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 401363 results
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Decision Reference DRN-5773640
3 Nov 2025 Domestic & General Services Limited UpheldInsuranceDRN-5773640 The complaint Mr R complains that Domestic & General Services Limited (D&G) didn’t provide policy documentation to him in a timely manner after he purchased a furniture protection plan. What happened In September 2023, Mr R purchased a wardrobe from a retailer, whic... (5 pages)View decision -
Decision Reference DRN-5905412
3 Nov 2025 Cofunds Limited Not upheldInvestmentsDRN-5905412 The complaint Mr C holds his Self-Invested Personal Pension (‘SIPP’), Individual Savings Account (‘ISA’) and General Investment Account (‘GIA’) on the platform provided by Cofunds Limited trading as Aegon. The investments in these assets are conducted through an online porta... (5 pages)View decision -
Decision Reference DRN-5905401
3 Nov 2025 Scottish Equitable Plc Not upheldInvestmentsDRN-5905401 The complaint Mr C is represented by ‘R’, who holds a Power of Attorney for him. R manages the investments in Mr C’s Individual Savings Account (‘ISA’) and General Investment Account (‘GIA’), both of which are held on the platform provided by Scottish Equitable Plc trading a... (5 pages)View decision -
Decision Reference DRN-5905406
3 Nov 2025 Cofunds Limited Not upheldInvestmentsDRN-5905406 The complaint Mrs E is represented (by ‘R’). She has an Individual Savings Account (‘ISA’) that is held on the platform provided by Cofunds Limited trading as Aegon. The investments in the ISA are conducted through an online portal and through an Independent Financial Advis... (5 pages)View decision -
Decision Reference DRN-5669611
3 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5669611 The complaint Miss D is unhappy with Santander UK Plc. Miss D said Santander hadn’t fully made appropriate services available to her. She said she tried to contact Santander about repaying her debt but couldn’t due to the long phone wait times. Miss D said she had been subje... (4 pages)View decision -
Decision Reference DRN-5894679
3 Nov 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5894679 The complaint Miss C complains that a car that was supplied to her under a hire purchase agreement with Blue Motor Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss C under a hire purchase agreement with Blue Motor Financer that sh... (3 pages)View decision -
Decision Reference DRN-5762479
3 Nov 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5762479 The complaint Miss H has complained that Zurich Insurance Company Ltd (“Zurich”) failed to provide emergency support under her travel insurance policy. What happened The background to this complaint is well known to the parties, so it serves no purpose for me to repeat it in... (2 pages)View decision -
Decision Reference DRN-5892107
3 Nov 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5892107 The complaint Mr and Mrs B complain that a car that was supplied to them under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, wasn’t of satisfactory quality. What happened A new car was supplied to Mr and Mrs B u... (3 pages)View decision -
Decision Reference DRN-5827846
3 Nov 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5827846 The complaint Mr B complains that Zopa Bank Limited did not refund a Direct Debit taken from his Zopa current account in error. What happened Mr B had a loan with Zopa. On 8 April 2025 he contacted Zopa to change the account his monthly loan repayment came from. The new acco... (3 pages)View decision -
Decision Reference DRN-5555239
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5555239 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED (NatWest) won’t refund the money he lost as a result of a scam. What happened The background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key... (4 pages)View decision