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 384131 results
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Decision Reference DRN-5176794
29 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5176794 The complaint Miss S has complained that Santander UK Plc (“Santander”) failed to protect her from falling victim to a cryptocurrency-related scam, and hasn’t refunded the money she lost. What happened The background of this complaint is already known to both parties, so I... (5 pages)View decision -
Decision Reference DRN-4975408
29 Mar 2025 Close Brothers Limited Not upheldConsumer CreditDRN-4975408 The complaint Mr T complains about the quality of the vehicle supplied to him by Close Brothers Limited (“Close Brothers”). What happened Mr T entered into a conditional sale agreement with Close Brothers in August 2023 to acquire a used car. The car was around 12 years old ... (4 pages)View decision -
Decision Reference DRN-5388933
29 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5388933 The complaint Miss L complains that Ageas Insurance Limited (“Ageas”) unfairly declined her claim following an accident involving her vehicle. Any reference to Ageas in this decision includes its appointed agents and representatives. What happened In June 2024, Miss L drove ... (4 pages)View decision -
Decision Reference DRN-5438543
29 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5438543 The complaint London & Colonial Services Limited ('L&C') recently changed its name to Pathlines Pensions UK Limited but for ease of reference I'll simply be referring to ‘L&C’ throughout this decision. Mrs T complains that Pathlines Pensions UK Li... (48 pages)View decision -
Decision Reference DRN-5417793
29 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5417793 The complaint Mr B complains that American Express Services Europe Limited (AESEL) didn’t do enough to help him when he told it about a dispute he had with a merchant over airmiles purchased. The airmiles were paid for using his American Express Business Platinum charge card... (7 pages)View decision -
Decision Reference DRN-5314421
29 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5314421 The complaint Mr H complains that Lloyds Bank PLC (“Lloyds”) won’t refund the money he and his wife lost when they fell victim to an investment scam. The payments that left Mr H’s account funded supposed investments in both his and his wife’s name. However, as the account is... (6 pages)View decision -
Decision Reference DRN-5389244
29 Mar 2025 Stagemount Limited UpheldConsumer CreditDRN-5389244 The complaint Mr B argues that Stagemount Limited trading as Quidmarket gave him loans he couldn’t afford to repay. What happened Mr B initially complained about all the loans Quidmarket agreed between 2014 until 2024. Our service concluded that his complaint in relation to... (4 pages)View decision -
Decision Reference DRN-5439576
29 Mar 2025 Harvey & Thompson Limited UpheldConsumer CreditDRN-5439576 The complaint Mrs P complaints that Harvey & Thompson Limited trading as H&T Pawnbrokers gave her two loans she couldn’t afford to repay. What happened In July 2020 Mrs P took out a loan for £500 (“loan one”) to be repaid in 26 fortnightly payments of £26.95. The to... (4 pages)View decision -
Decision Reference DRN-5194548
29 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5194548 The complaint Mr and Mrs V complain that Santander UK Plc (“Santander”) won’t refund the money they lost when they fell victim to a scam. What happened Mr and Mrs V were looking for an investment opportunity when they heard about a company I will refer to as “B”. Interested,... (6 pages)View decision -
Decision Reference DRN-5376901
28 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5376901 The complaint Mr D complains that Covea Insurance plc (“Covea”) has unfairly declined a claim for loss of rent following a flood at a rental property he owns, and that it’s not paid him for council tax despite agreeing to do so. What happened In October 2023, Mr D made a cla... (3 pages)View decision
