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 370904 results
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Decision Reference DRN-5126013
30 Mar 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5126013 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened In January 2024, Mr M was supplied with a used car through a hire purchase agreement with Startline.... (4 pages)View decision -
Decision Reference DRN-5132803
30 Mar 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5132803 The complaint Mr and Mrs C have complained that Inter Partner Assistance SA (‘IPA’) unreasonably declined a claim for the cancellation of a trip. What happened Mr and Mrs C bought an annual travel insurance policy, underwritten by IPA. Unfortunately, Mrs C became unwell and ... (2 pages)View decision -
Decision Reference DRN-5197571
30 Mar 2025 Lowes Financial Management Limited Not upheldInvestmentsDRN-5197571 The complaint Mr A and Mrs A (‘the complainants’) became clients of Lowes Financial Management Limited (‘Lowes’) in 2012, when they both retired. Lowes advised on their portfolio – Mr A’s Self- Invested Personal Pension (‘SIPP’) and Stocks & Shares Individual Savings Acc... (5 pages)View decision -
Decision Reference DRN-5347996
30 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5347996 The complaint Mr R complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-5176794
29 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5176794 The complaint Miss S has complained that Santander UK Plc (“Santander”) failed to protect her from falling victim to a cryptocurrency-related scam, and hasn’t refunded the money she lost. What happened The background of this complaint is already known to both parties, so I... (5 pages)View decision -
Decision Reference DRN-4975408
29 Mar 2025 Close Brothers Limited Not upheldConsumer CreditDRN-4975408 The complaint Mr T complains about the quality of the vehicle supplied to him by Close Brothers Limited (“Close Brothers”). What happened Mr T entered into a conditional sale agreement with Close Brothers in August 2023 to acquire a used car. The car was around 12 years old ... (4 pages)View decision -
Decision Reference DRN-5388933
29 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5388933 The complaint Miss L complains that Ageas Insurance Limited (“Ageas”) unfairly declined her claim following an accident involving her vehicle. Any reference to Ageas in this decision includes its appointed agents and representatives. What happened In June 2024, Miss L drove ... (4 pages)View decision -
Decision Reference DRN-5438543
29 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5438543 The complaint London & Colonial Services Limited ('L&C') recently changed its name to Pathlines Pensions UK Limited but for ease of reference I'll simply be referring to ‘L&C’ throughout this decision. Mrs T complains that Pathlines Pensions UK Li... (48 pages)View decision -
Decision Reference DRN-5417793
29 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5417793 The complaint Mr B complains that American Express Services Europe Limited (AESEL) didn’t do enough to help him when he told it about a dispute he had with a merchant over airmiles purchased. The airmiles were paid for using his American Express Business Platinum charge card... (7 pages)View decision -
Decision Reference DRN-5314421
29 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5314421 The complaint Mr H complains that Lloyds Bank PLC (“Lloyds”) won’t refund the money he and his wife lost when they fell victim to an investment scam. The payments that left Mr H’s account funded supposed investments in both his and his wife’s name. However, as the account is... (6 pages)View decision
