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 383377 results
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Decision Reference DRN-5405006
8 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5405006 The complaint Mr and Mrs T are unhappy their claim was declined by AXA Insurance UK Plc (“AXA”) when a storm caused the roofing cover from their flat roof to detach. AXA were providing a home insurance policy. What happened Following storm damage to their property, Mr and Mr... (3 pages)View decision -
Decision Reference DRN-5018239
8 Apr 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5018239 The complaint X complains the car they acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. X is represented in this complaint by legal counsel, S. What happened X acqu... (5 pages)View decision -
Decision Reference DRN-5213843
8 Apr 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5213843 The complaint Mr L complains that Scottish Equitable Plc trading as Aegon (“Aegon”) failed to complete the transfer of some of his pension savings in a timely manner. What happened Mr L holds pension savings with Aegon. His relationship with that firm was conducted with the ... (4 pages)View decision -
Decision Reference DRN-5462208
8 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5462208 The complaint Mr F is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, reported a missed payment to his credit file. What happened Mr F has a credit account with Tesco and had a direct debit in place to make monthly payments towards it. On 30 July 2022, Mr F called ... (2 pages)View decision -
Decision Reference DRN-5417748
8 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5417748 The complaint Miss D complains that Tesco Personal Finance Limited (‘Tesco’) irresponsibly granted her two credit cards she couldn’t afford to repay. What happened In June 2015 Miss D entered into an agreement with Tesco to have access to credit by way of a credit card acco... (4 pages)View decision -
Decision Reference DRN-5467403
8 Apr 2025 Sky Wealth Management Limited Not upheldInvestmentsDRN-5467403 The complaint The estate of Mr B’s complaint against Sky Wealth Management Limited (“Sky Wealth”) is about the investments Mr B made and the fees he was charged. What happened The late Mr B received financial advice from an adviser (Mr J) between 2009 and 2023. Over that per... (3 pages)View decision -
Decision Reference DRN-5441320
8 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5441320 The complaint Mr W, through a representative, says Zopa Bank Limited irresponsibly lent to him. What happened Zopa operates the lending platform which gave Mr W a 36-month loan for £8,000 with a fee of £690 on 24 October 2022. The monthly repayments were £297.29 and the tota... (3 pages)View decision -
Decision Reference DRN-5382862
8 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5382862 The complaint Mr C complains that Metro Bank PLC didn’t protect him from an investment scam. Mr C is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr C in this decision. What happened Mr C says that he was introduced by a frien... (5 pages)View decision -
Decision Reference DRN-5442209
8 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5442209 The complaint Mr N complains that Metro Bank PLC (‘Metro’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr N says that between August 2019 and March 2020 he made four payments adding up to £13,311.28 to a company I’ll refer to as ‘A’... (3 pages)View decision -
Decision Reference DRN-5410191
8 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5410191 The complaint Mr S complains that NewDay Ltd trading as Pulse (“NewDay”) lent to him irresponsibly and as a result, he’s in financial difficulties. What happened In October 2020 Mr S applied for a card with NewDay. He was granted with an initial credit limit of £950. In Ma... (3 pages)View decision
