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-5914715
5 Nov 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5914715 The complaint Mr K complains that a car that was supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Mr K under a hire purchase agree... (3 pages)View decision -
Decision Reference DRN-5921745
5 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5921745 The complaint Mr S complains that a car that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr S under a hire purchase agreement with MotoNovo Finance that he electron... (4 pages)View decision -
Decision Reference DRN-5599497
5 Nov 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5599497 The complaint Mrs J complains that Fortegra Europe Insurance Company Ltd (FEI) declined a claim on her Guaranteed Asset Protection (GAP) policy. What happened Mrs J took out a GAP policy with FEI in January 2023. In November 2024 she was involved in an accident and logged a ... (3 pages)View decision -
Decision Reference DRN-5911127
5 Nov 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5911127 The complaint Mr P complains about the financial losses he suffered when ReAssure Limited (ReAssure) both delayed his pension transfer to a new self-invested personal pension (SIPP) and used the wrong transfer value in the first place. He says that the redress methodology th... (6 pages)View decision -
Decision Reference DRN-5855809
5 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5855809 The complaint Mr P is unhappy that MotoNovo Finance Limited (“MFL”) continues to seek payment from him after he sent a cheque payment to settle his car finance agreement in full. When I refer to what Mr P has said and what MFL has said, it should also be taken to include th... (3 pages)View decision -
Decision Reference DRN-5930913
5 Nov 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5930913 The complaint Mr L’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under section 140A of the Consumer Credi... (2 pages)View decision -
Decision Reference DRN-5901190
5 Nov 2025 Interactive Investor Services Limited Not upheldPensions and AnnuitiesDRN-5901190 The complaint Mr K complains that Interactive Investor Services Limited (IISL) has charged him more than £3.99 commission on the trades he’s placed with it under his pension, general investment and ISA accounts. He feels this is unfair and incorrect as IISL’s website and app... (5 pages)View decision -
Decision Reference DRN-5823860
5 Nov 2025 One Insurance Limited UpheldInsuranceDRN-5823860 The complaint Ms O complains about the decline of her home insurance (accidental damage) claim by One Insurance Limited. What happened The background to this complaint is well known to Ms O and One Insurance. I won’t repeat in detail what’s already known to both parties. Ins... (4 pages)View decision -
Decision Reference DRN-5777693
5 Nov 2025 Wirex Limited Not upheldBanking and PaymentsDRN-5777693 The complaint Mr S complains that Wirex Limited did not pay him all of the reward payments he is due under its Refer a Friend promotion. What happened On 7 May 2025, Wirex launched a Refer a Friend promotion. It offered a tiered reward system with a maximum £100 award for cu... (2 pages)View decision -
Decision Reference DRN-5661514
5 Nov 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5661514 The complaint Mr F complains that The Royal Bank of Scotland Plc removed nearly £5,000 from his account without his authority. He says that the circumstances in which that happened indicate a breach of confidentiality on the part of the bank. What happened On 15 November 202... (2 pages)View decision