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-5386121
27 Jun 2025 Moneybarn Limited UpheldConsumer CreditDRN-5386121 The complaint Mr H complains about the administration of a conditional sale agreement with Moneybarn Limited (‘Moneybarn’). Mr H says that he has been treated unfairly by Moneybarn when he couldn’t pay the agreement. He also wanted to add a third party to the agreement, but ... (4 pages)View decision -
Decision Reference DRN-5651901
27 Jun 2025 EE Limited UpheldConsumer CreditDRN-5651901 The complaint Ms M has complained about the quality of a mobile phone supplied under a fixed sum loan agreement with EE Limited. What happened Ms M entered into a fixed sum loan agreement with EE in May 2024. She bought a phone which cost around £760 and agreed to make 24 p... (4 pages)View decision -
Decision Reference DRN-5628522
27 Jun 2025 Budge and Company Limited Not upheldInvestmentsDRN-5628522 The complaint Mr B has complained that Budge and Company Limited (‘Budge’) failed to recognise that a gold purchase on his account hadn’t completed as it should have done. Mr B says if he now bought the same amount of gold he intended to buy, it would cost him between £250,0... (9 pages)View decision -
Decision Reference DRN-5651853
27 Jun 2025 Phoenix Life CA Limited UpheldInvestmentsDRN-5651853 The complaint Miss H’s complaint is about the sale of two mortgage endowment policies in 1989. She believes the endowment policies were mis-sold to her as: she did not need the life cover included in the policies; she was not financially literate; there is no record of... (4 pages)View decision -
Decision Reference DRN-5651851
27 Jun 2025 Phoenix Life CA Limited UpheldInvestmentsDRN-5651851 The complaint Miss H’s complaint is about the sale of an endowment policy in 1991. She believes the endowment policy was mis-sold to her as: she did not need the life cover included in the policy; she was not financially literate; the risk associated with the investmen... (3 pages)View decision -
Decision Reference DRN-5386706
26 Jun 2025 Arch Insurance (UK) Limited Not upheldInsuranceDRN-5386706 The complaint Mr W has complained in his capacity as Director of a limited company, which I’ll refer to as “B”, that Arch Insurance (UK) Limited (“Arch”) unfairly declined a claim made under B’s policy with it. Any reference to B in this decision includes its representatives... (2 pages)View decision -
Decision Reference DRN-5425983
26 Jun 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5425983 The complaint Mr R complains that Ascot Lloyd Limited (Ascot) mismanaged the purchase of a pension annuity causing delays and financial losses. He wants compensation for the losses suffered and inconvenience caused. What happened Mr R had an income drawdown plan with Nucleu... (6 pages)View decision -
Decision Reference DRN-5563584
26 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5563584 The complaint Mr K complains about Starling Bank Limited on behalf of ‘G’, a company of which he is a director. He says that G has lost money to a safe account scam and would like Starling to refund G the money it has lost. What happened On 1 June 2024, Mr K contacted Star... (3 pages)View decision -
Decision Reference DRN-5520882
26 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5520882 The complaint Mr J complains that Santander UK Plc (Santander) repeatedly made mistakes when he requested a new card to be sent to him. This resulted in him not having access to his card for a prolonged period of time. What happened Mr J says he had been trying to obtain a n... (2 pages)View decision -
Decision Reference DRN-4960970
26 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4960970 The complaint Mr A complains Lloyds Bank PLC didn’t do enough to protect him when he lost money to what he believes to be an investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events # <br />View decision
... (4 pages)
