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 381082 results
-
Decision Reference DRN-5875953
31 Oct 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5875953 The complaint Mr A complains that Home Retail Group Card Services Limited trading as Argos Card (Argos) lent irresponsibly when it approved his store card application and later increased the credit limit. What happened Mr A applied for an Argos store card in June 2021. In h... (3 pages)View decision -
Decision Reference DRN-5919049
31 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5919049 The complaint Mr P complains about the way he was treated by Admiral Insurance (Gibraltar) Limited (“Admiral”) after he notified them about an incident he was involved in with a third party while driving his vehicle. Mr P is represented in this complaint by Ms B. What happ... (5 pages)View decision -
Decision Reference DRN-5757272
31 Oct 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5757272 The complaint Mrs C complains that Marks & Spencer Financial Services Plc (“M&SFS”) have unfairly reversed a credit they had provided her after a previous complaint with our service. What happened In a previous complaint, M&SFS agreed to refund Mrs C for some fau... (2 pages)View decision -
Decision Reference DRN-5826815
31 Oct 2025 The IPS Partnership Limited Not upheldPensions and AnnuitiesDRN-5826815 The complaint Mr M’s complaint is about a Self-Invested Personal Pension (‘SIPP’) he holds jointly with his wife, and about its transfer from The IPS Partnership Limited trading as James Hay Partnership (‘JHP’) to Dentons Pension Management Limited (‘Dentons’). He says JHP c... (19 pages)View decision -
Decision Reference DRN-5916820
31 Oct 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5916820 The complaint Mrs M complains that National Savings and Investments (NS and I) won’t supply her with a copy of the withdrawal authorisation form relating to a premium savings bond commencing 058EN. What happened Ms M contacted NS and I because she had physical bonds in her p... (2 pages)View decision -
Decision Reference DRN-5911844
31 Oct 2025 Carmoola Limited UpheldConsumer CreditDRN-5911844 The complaint Mrs G is unhappy that a car supplied to her under a hire purchase agreement with Carmoola Limited (Carmoola) was of an unsatisfactory quality. What happened In October 2024 Mrs G was supplied with a used car through a hire purchase agreement with Carmoola. The ... (7 pages)View decision -
Decision Reference DRN-5697666
31 Oct 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5697666 The complaint Mr W is unhappy with the decision by Lloyds Bank General Insurance Limited (Lloyds) following a claim for storm damage under his home insurance policy. Lloyds is the underwriter of this policy. Part of this complaint concerns the actions of third parties instr... (3 pages)View decision -
Decision Reference DRN-5918737
31 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5918737 The complaint Mrs B, who is represented, complains that Santander UK Plc won’t reimburse a loss she suffered from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around July 2024, Mrs B s... (5 pages)View decision -
Decision Reference DRN-5908185
31 Oct 2025 Tesla Financial Services Limited Not upheldConsumer CreditDRN-5908185 The complaint Mr S complains that features he paid for on a car he has financed through an agreement with Tesla Financial Services Limited (“TFSL”), are not available. He says that the agreement was therefore misrepresented to him. What happened In December 2021, Mr S signe... (3 pages)View decision -
Decision Reference DRN-5909884
31 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5909884 The complaint Mr B complains that Santander UK Plc didn’t handle his request properly to recover money paid to a scammer. What happened In August 2024 Mr B wanted to book some flights and he called a number which he thought was for a known travel agent. He agreed the flights... (3 pages)View decision
