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 367926 results
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Decision Reference DRN-5416573
24 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5416573 The complaint Mr D complains that the car he acquired through BMW Financial Services(GB) Limited, trading as ALPHERA Financial Services, wasn’t of satisfactory quality. He wants BMW to give him back his money or obtain for him a replacement car of the same value. What happen... (5 pages)View decision -
Decision Reference DRN-5422072
24 Mar 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5422072 The complaint Miss R has complained about the way The National Farmers' Union Mutual Insurance Society Limited (NFU) handled her claim under her Light Good Commercial Vehicle Insurance policy. What happened Miss R’s vehicle, which I would describe as a classic vehicle,... (5 pages)View decision -
Decision Reference DRN-4995958
24 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4995958 The complaint Mr A complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr A has ... (4 pages)View decision -
Decision Reference DRN-5422341
24 Mar 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5422341 The complaint Mrs E is unhappy with the replacement fridge freezer provided by Domestic & General Insurance Plc (D&G) following a claim under her appliance insurance policy. What happened Mrs E has an insurance policy for her fridge freezer with D&G, this provid... (4 pages)View decision -
Decision Reference DRN-4995956
24 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4995956 The complaint Mr A complains that Nationwide Building Society (Nationwide) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summar... (4 pages)View decision -
Decision Reference DRN-5241542
24 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5241542 The complaint Mr S complains that Revolut Ltd failed to protect him when he fell victim to a cryptocurrency investment scam. Mr S is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties and... (11 pages)View decision -
Decision Reference DRN-5085258
24 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5085258 The complaint Mrs S is unhappy that Barclays Bank UK PLC decided not to refund her after she’d been the victim of a scam. Mrs S is bringing her complaint using a claims management company which I’ll refer to as J. What happened Mrs S decided to invest in a company I’ll refe... (4 pages)View decision -
Decision Reference DRN-5301659
24 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5301659 The complaint Miss H is unhappy that Legal and General Assurance Society Limited have declined a claim she made on her income protection policy. What happened Miss H made a claim on her income protection policy. Legal and General declined the claim. Miss H made a complaint t... (2 pages)View decision -
Decision Reference DRN-4976356
24 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4976356 The complaint Mr H complains about the service he’s received from Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (“Skoda”). He says it’s holding him to the mileage allowance on his credit agreement. What happened In February 2023, Mr H took ou... (3 pages)View decision -
Decision Reference DRN-5094162
24 Mar 2025 Phoenix Life CA Limited Not upheldPensions and AnnuitiesDRN-5094162 The complaint Mr C’s Personal Pension (‘PP’) is provided by Phoenix Life CA Limited (‘Phoenix’), formerly Sun Life Assurance Company of Canada (UK) Limited (‘SLOC’). He says Phoenix gave him conflicting and misleading information, between 2019 and 2023, in response to his on... (4 pages)View decision
