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 380824 results
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Decision Reference DRN-5713286
24 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5713286 The complaint Mr and Mrs H’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) being party to an unfa... (14 pages)View decision -
Decision Reference DRN-5606510
24 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5606510 The complaint Mr A complains Lloyds Bank PLC (“Lloyds”) provided poor service and discriminated against him by questioning a form of identification (ID) he presented in branch. Mr A is unhappy that because of this his transaction was nearly declined. What happened In January... (3 pages)View decision -
Decision Reference DRN-5713595
24 Jul 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5713595 The complaint Miss K is represented by her solicitors. They say St. James’s Place Wealth Management Plc (‘SJP’) gave her unsuitable advice in 2018 to transfer her pensions into an SJP Retirement Account (‘RA’) and to transfer her Individual Savings Accounts (‘ISAs’) from th... (14 pages)View decision -
Decision Reference DRN-5709216
24 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5709216 Complaint Mrs R is unhappy that Santander UK Plc didn’t reimburse her after she reported falling victim to a scam. Background Mrs R hired a gardener to do some work in her garden. He started by cutting down trees. She was later quoted £3,500 for more work, including replacin... (2 pages)View decision -
Decision Reference DRN-5698848
24 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5698848 The complaint Mrs M is being represented by solicitors. She’s complaining about Wise Payments Limited because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs M fell victim to a cruel investment scam after responding to an advert she saw on... (3 pages)View decision -
Decision Reference DRN-5713340
24 Jul 2025 Wakam UpheldInsuranceDRN-5713340 The complaint Mr S and Mrs W have complained that Wakam wrongly voided their home insurance policy and declined their claim in relation to stolen items following a burglary. For the avoidance of doubt, the term ‘Wakam’ includes reference to its agents and representatives fo... (6 pages)View decision -
Decision Reference DRN-5659627
24 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5659627 The complaint Mr B complains about U K Insurance Limited’s (‘UKI’) handling of a claim he made under his buildings insurance policy. What happened Mr B held a home insurance policy underwritten by UKI. He raised a claim for damage in April 2019 and UKI accepted the claim. P... (3 pages)View decision -
Decision Reference DRN-5656306
24 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5656306 The complaint Mr K complains about the customer service given to him by AXA Insurance UK Plc during a claim he made on his motor insurance policy. Reference to AXA includes its agents. Mr K, throughout this complaint, both with the Financial Ombudsman Service, and with AXA, ... (3 pages)View decision -
Decision Reference DRN-5022404
24 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5022404 The complaint Mr J complains about Lloyds Bank PLC. He says that it failed to protect him from a scam and would like it to refund him the money he has lost. Mr J’s complaint has been referred to this service by a professional representative, but for the sake of readability, ... (3 pages)View decision -
Decision Reference DRN-5649718
24 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5649718 The complaint Mr A complains about the response of British Gas Insurance Limited (‘British Gas’) to a claim he made on his ‘Homecare’ boiler insurance policy. Much of Mr A’s unhappiness is with the actions of British Gas’ appointed agents. As British Gas have accepted respon... (3 pages)View decision
