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 366874 results
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Decision Reference DRN-5343244
7 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5343244 The complaint Mr A is unhappy that Santander UK Plc wouldn’t pre-authorise a transaction that he wanted to make, or that Santander didn’t initially register his complaint about the matter as a formal complaint. What happened Mr A wanted to make a purchase from an overseas ve... (2 pages)View decision -
Decision Reference DRN-5380559
7 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5380559 The complaint Mr R complains about the way SMFL dealt with his claim that a car it supplied to him under a hire purchase agreement wasn’t of satisfactory quality. What happened Mr R entered into a hire purchase agreement for a vehicle on 29 May 2023. Before collection of the... (6 pages)View decision -
Decision Reference DRN-5311670
7 Mar 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5311670 The complaint Miss M complains that Allianz Insurance Plc mishandled her pet insurance policy. What happened Miss M had three pet cats insured on a policy with Allianz. The yearly premium was from October each year as follows: 2021 £ 739.07 2022 £ 821.49 2023 £1,022... (2 pages)View decision -
Decision Reference DRN-5381178
7 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5381178 The complaint Mrs F complains, thorough her representatives, that Options UK Personal Pensions LLP (“Options”) previously Carey Pensions UK - didn’t carry out adequate due diligence as regards her Self-Invested Personal Pension (SIPP). What happened Although Mrs F is represe... (19 pages)View decision -
Decision Reference DRN-5292981
7 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5292981 The complaint Mr J complains that West Bay Insurance Plc unfairly declined a claim under his pet insurance policy. Where I refer to West Bay, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed backgroun... (4 pages)View decision -
Decision Reference DRN-5274359
7 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5274359 The complaint Mr and Mrs C complain that National Westminster Bank Plc (“NatWest”) won’t refund the money they lost when they fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R”, Mr and Mrs C made a further ... (7 pages)View decision -
Decision Reference DRN-4783056
7 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4783056 The complaint Mr A complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5373956
7 Mar 2025 Solarcrown Commercial Limited Not upheldConsumer CreditDRN-5373956 The complaint Mr C has complained that Solarcrown Commercial Limited misled him about the financial benefits he could expect from a solar panel system they sold to him. Mr C has been represented in bringing his complaint but, to keep things simple, I’ll refer to Mr C throug... (3 pages)View decision -
Decision Reference DRN-5373969
7 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5373969 The complaint Mrs E complains about the quality of a used car that she acquired using a hire purchase agreement with Stellantis Financial Services UK Limited (“Stellantis”). What happened In November 2021, Mrs E entered into a hire purchase agreement to acquire a used car. ... (5 pages)View decision -
Decision Reference DRN-5376849
7 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5376849 The complaint Miss K complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (7 pages)View decision
