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-5356347
18 Jul 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5356347 The complaint Mr N complains about the quality of a car supplied on finance by N.I.I.B. Group Limited trading as Northridge Finance (‘NF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflec... (5 pages)View decision -
Decision Reference DRN-5508036
18 Jul 2025 Phoenix Life Limited UpheldInsuranceDRN-5508036 The complaint Mr G complains that he hasn’t received annual policy updates from Phoenix Life Limited in relation to a life assurance policy. What happened In 1994 Mr G took out a life assurance policy. He was the policy holder but the life assured was his then fiancé, now wi... (2 pages)View decision -
Decision Reference DRN-5538687
18 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5538687 The complaint Mr and Mrs N complain Aviva Insurance Limited (“Aviva”) unfairly declined their claim for storm damage on their property insurance policy. All references to Aviva include its agents. What happened Mr and Mrs N took out a property insurance policy covering their... (3 pages)View decision -
Decision Reference DRN-5429712
18 Jul 2025 Accord Mortgages Limited Not upheldMortgagesDRN-5429712 The complaint Mr and Mrs H complain that Accord Mortgages Limited unfairly demanded that a mortgage protection clause needed to be added to the lease of the mortgaged property, which delayed their mortgage drawdown. This put them in a difficult position that could have been ... (4 pages)View decision -
Decision Reference DRN-5337393
18 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5337393 The complaint Mr A complains that Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parti... (3 pages)View decision -
Decision Reference DRN-5699767
18 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5699767 The complaint Mr S and Ms S complain Bank of Scotland plc trading as Halifax (“Halifax”) didn’t do enough to protect them when they fell victim to a scam. What happened Mr S and Ms S were introduced to an overseas investment opportunity by a friend. They said they had a vid... (3 pages)View decision -
Decision Reference DRN-5392742
18 Jul 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5392742 The complaint Mr B complains, in summary, that Phoenix Life Limited (‘Phoenix Life’), trading as Standard Life – I will refer to Phoenix Life throughout for ease – should have used a different date to calculate his pension value, when processing his request to move this to a... (4 pages)View decision -
Decision Reference DRN-5700646
18 Jul 2025 Nationwide Building Society UpheldConsumer CreditDRN-5700646 The complaint Mr J has complained, through a family member that Nationwide Building Society (“Nationwide”) gave him credit in the form of overdrafts and loans that weren’t affordable. What happened In August 2023, Mr J was granted a personal loan of £1,000 to be repaid over... (4 pages)View decision -
Decision Reference DRN-5621481
18 Jul 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5621481 The complaint Mr O complains J.P. Morgan Europe Limited trading as Chase closed his account when he queried certain questions Chase had asked in a ‘Know Your Customer’ survey. What happened Mr O explained Chase asked him to complete a survey as part of its anti-money launder... (4 pages)View decision -
Decision Reference DRN-5643532
18 Jul 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5643532 The complaint Mr and Mrs A’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (24 pages)View decision
