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 375868 results
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Decision Reference DRN-5540985
30 Jul 2025 esure Insurance Limited Not upheldInsuranceDRN-5540985 The complaint Mr W says that when he made a claim on his motor insurance policy esure Insurance Limited didn’t ensure it was repaired properly or pay him enough to finish the repairs. What happened Mr W ‘s car was damaged in an accident in June 2024. It went into one of es... (3 pages)View decision -
Decision Reference DRN-5368238
30 Jul 2025 Plum Fintech Limited Not upheldInvestmentsDRN-5368238 The complaint Mr R complains that Plum Fintech Limited (‘Plum’) failed to properly notify him about changes to their monthly subscription service. Mr R would now like Plum to refund all of the charges on his account. What happened In July 2019, Mr R opened a stocks and shar... (4 pages)View decision -
Decision Reference DRN-5595390
30 Jul 2025 Santander UK Plc Not upheldMortgagesDRN-5595390 The complaint Mr and Mrs L complain that Santander UK Plc won’t remove the charge on their property, although they’ve paid off their mortgage, unless they also pay a fee of £225. Mr and Mrs L say that’s far too much money to ask for just removing the charge over their proper... (2 pages)View decision -
Decision Reference DRN-5689953
30 Jul 2025 Cumberland Building Society Not upheldBanking and PaymentsDRN-5689953 The complaint Mr P and Mrs P complain that Cumberland Building Society didn’t clearly communicate how their faster payment would be processed by the receiving bank. What happened Mr P used his and Mrs P’s Cumberland current account to make a faster payment to a bank. But the... (3 pages)View decision -
Decision Reference DRN-5370345
30 Jul 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5370345 The complaint Mr B through his representative complains that PROPEL HOLDINGS (UK) LIMITED trading as QuidMarket lent to him when he could not afford the loans. What happened Here is a table giving a summary of the lending. LoanApproved Amount Terms (rounded figures) Status ... (3 pages)View decision -
Decision Reference DRN-5721775
30 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5721775 The complaint Mrs J complains Barclays Bank UK PLC trading as Barclaycard (Barclays) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Mrs J says Barclays approved a credit card facility of £4,000 in February 2019... (3 pages)View decision -
Decision Reference DRN-5723967
30 Jul 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5723967 The complaint Mr S is unhappy with management fees charged by Hargreaves Lansdown Asset Management Limited (Hargreaves Lansdown) in connection with his SIPP (self invested personal pension) and he says Hargreaves Lansdown has refused to allow him to transfer his SIPP to anot... (3 pages)View decision -
Decision Reference DRN-5717623
30 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5717623 The complaint Mr and Mrs P complain that First Holiday Finance Ltd (“FHF”) acted unfairly and unreasonably by participating in an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (“CCA”) and deciding against paying a claim under Section... (11 pages)View decision -
Decision Reference DRN-5204776
30 Jul 2025 Ascot Wealth Management Limited UpheldPensions and AnnuitiesDRN-5204776 The complaint Mr H is unhappy with the performance of his pension investments since he was advised to switch to a more expensive portfolio by Ascot Wealth Management Limited (AWM). What happened The investigator set out the background to the complaint in his recommendation l... (6 pages)View decision -
Decision Reference DRN-5706686
30 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5706686 The complaint Mr P’s complaint is, in essence, that First holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decid... (17 pages)View decision
