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 386169 results
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Decision Reference DRN-5180224
8 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5180224 The complaint Ms L complains that Santander UK Plc (Santander) won’t refund money she lost in an investment scam. What happened What Ms L says: Ms L saw an article online which was apparently promoted by a well-known TV personality. She registered her interest and was then c... (6 pages)View decision -
Decision Reference DRN-5080834
8 Apr 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5080834 The complaint Miss S complains about the quality of a car supplied to her on finance by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘AFS’). What happened The parties are familiar with the background details of this complaint – so I will bri... (4 pages)View decision -
Decision Reference DRN-5405006
8 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5405006 The complaint Mr and Mrs T are unhappy their claim was declined by AXA Insurance UK Plc (“AXA”) when a storm caused the roofing cover from their flat roof to detach. AXA were providing a home insurance policy. What happened Following storm damage to their property, Mr and Mr... (3 pages)View decision -
Decision Reference DRN-5018239
8 Apr 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5018239 The complaint X complains the car they acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. X is represented in this complaint by legal counsel, S. What happened X acqu... (5 pages)View decision -
Decision Reference DRN-5213843
8 Apr 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5213843 The complaint Mr L complains that Scottish Equitable Plc trading as Aegon (“Aegon”) failed to complete the transfer of some of his pension savings in a timely manner. What happened Mr L holds pension savings with Aegon. His relationship with that firm was conducted with the ... (4 pages)View decision -
Decision Reference DRN-5462208
8 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5462208 The complaint Mr F is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, reported a missed payment to his credit file. What happened Mr F has a credit account with Tesco and had a direct debit in place to make monthly payments towards it. On 30 July 2022, Mr F called ... (2 pages)View decision -
Decision Reference DRN-5417748
8 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5417748 The complaint Miss D complains that Tesco Personal Finance Limited (‘Tesco’) irresponsibly granted her two credit cards she couldn’t afford to repay. What happened In June 2015 Miss D entered into an agreement with Tesco to have access to credit by way of a credit card acco... (4 pages)View decision -
Decision Reference DRN-5467403
8 Apr 2025 Sky Wealth Management Limited Not upheldInvestmentsDRN-5467403 The complaint The estate of Mr B’s complaint against Sky Wealth Management Limited (“Sky Wealth”) is about the investments Mr B made and the fees he was charged. What happened The late Mr B received financial advice from an adviser (Mr J) between 2009 and 2023. Over that per... (3 pages)View decision -
Decision Reference DRN-5441320
8 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5441320 The complaint Mr W, through a representative, says Zopa Bank Limited irresponsibly lent to him. What happened Zopa operates the lending platform which gave Mr W a 36-month loan for £8,000 with a fee of £690 on 24 October 2022. The monthly repayments were £297.29 and the tota... (3 pages)View decision -
Decision Reference DRN-5382862
8 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5382862 The complaint Mr C complains that Metro Bank PLC didn’t protect him from an investment scam. Mr C is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr C in this decision. What happened Mr C says that he was introduced by a frien... (5 pages)View decision
