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 376696 results
-
Decision Reference DRN-5596996
15 Sep 2025 Well Dunn Limited Not upheldInsuranceDRN-5596996 The complaint Mr T complains about how Well Dunn Limited trading as Insurance Revolution Broking Services (WDL) has applied his no claims discount on his motor trade policy. What happened Mr T first took out a policy through WDL in 2023. His policy renewed in 2024 but due to... (2 pages)View decision -
Decision Reference DRN-5780695
15 Sep 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5780695 The complaint Miss H complains about problems she has had with a car Blue Motor Finance Ltd (BMF) supplied to her under a hire purchase agreement. What happened The facts of this case are familiar to both sides. Therefore, I do not intend to set out everything that has happ... (5 pages)View decision -
Decision Reference DRN-5452969
15 Sep 2025 M&G Wealth Advice Limited Not upheldPensions and AnnuitiesDRN-5452969 The complaint Mr T complains about advice received from M&G Wealth Advice Limited (M & G). What happened Mr T said he asked for advice from M & G regarding the possible transfer of a defined benefit (DB) workplace pension. The advice was not to transfer, and he f... (6 pages)View decision -
Decision Reference DRN-5623117
15 Sep 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5623117 The complaint Mr W complains that Phoenix Life Limited (Phoenix) mis administered his pension plans and delayed him taking benefits causing losses and inconvenience. He wants compensation for the losses and inconvenience caused. Mr W is assisted in bringing his complaint by... (3 pages)View decision -
Decision Reference DRN-5552557
15 Sep 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5552557 The complaint Mr W complains Kroo Bank (“Kroo”) blocked two transfers he made to external accounts in his name. What happened On 6 February 2025 Mr W transferred £15,000 to an external account in his name successfully. Later the same day at 8.55pm he attempted a further £20,... (4 pages)View decision -
Decision Reference DRN-5774232
15 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5774232 The complaint Mr W complains that he doesn’t receive his credit card statements early enough from NewDay Ltd trading as John Lewis Partnership Card. What happened Mr W holds a credit card account with NewDay Ltd. He receives the monthly statements through the post. But he s... (2 pages)View decision -
Decision Reference DRN-5818106
15 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5818106 The complaint Mr H complains about a car supplied under a hire purchase agreement, provided by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (‘BMWFS’). What happened Around October 2024 Mr H acquired a used car under a hire purchase agreement with... (7 pages)View decision -
Decision Reference DRN-5818205
15 Sep 2025 Arch Insurance (UK) Limited Not upheldInsuranceDRN-5818205 The complaint Mr G has complained about his home property insurer Arch Insurance (UK) Limited because it won’t offer any costs for reinstating undamaged flooring. What happened Mr G’s home suffered a water leak. The ground floor of the home is split over two levels and floo... (4 pages)View decision -
Decision Reference DRN-5796779
15 Sep 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5796779 The complaint Mr S complains that Phoenix Life Limited (Phoenix) failed to clearly explain what information it needed from him so that the annuity he requested in July 2023 could start. While he now knows that Phoenix needed his wife’s birth certificate and their marriage ce... (9 pages)View decision -
Decision Reference DRN-5776811
15 Sep 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5776811 The complaint Mr I complains that Marshmallow Insurance Limited has unfairly handled a claim made on his insurance policy. What happened Mr I’s car was involved in an accident on 21 March 2025. Marshmallow arranged to repair the car with an initial repair being completed in ... (5 pages)View decision
