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 375868 results
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Decision Reference DRN-5673052
5 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5673052 The complaint Mr R complains that, although Santander UK Plc reassured him that it wouldn’t put a new lower interest rate deal on the mortgage he holds jointly with another party without his agreement, it did then allow a new rate to be applied without his signature. What ha... (3 pages)View decision -
Decision Reference DRN-5198673
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5198673 The complaint Mrs C has complained that Revolut Ltd won’t refund the money she says she lost to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here: In July 2023 Mrs C saw an advertisement rega... (6 pages)View decision -
Decision Reference DRN-5390325
5 Sep 2025 Solium Capital UK Limited Not upheldInvestmentsDRN-5390325 The complaint Mr C complains that Solium Capital UK Limited, trading as Shareworks by Morgan Stanley, took too long transferring his Save As You Earn (SAYE) shares into his personal dealing account. What happened Morgan Stanley is the administrator of a SAYE employee share ... (3 pages)View decision -
Decision Reference DRN-5743243
5 Sep 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5743243 The complaint Mr M1 and Ms D complain that Advantage Insurance Company Limited (‘Advantage’) cancelled Mr D’s car insurance policy after he made a claim on it and it paid him a total loss settlement. What happened Mr M1 held a car insurance policy provided by Advantage. His... (4 pages)View decision -
Decision Reference DRN-5736072
5 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5736072 The complaint Mr H complains about the amount Admiral Insurance (Gibraltar) Limited (Admiral) have paid to settle the claim he made under his motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised e... (3 pages)View decision -
Decision Reference DRN-5607162
5 Sep 2025 Digital Moneybox Limited Not upheldInvestmentsDRN-5607162 The complaint Mr S is unhappy with the way his lifetime ISA is presented on the Digital Moneybox Limited trading as Moneybox (‘Moneybox’) app. What happened Mr S has a lifetime ISA (‘LISA’) which he holds via Moneybox. He complained to Moneybox as he felt the way the LISA’s ... (2 pages)View decision -
Decision Reference DRN-5564932
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5564932 The complaint Mrs B is unhappy Santander UK Plc (“Santander”) hasn’t reimbursed her after she fell victim to a scam. What happened The details of the complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary, Mrs B has been ... (3 pages)View decision -
Decision Reference DRN-5797150
5 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5797150 The complaint Mr J complains about the way U K Insurance Limited (trading as Direct Line) have handled the return of his written-off car following a claim under his late father’s car insurance policy. What happened The details of what happened are well known to both parties.... (2 pages)View decision -
Decision Reference DRN-5596772
5 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5596772 The complaint Mr B complains that BMW Financial Services (GB) Limited (“BMW”) wrongly ended a car finance agreement. He wants BMW to reinstate the agreement. What happened In May 2024 Mr B entered into a hire purchase agreement with BMW. Under the terms of the agreement, whi... (2 pages)View decision -
Decision Reference DRN-5761875
5 Sep 2025 HSBC Life (UK) Limited Not upheldInsuranceDRN-5761875 The complaint Mrs J’s complained that HSBC Life (UK) Limited unfairly declined the claim she made on her life policy after she was diagnosed with a terminal illness. Mrs J has been supported in making her complaint by her husband, Mr J. Submissions and comments attributed t... (3 pages)View decision
