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 366763 results
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Decision Reference DRN-5492554
1 May 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5492554 The complaint Mr C has complained about Fortegra Europe Insurance Company Ltd’s settlement offer for his claim under a furniture warranty. The warranty and claim is administered by Guardsman but the insurer sitting behind it – and who is ultimately responsible for the claim... (3 pages)View decision -
Decision Reference DRN-5506672
1 May 2025 Santander UK Plc Not upheldMortgagesDRN-5506672 The complaint Mrs H and Mr S are unhappy that Santander UK Plc have added fees of £1,311 to the mortgage account for court charges when they transferred the mortgage account to a third- party company when they applied for repossession. Mrs H and Mr S said that this has put t... (5 pages)View decision -
Decision Reference DRN-5485096
1 May 2025 Argentis Wealth Management Ltd UpheldPensions and AnnuitiesDRN-5485096 The complaint Mr C has complained that Argentis Wealth Management Ltd mis-managed the investment of his pension plan and provided him with poor service when his financial adviser retired. What happened I set out details of the background of this complaint in my Provisional ... (12 pages)View decision -
Decision Reference DRN-5093734
1 May 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5093734 The complaint Mr S complains about the way in which Marks & Spencer Financial Services Plc handled a claim made under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In February 2020 Mr S was refurbishing his home. The refurbishment included layi... (2 pages)View decision -
Decision Reference DRN-5019338
1 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5019338 The complaint Miss W complains that Bank of Scotland plc (trading as Halifax) did not reimburse the funds she lost to a scam. What happened Miss W was introduced by some friends to an investment company where she could both invest and take lessons in investing. She went to s... (3 pages)View decision -
Decision Reference DRN-5269771
1 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5269771 The complaint Ms L complains Wise Payments Limited (“Wise”) declined to refund a payment made after she fell victim to a scam. What happened On 26 January 2024, Ms L explains she received calls from multiple individuals claiming to be from her banking providers. In a call, t... (4 pages)View decision -
Decision Reference DRN-5524630
1 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5524630 The complaint A limited company which I will refer to as T complains about the handling and settlement of its commercial motor insurance claim by Admiral Insurance (Gibraltar) Limited. What happened The following is intended only as a brief summary of the key events surround... (4 pages)View decision -
Decision Reference DRN-5525657
1 May 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5525657 The complaint Mr T is unhappy that Vanquis Bank Limited didn’t accept a cheque he submitted to them as payment towards his outstanding credit card account balance. What happened Mr T submitted a cheque for £2,500 to Vanquis, with whom he had an outstanding credit card balanc... (3 pages)View decision -
Decision Reference DRN-5497927
1 May 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5497927 The complaint Mr L complains about a finance agreement for a car he took out with Mercedes-Benz Financial Services UK Limited (‘MBFS’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects m... (3 pages)View decision -
Decision Reference DRN-5491984
1 May 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5491984 The complaint Mrs K complains that Great Lakes Insurance UK Limited declined a claim on her pet insurance policy. What happened Mrs K had a pet insurance policy for her dog which ended on 14 May 2024. She took out a new policy, underwritten by Great Lakes, with cover startin... (3 pages)View decision
