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 368546 results
-
Decision Reference DRN-5173865
31 Mar 2025 Insight Financial Associates Limited UpheldPensions and AnnuitiesDRN-5173865 The complaint Mr E, through his representative, complains about advice he received from Insight Financial Associates Limited (Insight) in 2013. Although represented in this matter, for ease of reading, generally all references to Mr E will include submissions by his represe... (9 pages)View decision -
Decision Reference DRN-4876748
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4876748 The complaint Mr S complains Lloyds Bank PLC 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 partie... (4 pages)View decision -
Decision Reference DRN-5441373
31 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5441373 The complaint Miss M complains that a car supplied to her under a hire purchase agreement with BMW Financial Services(GB) Limited (BMWFS) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provi... (6 pages)View decision -
Decision Reference DRN-5031609
31 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5031609 The complaint Mr B has complained that Santander UK Plc (“Santander”) failed to protect him from falling victim to an impersonation scam and hasn’t refunded the money he lost in the scam. What happened The background of this complaint is already known to both parties, so I ... (6 pages)View decision -
Decision Reference DRN-5318706
31 Mar 2025 Brooklin Claims Consultants Ltd UpheldInsuranceDRN-5318706 The complaint Miss G complains that Brooklin Claims Consultants Ltd (BCC) have provided poor repairs and service when dealing with her claim for a fire at her property. What happened In February 2022 Miss G had a fire at her property and made a claim on her buildings and co... (4 pages)View decision -
Decision Reference DRN-5435046
31 Mar 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5435046 The complaint Mrs S complains that the end of contract charges she received from Mercedes-Benz Financial Services UK Limited (“MBFS”) after handing back a car were unfair. What happened In February 2021 Mrs S entered into a four-year hire purchase agreement for a new car wit... (6 pages)View decision -
Decision Reference DRN-5412302
31 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5412302 The complaint Mr M has complained about West Bay Insurance Plc. He isn’t happy about the valuation of his vehicle after it was deemed a total loss following a claim under his commercial motor insurance policy. What happened Mr M made a claim under his motor insurance policy ... (2 pages)View decision -
Decision Reference DRN-5428921
31 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5428921 Complaint Ms H has complained about the overdraft charges Santander UK Plc (“Santander”) applied to her current account. She’s effectively said the charges applied to her account were unfair as there was a failure to take account of her becoming reliant on debt. Background ... (5 pages)View decision -
Decision Reference DRN-5421313
31 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5421313 The complaint Miss W complains that Liverpool Victoria Insurance Company Limited have delayed in investigating a claim that was made against her, and then settled it in error as a fault claim which has resulted in an increase in her premiums. What happened In February 2023 ... (3 pages)View decision -
Decision Reference DRN-5446128
31 Mar 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5446128 The complaint Mrs A is unhappy with the service she’s received from Sainsbury’s Bank Plc, trading as Sainsbury’s Finance, surrounding the defaulting of her account. What happened Mrs A had a credit account with Sainsbury’s. Unfortunately, in July 2023, Mrs A’s personal circ... (5 pages)View decision
