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 375119 results
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Decision Reference DRN-5536804
21 Jul 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-5536804 The complaint Ms K complains that Quai Investment Services Limited trading as Intelligent Money (“Quai”) failed to carry out administrative activities on her pension in a timely manner. Specifically she complains that income payments she had requested were delayed, and that ... (5 pages)View decision -
Decision Reference DRN-5610687
21 Jul 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5610687 The complaint Mr D, a sole-trader, complains about the handling of his commercial motor insurance claim by Zurich Insurance Company Ltd. What happened The following is intended only as a brief summary, as both parties are aware of the circumstances. Additionally, even where ... (3 pages)View decision -
Decision Reference DRN-5682735
21 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5682735 The complaint Mr H complains Wise Payments Limited won’t refund the full amount of 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. But in summary and based on the submissions of both ... (3 pages)View decision -
Decision Reference DRN-5695591
21 Jul 2025 The Mortgage Works (UK) Plc Not upheldBanking and PaymentsDRN-5695591 The complaint This complaint is about a buy-to-let (BTL) mortgage held with The Mortgage Works (UK) Plc (hereafter referred to as TMW) by a limited company I’ll call J. J’s current director is Ms S. The essence of the complaint is that Ms S is unhappy with the conditions TMW... (3 pages)View decision -
Decision Reference DRN-5238418
21 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5238418 The complaint Mr W complains that a car acquired under a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this complaint so I ... (4 pages)View decision -
Decision Reference DRN-5560574
21 Jul 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5560574 The complaint Mr W has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In late 2023 Mr W opened an account with Kroo. Mr W has said that he never made any transactions on the account and only opened i... (3 pages)View decision -
Decision Reference DRN-5597058
21 Jul 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5597058 The complaint Miss A is unhappy with several aspects of the service that she’s received from Vanquis Bank Limited. What happened Miss A has a credit account with Vanquis which has had limited functionality since February 2022. In August 2024, Miss A wanted to make purchases ... (3 pages)View decision -
Decision Reference DRN-5285014
21 Jul 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5285014 The complaint Mr C complains about excess mileage fees he was charged when he settled a hire agreement he held with Lex Autolease Limited (“Lex”) early. What happened In July 2021, Mr C acquired a car using a hire agreement with Lex. The minimum period of hire was for 48 mo... (3 pages)View decision -
Decision Reference DRN-5677503
21 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5677503 The complaint Mr R is unhappy that Nationwide wont refund the money he says he sent as part of an impersonation scam. What happened Mr R says he fell victim to an impersonation scam. Between 19 March 2025 and 6 April 2025, Mr R made three payments totalling £9,600 to an acco... (2 pages)View decision -
Decision Reference DRN-5617707
21 Jul 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5617707 The complaint Mr M complains Oakbrook Finance Limited should have defaulted the loan he had with it, rather than report it as in an arrangement, on his credit file. What happened Mr M took a personal loan with Oakbrook for £3,200 in February 2017. It was agreed he would rep... (3 pages)View decision
