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-6104152
21 Apr 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6104152 The complaint Mrs L complains about the quality of a vehicle that was supplied through a motor finance agreement with CA AUTO FINANCE UK LTD (CAF). Mrs L has been represented on this complaint. But to keep things simple I’ll only refer to Mrs L in my decision. What happened ... (3 pages)View decision -
Decision Reference DRN-6304214
21 Apr 2026 Brighter Lending Limited Not upheldConsumer CreditDRN-6304214 The complaint Brighter Lending Limited trading as Toot Loans provided Mr W with a £2,000 loan in June 2024. Mr W says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The fa... (3 pages)View decision -
Decision Reference DRN-6232522
21 Apr 2026 Advantage Finance Limited Not upheldConsumer CreditDRN-6232522 The complaint Mr S complains about a motor finance agreement he entered into with Advantage Finance Limited (‘Advantage’). He says that Advantage failed to disclose that it paid commission to the broker that introduced his business and that this resulted in him being charged... (3 pages)View decision -
Decision Reference DRN-5905751
21 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5905751 The complaint Mr M complains TSB Bank plc recorded a marker against him on a national fraud database. He doesn’t think it’s treated him fairly. What happened Mr M received a payment into his account on 10 April 2025. He withdrew the funds at a cash machine the same day. Howe... (2 pages)View decision -
Decision Reference DRN-5814673
21 Apr 2026 GROVE PENSION SOLUTIONS LTD Not upheldPensions and AnnuitiesDRN-5814673 The complaint Mr R has complained to Grove Pension Solutions Limited (‘Grove’) about advice he received regarding his defined benefit (‘DB’) pension. He says key information was withheld from him at the abridged advice stage, which influenced his decision to request full adv... (6 pages)View decision -
Decision Reference DRN-6242451
21 Apr 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6242451 The complaint Miss J and Mr L have complained that Inter Partner Assistance SA (‘IPA’) declined their claim and cancelled their policy. What happened Miss J and Mr L bought a travel insurance policy with IPA through a comparison website. They booked a holiday but cancelled d... (2 pages)View decision -
Decision Reference DRN-6262943
21 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6262943 The complaint Mr S complains that TSB Bank plc trading as TSB Bank won’t refund the money he says he’s lost to a scam. What happened Mr S says he paid £650 to a scammer posing as an employee of a clothing company by faster payment on 23 October 2025. He raised a fraud claim ... (2 pages)View decision -
Decision Reference DRN-6169308
21 Apr 2026 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-6169308 The complaint Mr W has complained about the advice and service he’s received from St. James's Place Wealth Management Plc (‘SJP’) relating to various investment products. What happened Mr W became a client of SJP in 2010 through an adviser who was a tied representative ... (7 pages)View decision -
Decision Reference DRN-6288578
21 Apr 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6288578 The complaint Mr B and Ms V are unhappy with the way Aviva Insurance Limited handled a claim made under a travel insurance policy. All reference to Aviva includes the agents appointed to provide medical assistance and handle claims and complaints on its behalf. What happen... (5 pages)View decision -
Decision Reference DRN-6258110
21 Apr 2026 SiriusPoint International Insurance Corporation Not upheldInsuranceDRN-6258110 The complaint Mr and Mrs M have complained that SiriusPoint International Insurance Corporation hasn’t fully settled a claim they made on a travel insurance policy. As it is Mr M leading on the complaint, for ease, I will mostly just be referring to him in this decision. W... (3 pages)View decision