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 400694 results
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Decision Reference DRN-5828182
15 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5828182 The complaint Mr P complains that PayPal UK Ltd failed to recover the cost of a faulty laptop. What happened In September 2023 Mr P purchased a laptop direct from the manufacturer, which I will call D. In September 2024 he contacted D as he was encountering some problems wit... (2 pages)View decision -
Decision Reference DRN-5595761
15 Oct 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5595761 The complaint Mr R complains about the car he acquired from BMW FINANCIAL SERVICES (GB) LIMITED (“BMWFS”) as it was not supplied with a feature he had requested. What happened Mr R discussed ordering a new car via a dealership from BMWFS in 2021. He placed an order in Novemb... (2 pages)View decision -
Decision Reference DRN-5882583
15 Oct 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5882583 The complaint Mr S has complained about AA Underwriting Insurance Company Limited’s (AAUW) decision not to pursue recovery of its outlay on a claim for damage to his car which he made under his car insurance policy. And about the way it handled the matter. What happened Mr ... (5 pages)View decision -
Decision Reference DRN-5697824
15 Oct 2025 QUILTER FINANCIAL SERVICES LIMITED UpheldPensions and AnnuitiesDRN-5697824 The complaint Mr A has complained about the advice he received from Quilter Financial Services Limited (‘Quilter’) to transfer a defined-benefit (‘DB’) occupational pension to a personal pension. Mr A has also complained that he didn’t receive the annual reviews that he was ... (4 pages)View decision -
Decision Reference DRN-5834383
15 Oct 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5834383 The complaint Mr G and Mrs M complain Accredited Insurance (Europe) Ltd unfairly voided their home insurance policy following a theft claim. What happened In June 2024 Mr G and Mrs M took out a home insurance policy with Accredited. In November 2024 they reported a theft cl... (2 pages)View decision -
Decision Reference DRN-5554063
15 Oct 2025 EE Limited Not upheldConsumer CreditDRN-5554063 The complaint Miss M has complained about the way EE Limited treated her when she took out a fixed sum loan agreement with it to buy a new device. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. B... (2 pages)View decision -
Decision Reference DRN-5809207
15 Oct 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5809207 The complaint Ms W’s complaint is about a claim she made on her ARAG Legal Expenses Insurance Company Limited (‘ARAG’) legal expenses insurance policy. Ms W says ARAG treated her unfairly and this led to her suffering considerable financial losses. In this decision all refer... (4 pages)View decision -
Decision Reference DRN-5879882
15 Oct 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5879882 The complaint Miss H’s complaint about St. James’s Place Wealth Management Plc (‘SJP’) concerns customer service failings, poor / miscommunication, and administrative failings since she has been a customer. Ms S has referred to delays in replying to enquires and constantly h... (13 pages)View decision -
Decision Reference DRN-5747808
15 Oct 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5747808 The complaint Mr J complained about the way The Co-operative Bank Plc “The Co-op” dealt with a claim he made for money back in relation to a purchase he’d made using his debit card. What happened The circumstances of the complaint are well known to both parties. So, I won’t... (4 pages)View decision -
Decision Reference DRN-5717705
15 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5717705 The complaint Mr G and Ms S complain that Ageas Insurance Limited declined a claim they made on their buildings insurance policy. As Mr G has primarily dealt with the matter, I’ll refer to him on behalf of Ms S for simplicity. What happened The circumstances of this compla... (3 pages)View decision