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 381195 results
-
Decision Reference DRN-5734612
19 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5734612 The complaint Mrs S complains thatAviva Life & Pensions UK Limited (“Aviva”) has failed to administer her pension account in an efficient manner. What happened Mrs S held pension savings with Aviva. Last year Mrs S decided to encash her pension savings and take them in t... (3 pages)View decision -
Decision Reference DRN-5822218
19 Sep 2025 Evolution Lending Limited UpheldMortgagesDRN-5822218 The complaint Mr E and Miss S complain that Evolution Lending Limited gave them a secured second charge mortgage without properly checking it was affordable for them. What happened In August 2023, Mr E and Miss S took out a secured second charge loan with Evolution. The loan... (5 pages)View decision -
Decision Reference DRN-5659769
19 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5659769 The complaint Mr M complains about BMW Financial Services (GB) Limited, which I’ll call “BMW”. He says a car he took on hire purchase had a faulty indicator. What happened In March 2023 Mr M took a used car on hire purchase. It was nearly four years old with about 19,500 mil... (2 pages)View decision -
Decision Reference DRN-5345135
19 Sep 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5345135 The complaint Mr B complains that The Royal London Mutual Insurance Society Limited (“RL”) has refused to reinstate his Life and Critical Illness policy following him missing premium payments. What happened Mr B held a Life and Critical Illness policy with RL. RL attempted t... (3 pages)View decision -
Decision Reference DRN-5661379
19 Sep 2025 Experian Limited Not upheldConsumer CreditDRN-5661379 The complaint Ms G complains Experian Limited failed to send her a copy of her credit report when she requested it. What happened Ms G says since around August 2023 she has been attempting to obtain a copy of her credit report from Experian but was unable to do so. She also... (3 pages)View decision -
Decision Reference DRN-5705147
19 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5705147 The complaint Mr T complains that a car he took from Toyota Financial Services (UK) PLC (“TFS”) under a hire purchase agreement was not of satisfactory quality. What happened In November 2022 Mr T entered into a 42-month hire purchase agreement with TFS. The car had been fir... (2 pages)View decision -
Decision Reference DRN-5829214
19 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5829214 The complaint Mr E has complained that Admiral Insurance (Gibraltar) Limited quoted him a very high insurance premium for his van after he was involved in a non- fault accident. What happened I issued a provisional decision regarding this complaint earlier this month. In th... (5 pages)View decision -
Decision Reference DRN-5824336
19 Sep 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5824336 The complaint Mrs S complains about the outcome of a claim she made to Ikano Bank AB (publ) (“Ikano”) about a sofa purchase. What happened In April 2022, Mrs S took out a fixed sum loan agreement with Ikano to pay for sofas that she’d ordered with a supplier I’ll call ‘D’. T... (3 pages)View decision -
Decision Reference DRN-5828967
19 Sep 2025 MetLife Europe d.a.c. UpheldInsuranceDRN-5828967 The complaint Mr A is unhappy that MetLife Europe d.a.c has declined claims made under his personal accident policy (‘the policy’) for: • (Permanent) loss of use of a shoulder; and • Total and Permanent Disability (TPD). He’s also unhappy with the way in which the claims ... (6 pages)View decision -
Decision Reference DRN-5807532
19 Sep 2025 Wakam Not upheldInsuranceDRN-5807532 The complaint Mrs K has complained that Wakam returned a repaired phone to her that was still faulty, and has refused to pay for the cost of repairing it. Wakam is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the... (3 pages)View decision
