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 388057 results
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Decision Reference DRN-5207106
1 May 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5207106 The complaint Mr D and Ms P have complained that a car they acquired using a hire-purchase agreement with Go Car Credit Limited (“Go Car Credit”) was misrepresented to them, in relation to a discrepancy with the mileage. What happened Mr D and Ms P acquired a used Vauxhall ... (3 pages)View decision -
Decision Reference DRN-5396801
1 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5396801 The complaint Mr K and Mrs K complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled a claim on a motor insurance policy. What happened Mr and Mrs K had a car that had first been registered in 2018. He renewed a policy with Admiral to cover the car for t... (3 pages)View decision -
Decision Reference DRN-5432877
1 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5432877 The complaint Miss C complains that Barclays Bank UK PLC, trading as Barclaycard, is unfairly reporting adverse information to Credit Reference Agencies (“CRAs”). What happened Miss C held a credit card account with Barclaycard. The account defaulted in October 2023, the ou... (3 pages)View decision -
Decision Reference DRN-5527063
1 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5527063 The complaint Mr V complains that Revolut Ltd has declined to reimburse payments he made as part of an investment scam. What happened As the facts are well known to both parties and not in dispute, I’ll summarise them briefly. Mr V found an investment opportunity on social m... (10 pages)View decision -
Decision Reference DRN-5474004
1 May 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5474004 The complaint Mr M complains that Capital One (Europe) plc provided incorrect information about the outstanding balance on his credit card account. What happened In January 2025, Mr M received correspondence from Capital One which included the outstanding balance on his cred... (2 pages)View decision -
Decision Reference DRN-5527351
1 May 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5527351 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... (3 pages)View decision -
Decision Reference DRN-5197824
1 May 2025 MS Amlin Insurance SE Not upheldInsuranceDRN-5197824 The complaint The trustees of a trust, which I will refer to as S, complain about the handling and decline of its marine insurance claim by MS Amlin Insurance SE. What happened The following is intended only as a brief summary of events. Additionally, whilst a number of indi... (4 pages)View decision -
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