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-5016458
17 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5016458 The complaint Mr D is unhappy that Santander UK Plc won’t reimburse money he lost to a scam. The complaint is brought on Mr D’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat everythi... (6 pages)View decision -
Decision Reference DRN-5337788
17 Mar 2025 O'Neill Private Finance Ltd UpheldMortgagesDRN-5337788 The complaint Mr and Mrs B complain that O’Neill Private Finance Ltd trading as The Independent Mortgage and Loan Company (OPF) gave unsuitable advice when recommending a re- structure of their mortgage arrangements. They’re unhappy they’ve not ended up with the ability to o... (9 pages)View decision -
Decision Reference DRN-5402474
17 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5402474 The complaint Mr G complains about how U K Insurance Limited trading as Churchill handled a claim he made on his roadside assistance policy. Reference to Churchill includes its agents. What happened Mr G held a roadside assistance policy with Churchill. When his car broke do... (4 pages)View decision -
Decision Reference DRN-5402534
17 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5402534 The complaint Miss H has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In September 2023 Miss H entered into a two-year fixed sum loan ag... (4 pages)View decision -
Decision Reference DRN-5183438
17 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5183438 The complaint Mrs G is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Mrs G is being represented by a claims management company but for ease of I’ll only refer to Mrs G in the decision. What happened The detailed background to this complain... (10 pages)View decision -
Decision Reference DRN-5400176
17 Mar 2025 Arbuthnot Latham & Co Limited UpheldBanking and PaymentsDRN-5400176 The complaint Mrs and Mr B complain that they’ve been unable to recover a payment they made from their account with Arbuthnot Latham & Co Limited. What happened Mrs and Mr B wanted to send a payment to their son’s company. He gave them a sort code and account number from... (2 pages)View decision -
Decision Reference DRN-5112701
17 Mar 2025 Aviva Life Services UK Limited Not upheldInsuranceDRN-5112701 The complaint Mrs L and Mr L complain Aviva Life Services UK Limited made an error on their whole of life policy and say they would have made a different decision at the 2019 review had they had known of the error. What happened In a 2019 policy review, Aviva told Mrs L and ... (2 pages)View decision -
Decision Reference DRN-5402765
17 Mar 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5402765 The complaint Mrs B has complained to us about a credit agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (“Vauxhall”). What happened In February 2020 Mrs B entered into a conditional sale agreement for a used car. The price of the car was ... (5 pages)View decision -
Decision Reference DRN-5338547
17 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5338547 The complaint Mr G complains that misleading information from Barclays Bank UK PLC trading as Barclaycard, led to inconvenience and stress relating to the payment of his monthly Barclaycard bill. What happened Mr G’s monthly Barclaycard bill was historically paid from his w... (2 pages)View decision -
Decision Reference DRN-5212395
17 Mar 2025 Clegg Gifford & Co Limited UpheldInsuranceDRN-5212395 The complaint Mr M is unhappy that he didn’t receive a 30% discount when he renewed his Taxi insurance policy as advised by Clegg Gifford & Co Limited (Clegg). What happened Mr M took out a Taxi insurance policy via his broker, Clegg. Mr M said Clegg informed him he woul... (2 pages)View decision
