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 366874 results
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Decision Reference DRN-5301801
2 Feb 2025 Think Money Limited Not upheldBanking and PaymentsDRN-5301801 The complaint Ms C complains that Think Money Limited (“Think”) failed to refund transactions she didn’t recognise. What happened Ms C explained that whilst on a break from her work she checked her Think app on her phone and noticed a number of payments had left her account ... (5 pages)View decision -
Decision Reference DRN-5301792
2 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5301792 The complaint Ms V complains that Nationwide Building Society treated her unfairly by failing to process a chargeback request leading to the loss of funds. What happened Ms V had need of an emergency plumber for her property which is situated in another country. Ms V contac... (4 pages)View decision -
Decision Reference DRN-5267037
1 Feb 2025 One Insurance Limited UpheldInsuranceDRN-5267037 The complaint Mr S has complained about One Insurance Limited. He isn’t happy about the way it settled liability after he made a claim under his motor insurance policy. What happened I have previously considered this case and provided my initial thoughts in a provisional de... (5 pages)View decision -
Decision Reference DRN-5301637
1 Feb 2025 Sandringham Financial Partners Limited Not upheldInvestmentsDRN-5301637 The complaint Mr and Mrs L complain that they were given unsuitable investment advice by Sandringham Financial Partners Limited, referred to as “SFP”. They’ve raised many complaint points, but in summary they’re unhappy about the following: The performance of their inves... (9 pages)View decision -
Decision Reference DRN-5016134
1 Feb 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5016134 The complaint Mr S has complained that he is unhappy with the quality of a car he acquired in July 2023, using a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”). What happened Mr S acquired a used BMW in July 2023, using a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-5213240
31 Jan 2025 Axi Financial Services (UK) Limited Not upheldInvestmentsDRN-5213240 The complaint Mr A’s complaint, in essence, is that Axi Financial Services (UK) Limited (“Axi”) acted inappropriately in its administration of his account and in how it conducted its business. He has said he feels his losses, including losses of over £71,000, are a result of... (3 pages)View decision -
Decision Reference DRN-4399949
31 Jan 2025 VPR Safe Financial Group Ltd Not upheldInvestmentsDRN-4399949 The complaint Mr V complains about VPR Safe Financial Group Ltd (trading as Alvexo) closing his account and facilitating a transfer of his positions to another broker. He says these actions caused him significant losses. What happened Mr V opened a CFD trading account with A... (4 pages)View decision -
Decision Reference DRN-5168282
31 Jan 2025 One Insurance Limited UpheldInsuranceDRN-5168282 The complaint Mr C has complained about One Insurance Limited. He isn’t happy about the way it settled a claim under his motor insurance policy - proportionately settling his claim. What happened I looked at this case and provided my initial thoughts in my provisional decisi... (4 pages)View decision -
Decision Reference DRN-5197354
31 Jan 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5197354 The complaint Miss J complains Sainsbury's Bank Plc (“Sainsbury’s”) refunded overpayments to her credit card account in a way that left her in debt and gave her poor service when she questioned this. What happened Miss J had made several payments to her credit card acco... (3 pages)View decision -
Decision Reference DRN-5109336
31 Jan 2025 Scottish Friendly Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5109336 The complaint X’s complaint is about her request for clarification, from Scottish Friendly Assurance Society Limited (‘SFASL’), of notice she received from it in December 2023 about correction of an error in the loyalty bonus for her pension. She says despite her repeated re... (8 pages)View decision
