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 369228 results
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Decision Reference DRN-5290056
8 May 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5290056 The complaint Mr A is unhappy that TSB Bank plc loaded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr A held a bank account with TSB. In March and July 20... (3 pages)View decision -
Decision Reference DRN-5544817
8 May 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5544817 The complaint Mr M complains that Clydesdale Financial Service Limited trading as Barclays Partner Finance (“BPF”) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (the “CCA”); (... (6 pages)View decision -
Decision Reference DRN-5502839
8 May 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5502839 The complaint Mr A complains that Domestic & General Insurance Plc (‘D&G’) declined a claim he made for a damaged Xbox under his insurance policy. What happened Mr A held an insurance policy underwritten by D&G. He sent his Xbox off to be repaired, but D&G s... (2 pages)View decision -
Decision Reference DRN-5335650
8 May 2025 Brewin Dolphin Limited Not upheldPensions and AnnuitiesDRN-5335650 The complaint Mr A complained about the service Brewin Dolphin Limited (Brewin Dolphin) provided in relation to the management and performance of his Self-Invested Personal Pension (SIPP) portfolio. He believes that Brewin Dolphin failed to manage his SIPP investments approp... (5 pages)View decision -
Decision Reference DRN-5537813
8 May 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5537813 The complaint Mr F complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) lent to him in an irresponsible manner. What happened I issued a provisional decision on this complaint last month. In that decision I explained why I thought part of... (5 pages)View decision -
Decision Reference DRN-5490626
8 May 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5490626 The complaint Mr D complains that Fortegra Europe Insurance Company Ltd (‘Fortegra’) declined a claim he made under his ‘Sofacare’ insurance policy. What happened Mr D bought new sofas from a retailer in May 2021 and took out an insurance policy with Fortegra around the sam... (3 pages)View decision -
Decision Reference DRN-5543966
8 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5543966 The complaint Mr S complains that Santander UK Plc hasn’t refunded his after he fell victim to a scam. What happened I issued a provisional decision for Mr S’ complaint on 23 April 2025. I’ve included a copy in italics as part of this final decision, so it can be referred to... (7 pages)View decision -
Decision Reference DRN-5433817
8 May 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5433817 The complaint Ms M complains that Astrenska Insurance Limited declined her claim against her travel insurance policy. She also complains about how it handled her claim. Reference to Astrenska includes its agents. Mrs B is assisting Ms M in bringing her complaint. I’ll refer... (3 pages)View decision -
Decision Reference DRN-5503531
8 May 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5503531 The complaint Mr S is unhappy that a motorcycle (bike) supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) was of an unsatisfactory quality. When I refer to what Mr S and what BMWFS have said, it should also be taken to include... (4 pages)View decision -
Decision Reference DRN-5490719
8 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5490719 The complaint Mr C complains that Aviva Insurance Limited (Aviva) declined his claim for a leak under his home insurance policy. What happened Mr C held a plumbing and drainage home insurance policy underwritten by Aviva. He contacted them in August 2024 after he discovered... (3 pages)View decision
