRN-5950014
13 Nov 2025 Allied Irish Banks Plc Not upheldBanking and PaymentsDRN-5950014 The complaint Mr C complains that Allied Irish Banks Plc (“AIB”) won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on th... (3 pages)View decision -
Decision Reference DRN-5623809
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5623809 The complaint Miss S complains that Santander UK Plc (‘Santander’) won’t refund the money she lost to an investment scam. She’s represented by a firm of solicitors. For simplicity, I’ll refer to Miss S throughout this decision. What happened The background is known to both p... (3 pages)View decision -
Decision Reference DRN-5751254
13 Nov 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5751254 The complaint Miss B complains about Tradex Insurance Company PLC’s decision to not deal with a claim she made on her motor insurance policy. What happened Miss B held a motor insurance policy with Tradex. That policy also provided her with cover for driving other cars (DOC)... (2 pages)View decision -
Decision Reference DRN-5803405
13 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5803405 The complaint Mr Q complains that esure Insurance Limited voided his motor insurance policy (cancelled it from the start) and declined his claim following the theft of his car. He wants his car repaired. What happened Mr Q’s car was stolen and recovered damaged. But esure d... (3 pages)View decision -
Decision Reference DRN-5681741
13 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5681741 The complaint Miss O complains that Aviva Life & Pensions UK Limited (‘Aviva’) failed to disable the interest on her investment ISA despite her previous request to do so. What happened Miss O set up a stocks and shares ISA with Aviva in December 2024 and shortly afterwa... (3 pages)View decision -
Decision Reference DRN-5771552
13 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5771552 The complaint Mr and Mrs V complain that their travel insurer, Inter Partner Assistance SA (‘IPA’) unfairly turned down a claim they made on their travel insurance policy. What happened In July 2024 Mr and Mrs V were on holiday abroad with their family when their car broke ... (3 pages)View decision -
Decision Reference DRN-5893160
13 Nov 2025 FOGWILL & JONES ASSET MANAGEMENT LIMITED UpheldInvestmentsDRN-5893160 The complaint Mrs M had a discretionary managed investment account with Fogwill & Jones Asset Management Ltd (“Fogwill & Jones”). Her complaint is that Fogwill & Jones did not manage the portfolio in accordance with her agreement with it as it bought and sold al... (16 pages)View decision -
Decision Reference DRN-5891789
13 Nov 2025 Interactive Brokers (U.K.) Limited UpheldInvestmentsDRN-5891789 The complaint Mr S complains that Interactive Brokers (U.K.) Limited (‘IBUK’) unfairly prevented him from withdrawing some of the US dollars that he received in a dividend payment from his trading account with them. What happened Mr S opened an individual trading account wi... (4 pages)View decision