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 370149 results
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Decision Reference DRN-5606961
27 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5606961 The complaint Ms C complains Santander UK Plc did not credit her account with the correct amount following a cash deposit at an Automated Teller Machine (“ATM”). What happened On 18 January 2025, Ms C says she attempted to pay £1,320 cash into her account at an ATM in branc... (2 pages)View decision -
Decision Reference DRN-5402846
27 Jun 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5402846 The complaint Mr H complains that Aviva Life and Pensions UK Limited (“Aviva”) caused delays in setting up his annuity and did not allow him to exercise his 30 day cooling off period when he set up his annuity. He says that he now has a plan that does not meet his requiremen... (5 pages)View decision -
Decision Reference DRN-5605162
27 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5605162 The complaint Mrs A complains that AXA Insurance UK Plc won’t reimburse her for costs she paid to a third party following a claim on her motor insurance policy. What happened Mrs A holds a motor insurance policy with AXA. When she drove her car into a family member’s wall, s... (3 pages)View decision -
Decision Reference DRN-5460367
27 Jun 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5460367 The complaint Miss F has complained that she was mis-sold her pet policies for her two cats underwritten and sold by Allianz Insurance Plc. She complained the required double loyalty points to a supermarket loyalty scheme which I shall call N weren’t added to her loyalty acc... (3 pages)View decision -
Decision Reference DRN-5654234
27 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5654234 The complaint Mr M has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited. Mr M says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate invest... (33 pages)View decision -
Decision Reference DRN-5601230
27 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5601230 The complaint Mr D has complained that Liverpool Victoria Insurance Company Limited trading as Britannia Rescue (“LV”) hasn’t refunded him for breakdown cover or covered his costs in relation to a breakdown, following what Mr D believes was its refusal to meet its obligation... (3 pages)View decision -
Decision Reference DRN-5598521
27 Jun 2025 Next Retail Limited Not upheldConsumer CreditDRN-5598521 The complaint Miss P complains Next Retailed Limited trading as NextPay (NextPay) shouldn’t have opened a second credit account because she previously had an account with it which had defaulted. What happened Miss P first opened an account with NextPay in 2013. This account... (4 pages)View decision -
Decision Reference DRN-5498246
27 Jun 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5498246 The complaint Mrs C complained about end of contract charges for a car supplied on finance by Ald Automotive Limited. What happened Both parties are familiar with the events of this complaint, so I’ve summarised these here. Mrs C has told us that some of the events involved... (4 pages)View decision -
Decision Reference DRN-5602553
27 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5602553 The complaint Mr H complains Barclays Bank UK PLC won’t refund an Automated Teller Machine (ATM) withdrawal which debited his account even though he says he didn’t receive the cash. What happened Mr H made a cash withdrawal of £200 on 31 January 2025, he says the cash was n... (2 pages)View decision -
Decision Reference DRN-5520352
27 Jun 2025 Close Brothers Limited UpheldConsumer CreditDRN-5520352 The complaint Mr D complains that a van acquired under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance (“CBMF”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the backg... (4 pages)View decision
