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 382298 results
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Decision Reference DRN-5775331
10 Nov 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5775331 The complaint Ms E says The Royal London Mutual Insurance Society Limited (‘Royal London’) breached the privacy and confidentiality of her application to withdraw her pension as a lump sum. She refers to Royal London informing her previous employer – to whom the pension was ... (3 pages)View decision -
Decision Reference DRN-5930218
10 Nov 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5930218 The complaint Mr G complains that Aviva Life & Pensions UK Limited (Aviva) caused an unnecessary delay to his requested fund switch, leading to a financial loss. He also complains that his account was frozen until 22 April 2025 and this stopped him from mitigating his lo... (9 pages)View decision -
Decision Reference DRN-5928695
10 Nov 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5928695 The complaint Mrs H complains that Volvo Car Financial Services UK Limited (“VCFS”) refused to let her reject a faulty car. What happened In January 2024 Mrs H acquired a new car at a cost of £56,889 funded by a deposit of £12,750 with the balance provided by VCFS. Mrs H enc... (3 pages)View decision -
Decision Reference DRN-5825801
10 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5825801 The complaint Mr L complains Revolut Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr L held an account with Revolut. In April 2025, he received two payments from a third- party, through ... (3 pages)View decision -
Decision Reference DRN-5222710
10 Nov 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5222710 The complaint Mr G complains that HARBOUR ROCK CAPITAL LIMITED trading as Portafina (‘Harbour Rock’) gave him unsuitable advice about the transfer of his deferred defined benefits (‘DB’) pension scheme to a self-invested personal pension (‘SIPP’). He complains that he is wor... (8 pages)View decision -
Decision Reference DRN-5882557
10 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5882557 The complaint Mr R complains that Black Horse Limited would not allow him to reject a faulty car. What happened In July 2023 Mr R acquired a second-hand car at a cost of £18,300 funded by a deposit of £1,300 and the balance was met by a hire purchase agreement with Black Hor... (3 pages)View decision -
Decision Reference DRN-5886752
10 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5886752 The complaint Miss K complained because HSBC UK Bank Plc refused to refund her for transactions which she said she hadn’t authorised. What happened Miss K opened two accounts with HSBC at the start of February 2025. One of these was a Global Money account. On 19 June 2025,... (4 pages)View decision -
Decision Reference DRN-5921584
10 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5921584 The complaint Mr T complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly in opening a credit card account and to subsequent credit limit increases. What happened Around August 2021 Mr T applied for a revolving credit facility (credit card) with NewDay. His a... (4 pages)View decision -
Decision Reference DRN-5921487
10 Nov 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5921487 The complaint Ms W complains through a representative that Advantage Finance Ltd (“Advantage”) gave her a hire purchase agreement What happened Ms W’s original complaint also concerned another finance agreement taken out in 2015 with Advantage but that has been looked at se... (3 pages)View decision -
Decision Reference DRN-5925136
10 Nov 2025 Care by Volvo Car UK Limited Not upheldConsumer CreditDRN-5925136 The complaint Mr O is unhappy with how Volvo Car UK Limited dealt with the collection of a car they’d supplied to him under a hire agreement. What happened In January 2022, Mr O was supplied with a new car through a hire agreement with Volvo. The agreement was for 36 months... (3 pages)View decision
