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 375868 results
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Decision Reference DRN-5535616
22 Aug 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5535616 The complaint Mr K has complained that St. James's Place Wealth Management Plc (‘SJP’) should have been more proactive in keeping him informed around the changes to annuity rates in 2022. Mr K says that had SJP informed him that annuity rates were improving throughout ... (5 pages)View decision -
Decision Reference DRN-5606826
22 Aug 2025 Wakam Not upheldInsuranceDRN-5606826 The complaint Mrs A complains that Wakam gave incorrect information about her pet insurance policy which led to her incurring costs which weren’t covered. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes responsibility. ... (4 pages)View decision -
Decision Reference DRN-5772806
22 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5772806 The complaint Miss D complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled her claim on her motor insurance policy after her car was classed as a total loss. What happened Miss D made a claim on her motor insurance policy after her car was damaged by a t... (3 pages)View decision -
Decision Reference DRN-5633885
22 Aug 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5633885 The complaint Mr H says Bank of Scotland plc (‘BoS’), irresponsibly lent to him. Mr H says he was a vulnerable customer at the time, and he made this known to BoS. He thinks it shouldn’t have lent to him for this reason. Mr H’s complaint has been brought by a representative... (4 pages)View decision -
Decision Reference DRN-5771852
22 Aug 2025 Fluent Money Limited UpheldMortgagesDRN-5771852 The complaint Mr B and Miss O complain that Fluent Money Limited gave them bad advice when it recommended they should take a secured second charge loan. What happened In December 2022, Fluent Money gave Mr B and Miss O mortgage advice. It recommended that they should take ou... (8 pages)View decision -
Decision Reference DRN-5755437
22 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5755437 The complaint Mr L complains Santander UK Plc didn’t do enough to help get refunds for transactions made on his debit card. What happened In October 2024, Mr L booked flights for himself and his family, paying with his Santander debit card. Mr L made a further purchase for ... (3 pages)View decision -
Decision Reference DRN-5771731
22 Aug 2025 Equifinance Limited UpheldMortgagesDRN-5771731 The complaint Mr B and Miss O complain that Equifinance Limited lent to them irresponsibly. What happened In January 2023, following advice from a third party broker, Mr B and his daughter Miss O took out a secured loan with Equifinance. The loan was for £66,490 repayable ov... (5 pages)View decision -
Decision Reference DRN-5662951
22 Aug 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5662951 The complaint Mr S complains about the handling of his commercial motor insurance claim by Watford Insurance Company Europe Limited. Mr S is unhappy with the valuation placed on his vehicle after it was stolen. What happened Both parties are aware of the circumstances of thi... (3 pages)View decision -
Decision Reference DRN-5677495
22 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5677495 The complaint Miss D complains that Nationwide Building Society restricted her basic bank account. What happened Miss D had an account with Nationwide. In December 2024, Nationwide restricted her account while it carried out a review. Nationwide told Miss D it had concerns a... (2 pages)View decision -
Decision Reference DRN-5559736
22 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5559736 The complaint Mr H complains that HSBC UK Bank Plc won’t refund the money he lost as the result of a scam. Mr H has been represented in this complaint by a firm of professional representatives. What happened The parties are familiar with the background to the complaint, so I... (4 pages)View decision
