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 381196 results
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Decision Reference DRN-5838834
26 Sep 2025 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-5838834 The complaint Mr E is unhappy with how Zilch Technology Limited (Zilch) handled disputes he raised with it, following purchases made using his account. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: ... (7 pages)View decision -
Decision Reference DRN-5760402
26 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5760402 The complaint Mr T complains that Bank of Scotland plc (BOS) will not reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties so I won’t repeat it in detail here. In Summary, from August 2024 to September 2024, Mr T mad... (2 pages)View decision -
Decision Reference DRN-5703776
26 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5703776 The complaint Mrs S has complained that Santander UK Plc (“Santander”) failed to make it clear to her that she could transfer some of an Inheritance ISA to other Cash ISAs. What happened Sadly, Mrs S’s husband passed away. Following this, Mrs S approached Santander so she co... (5 pages)View decision -
Decision Reference DRN-5835708
26 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5835708 The complaint Mr G complains that Advantage Insurance Company Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports car, made by a premium-brand car-maker and first registered in ... (4 pages)View decision -
Decision Reference DRN-5759683
26 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5759683 The complaint Mr and Mrs O, as trustees of the O Trust, complain about a reviewable whole of life (RWOL) policy the trust holds with Zurich Assurance Ltd. They’re unhappy with the outcome of a policy review in 2023 which meant that the policy’s sum assured reduced. They also... (3 pages)View decision -
Decision Reference DRN-5746216
26 Sep 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5746216 The complaint Mr W complains that The Prudential Assurance Company Limited delayed his additional contribution to an investment bond with it. What happened Our investigator set out the background to the complaint, which I have included below for ease of reference: On 16 Octo... (4 pages)View decision -
Decision Reference DRN-5844128
26 Sep 2025 AXA France IARD UpheldInsuranceDRN-5844128 The complaint Mr W complains that AXA France IARD declined a claim on his Guaranteed Asset Protection (GAP) policy. What happened Mr W took out a GAP policy with AXA in December 2020. In November 2023, Mr W was involved in a road traffic accident. He raised a claim but it wa... (4 pages)View decision -
Decision Reference DRN-5823501
26 Sep 2025 Quality Care Insurance Services Limited UpheldInsuranceDRN-5823501 The complaint Mr R, trading as a business I’ll refer to as B, complains about the sale of his commercial insurance policy, and the assistance given during a claim, by his broker Quality Care Insurance Services Limited. What happened The following is intended only as a summar... (5 pages)View decision -
Decision Reference DRN-5588471
26 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5588471 The complaint Miss L, who is represented by a third party, has complained that Close Brothers Limited (‘Close Brothers’) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In May 2020 Miss L acquired a used car financed by a c... (2 pages)View decision -
Decision Reference DRN-5703790
26 Sep 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5703790 The complaint Mrs R is unhappy with National Savings and Investments (NS&I). Mrs R said there was a breach of her personal information. She said NS&I sent her details to a third party. She said this caused her stress and anxiety at the time and since. She said it im... (3 pages)View decision
