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 381196 results
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Decision Reference DRN-5446092
29 Jul 2025 Fluent Mortgages Limited UpheldMortgagesDRN-5446092 The complaint Mr and Mrs H complain that when Fluent Mortgages Limited trading as Fluent Money arranged them a mortgage, the amount it arranged wasn’t enough, leaving them with a shortfall. What happened Mr and Mrs H consulted Fluent Money about re-mortgaging their existing ... (5 pages)View decision -
Decision Reference DRN-5718738
29 Jul 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5718738 The complaint T complains PayrNet Limited (ANNA Money) is treating it unfairly in requesting a selfie to verify payments. T would like this requirement to be removed from the account. Note Whilst this is T’s complaint, I will refer to Mr B who is its director and has been de... (4 pages)View decision -
Decision Reference DRN-5719712
29 Jul 2025 Mercer Limited UpheldPensions and AnnuitiesDRN-5719712 The complaint Mr W has complained that Mercer Limited advised him to make contributions to his pension plan which breached his Money Purchase Annual Allowance (MPAA). This has resulted in tax charges and interest becoming payable. What happened Mr W held a Group Personal Pen... (9 pages)View decision -
Decision Reference DRN-5721204
29 Jul 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5721204 The complaint Mr P complains that Zopa Bank Limited irresponsibly agreed a loan for him. What happened Zopa agreed a loan of £2,000 for Mr P in late May 2021. The total amount owed was £2,260.21, to be repaid at £188.35 a month over 12 months. Mr P met his repayments and th... (3 pages)View decision -
Decision Reference DRN-5614346
29 Jul 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5614346 The complaint Ms K complains that Aioi Nissay Dowa Insurance UK Limited trading as Toyota Motor Insurance (ANDI) charged her incorrect amounts after amending her policy and cancelling it. What happened Ms K took out a policy with ANDI in 2023. In June 2024 the policy auto-re... (4 pages)View decision -
Decision Reference DRN-5721270
29 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5721270 The complaint Ms H complained because Royal & Sun Alliance Insurance Limited (“RSA”) declined her buildings insurance claim. What happened Ms H made a claim for a damaged cupboard unit. It had been fixed to the wall and it came crashing down on to the tiled floor. She t... (3 pages)View decision -
Decision Reference DRN-5665574
29 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5665574 The complaint Mr O complains about a car supplied to him using a hire purchase agreement taken out with Black Horse Limited (“Black Horse”). What happened In November 2023, Mr O acquired a used car using a hire purchase agreement with Black Horse. The car was almost four ye... (4 pages)View decision -
Decision Reference DRN-5721137
29 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5721137 The complaint Miss B complains that CA Auto Finance UK Ltd (CA Auto) supplied her with a used car under a personal contract purchase (PCP) agreement that was of unsatisfactory quality and had parts that weren’t made by the original manufacturer. What happened Miss B took ou... (7 pages)View decision -
Decision Reference DRN-5241181
29 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5241181 The complaint Mr E complains that Santander UK Plc won’t refund money he lost when he was a victim of an investment scam. Mr E is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer t... (5 pages)View decision -
Decision Reference DRN-5721119
29 Jul 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5721119 The complaint Miss B complains about a car supplied to her using a hire purchase agreement taken out with Tandem Motor Finance Limited (“TMFL”). What happened Miss B referred a complaint to us along with her representative. As the complainant is Miss B, for ease, I have add... (5 pages)View decision
