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 369228 results
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Decision Reference DRN-5585835
11 Jun 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5585835 The complaint Mr R complains that Madison CF UK Limited trading as 118118 Money was irresponsible in its lending to him. He wants all interest and charges removed from his loan and for the payments he has made to be treated as payments towards the capital he borrowed. He the... (4 pages)View decision -
Decision Reference DRN-5449536
11 Jun 2025 Moto Broking Limited Not upheldInsuranceDRN-5449536 The complaint Mr L has complained that Moto broking Limited trading as BeMoto mis-sold a motorbike insurance policy to him. Mr L's claim for the theft of his motorbike was declined by the insurer as it applied a garage endorsement which Mr L says BeMoto didn't high... (3 pages)View decision -
Decision Reference DRN-5616638
11 Jun 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5616638 The complaint Mrs P complained to St. James's Place Wealth Management Plc (SJP) about the unreasonableness of the fees and charges on her pension, and the frequency and quality of the advice associated with them, She also complained about the mismanagement of her funds ... (4 pages)View decision -
Decision Reference DRN-4530470
11 Jun 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4530470 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr and Mrs L purchased membership of a timeshare (the ... (11 pages)View decision -
Decision Reference DRN-5614143
11 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5614143 The complaint Mr M has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C”) now Pathlines Pensions UK Limited. Mr M says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate inves... (42 pages)View decision -
Decision Reference DRN-5588607
11 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5588607 The complaint Mr G complains about information that Nationwide Building Society (NBS) gave him about interest for fixed rate bond accounts. As a consequence, Mr G has incurred costs and suffered inconvenience. What happened In 2022, Mr G went to a branch of NBS to enquire a... (3 pages)View decision -
Decision Reference DRN-5612240
11 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5612240 The complaint Mr L complains Nationwide Building Society (Nationwide) unfairly declined his section 75 Consumer Credit Act 1974 claim for a faulty kitchen. What happened I issued my provisional decision in May this year – an extract for which can be found below. On 29 Novem... (9 pages)View decision -
Decision Reference DRN-5598499
11 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5598499 The complaint Miss R complains U K Insurance Limited (‘UKI) unfairly declined a theft claim she made under her home insurance policy. What happened Miss R held a home insurance policy underwritten by UKI. She contacted them to make a theft claim for gold jewellery. She said... (2 pages)View decision -
Decision Reference DRN-5571117
11 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5571117 The complaint Mr A and Ms S complain about Admiral Insurance (Gibraltar) Limited’s handling of a claim under a home insurance policy. What happened Mr A and Ms S had a home insurance policy with Admiral. In December 2022, there was a leak from pipework in their roof, causing... (4 pages)View decision -
Decision Reference DRN-5506371
11 Jun 2025 Skipton Building Society UpheldPensions and AnnuitiesDRN-5506371 The complaint Mr M has complained about pension planning advice he received from Skipton Building Society. What happened Following a referral, Mr M contacted Skipton Building Society (Skipton) to ask for advice on options available for investing a lump sum. On 3 March 2023 ... (8 pages)View decision
