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 384133 results
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Decision Reference DRN-4969511
7 Apr 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4969511 The complaint Mr G is complaining that Santander Consumer (UK) Plc trading as Santander Consumer Finance (Santander) misled him about the nature of the finance agreement that he entered into with them. What happened In December 2022, Mr G acquired a used vehicle through a co... (3 pages)View decision -
Decision Reference DRN-5395879
7 Apr 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5395879 The complaint Mr B complains about Liverpool Victoria Insurance Company Limited (LV) declining a claim under his motor insurance policy. Any reference to LV in this decision includes their agents. In bringing his complaint to this Service, Mr B was supported by a represent... (5 pages)View decision -
Decision Reference DRN-5282477
7 Apr 2025 Pension Potential Limited Not upheldPensions and AnnuitiesDRN-5282477 The complaint Mr and Mrs R complain that Pension Potential Limited trading as Punter Southall Aspire (“PPL”) has shared personal information relating to them with another of its clients. What happened Mr R holds pension savings with a firm I will call J that are administered... (3 pages)View decision -
Decision Reference DRN-5450358
7 Apr 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5450358 The complaint Mr O complains that the car he acquired through a hire purchase agreement with N.I.I.B. Group Limited t/a Northridge Finance (“Northridge”) wasn’t of satisfactory quality. He wants to reject the car. What happened Mr O entered a hire purchase agreement in June ... (3 pages)View decision -
Decision Reference DRN-5188799
7 Apr 2025 Wallwood Capital Management Limited Not upheldPensions and AnnuitiesDRN-5188799 The complaint Mr J has complained, with the help of a professional third party, about the management of his pension by Wallwood Capital Management Limited (‘WCML’). What happened Mr J previously held pension benefits in a defined benefit scheme. In April 2015, he transferred... (5 pages)View decision -
Decision Reference DRN-5415044
7 Apr 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5415044 The complaint Mr and Mrs G complain that HSBC UK Bank Plc withdrew access to the reserve facility on their mortgage account. What happened Mr and Mrs G had a HomeOwner Reserve account with HSBC – a form of flexible mortgage account which allowed them to pay in and withdraw m... (5 pages)View decision -
Decision Reference DRN-5442264
7 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5442264 The complaint Miss H is unhappy with the premium U K Insurance Limited said it would charge at renewal of her pet insurance policy and that it hasn’t increased the policy cover limits. What happened Miss H has had pet insurance with UKI for a number of years covering her tw... (4 pages)View decision -
Decision Reference DRN-5337312
7 Apr 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5337312 The complaint Mr L is unhappy with the compensation Volkswagen Financial Services (UK) Limited trading as Audi Finance (“VWFS”) offered and its response to his data request in respect of a previous complaint. What happened Mr L was supplied with a car financed through a cred... (3 pages)View decision -
Decision Reference DRN-5107846
7 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5107846 The complaint Mrs J complains that Starling Bank Limited has not provided her with a refund of a card payment made for services which were not supplied. What happened In May 2024 Mrs J made a debit card payment of over £200 to a business which I’ll call “R”. R provides trave... (2 pages)View decision -
Decision Reference DRN-5456490
7 Apr 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5456490 The complaint Mr F is being represented by solicitors. He’s complaining about Wise Payments Limited because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr F was the victim of a cruel cryptocurrency investment scam. He says he was contacted ... (5 pages)View decision
