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-5712069
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5712069 The complaint Miss P complains that Barclays Bank UK PLC lent to her irresponsibly. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summary. On 17 December 2020, Miss P applied f... (5 pages)View decision -
Decision Reference DRN-5501319
24 Jul 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5501319 The complaint Mr D complains that ARAG Legal Expenses Insurance Company Limited has unfairly declined a claim under his landlord legal protection insurance policy. Where I refer to ARAG, this includes the actions of its agents and claims handlers for which it takes responsi... (2 pages)View decision -
Decision Reference DRN-5423419
24 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5423419 The complaint Mr S complains Wise Payments Limited wouldn’t accept an unenrolled deed pool as evidence that he’s changed his name. What happened Mr S opened an account with Wise in April 2024. Mr S contacted Wise on 18 January 2025 to say he’d changed his name and wanted his... (2 pages)View decision -
Decision Reference DRN-5214269
24 Jul 2025 Cansquared Limited Not upheldPensions and AnnuitiesDRN-5214269 The complaint Mrs M has complained that Cansquared Limited provided misleading quotes for her pension holdings, which caused her to make a life changing decision. As a result, Mrs M would like Cansquared Limited to make up the difference. What happened The investigator who c... (6 pages)View decision -
Decision Reference DRN-5342313
24 Jul 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5342313 The complaint Mr N has complained, with the help of a personal representative, about the suitability of the advice he was given by an adviser linked to St James’s Place Wealth Management Plc (“SJP”) in 2015 to switch a number of his pensions to an SJP Retirement Account (RA)... (10 pages)View decision -
Decision Reference DRN-5303637
24 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5303637 The complaint Mrs K complains that Santander UK Plc won’t refund money she lost when she fell victim to an investment scam. Mrs K is being represented by a company I will refer to as “M”. What happened The background to this complaint is well-known to both parties, so I wo... (3 pages)View decision -
Decision Reference DRN-5682931
24 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5682931 The complaint Mr C and Mrs C complain about the way Aviva Insurance Limited (Aviva) handled the claim they made under their plumbing and drainage policy. This complaint has been bought by both Mr C and Mrs C, but as Mrs C has been leading in the complaint, and for ease, I’ve... (3 pages)View decision -
Decision Reference DRN-5672242
24 Jul 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5672242 The complaint Mr T’s complaint is about the handling of a claim under his motor policy with West Bay Insurance Plc. What happened In late January 2024, Mr T reported a claim to West Bay. He is a self-employed driving instructor and had an accident while giving a lesson. Mr ... (4 pages)View decision -
Decision Reference DRN-5707845
24 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5707845 The complaint Mr K complains Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened Mr K complains that from February 2024 he sent several payments to what it thought was a legitimate investment. When Mr K realised he had lost all his money, he ra... (3 pages)View decision -
Decision Reference DRN-5713154
24 Jul 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5713154 The complaint Miss O is unhappy that a car supplied to her under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge) was of unsatisfactory quality. What happened In January 2024 Miss O entered into a hire purchase agreement with N... (4 pages)View decision
