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 401363 results
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Decision Reference DRN-6262543
22 Apr 2026 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-6262543 The complaint Mrs B complains that ZILCH TECHNOLOGY LIMITED (“Zilch”) hasn’t refunded a payment she made under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened Mrs B used her Zilch card to pay for three days car hire while she was in America through a... (3 pages)View decision -
Decision Reference DRN-6304564
22 Apr 2026 Santander UK Plc Not upheldMortgagesDRN-6304564 The complaint This complaint is about a buy-to-let (BTL) mortgage that Miss N holds with Santander UK Plc. It’s one of two complaints Miss N has brought to us, both of which relate to how Santander has treated Miss N since she fell into arrears on the mortgage. The main thru... (3 pages)View decision -
Decision Reference DRN-6308866
22 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6308866 The complaint Mr L complains that TSB Bank Plc trading as TSB (as the recipient bank) didn’t do enough to prevent the loss he suffered when he was the victim of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only prov... (3 pages)View decision -
Decision Reference DRN-6097539
22 Apr 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6097539 The complaint Mr D says Admiral Insurance (Gibraltar) Limited didn’t offer him enough for his stolen car when he made a claim on his motor insurance policy and that it provided poor service. What happened Mr D’s car was stolen on 22 June 2025. He thought the claim took too ... (3 pages)View decision -
Decision Reference DRN-6295150
22 Apr 2026 Evelyn Partners Investment Management Services Limited Not upheldInvestmentsDRN-6295150 The complaint The complaint has been brought by Mrs R, Ms R and Mr R, in their capacity as Trustees of the R Will Trust. As Mrs R has said she’s the lead Trustee and has taken the lead with the complaint, I’ll refer to Mrs R throughout. Mrs R is unhappy that Evelyn Partners... (3 pages)View decision -
Decision Reference DRN-6305023
22 Apr 2026 The Prudential Assurance Company Limited Not upheldInsuranceDRN-6305023 The complaint Mrs S complains that The Prudential Assurance Company Limited didn’t advise her of an add-on benefit to her Whole of Life (WOL) protection plan when it became available. She states this has meant she has overpaid premiums from when the feature became available ... (11 pages)View decision -
Decision Reference DRN-6033635
22 Apr 2026 Creation Consumer Finance Limited UpheldConsumer CreditDRN-6033635 The complaint Mr C complains that Creation Consumer Finance Limited (“Creation”) unfairly recorded missed payment markers and a default on his credit file in relation to a regulated credit agreement. What happened In July 2025, after Mr C lost funds from his bank account du... (4 pages)View decision -
Decision Reference DRN-6297423
22 Apr 2026 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-6297423 The complaint Mr G complains that St. James's Place Wealth Management Plc (SJPWM) gave him unsuitable advice to switch his pension. What happened In 2016 Mr G had a self-invested personal pension (SIPP) that had been put in place by his adviser who I will refer to as Mr... (5 pages)View decision -
Decision Reference DRN-6299172
22 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6299172 The complaint Mr F complains that Revolut Ltd won’t refund money he lost to a scam. Mr F is represented by a firm I’ll refer to as ‘R’. What happened Mr F fell victim to a recovery scam in 2025 – which relates to a previous investment scam that he’d fallen victim to. Mr F ha... (6 pages)View decision -
Decision Reference DRN-6209688
22 Apr 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6209688 The complaint Mr C complains that BMW Financial Services (GB) Limited trading as Alphera Financial Services (Alphera) acted unfairly by lending to him. In bringing his complaint Mr C is represented by a third party for ease of reading I will only refer to Mr C in my decision... (3 pages)View decision