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 371485 results
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Decision Reference DRN-5242910
9 Jun 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5242910 The complaint Mr P complains that Phoenix Life Limited (“Phoenix”) unfairly removed the Guaranteed Annuity Rate (“GAR”) from his pension policy without his knowledge or consent. And that Phoenix continued to send misleading annual statements for over ten years indicating the... (5 pages)View decision -
Decision Reference DRN-5580194
9 Jun 2025 Santander UK Plc Not upheldMortgagesDRN-5580194 The complaint Miss L and Mr M’s complaint is that they believe Santander UK Plc acted unreasonably in stating it would withdraw its mortgage offer after Miss L and Mr M agreed to accept a cash incentive from their vendor in relation to repairs to be carried out to the proper... (2 pages)View decision -
Decision Reference DRN-5595199
9 Jun 2025 Lloyds Bank PLC UpheldMortgagesDRN-5595199 The complaint Mr M complains that Lloyds Bank PLC didn’t warn him in advance that he would need to go through a full remortgage on three Buy To Let mortgages before he could choose a new interest rate for them. Mr M said this cost him money and time, and left him worse off. ... (5 pages)View decision -
Decision Reference DRN-5185014
9 Jun 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5185014 The complaint Mr S settled his finance agreement early with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (AFS) and is unhappy with the amount of money they asked him to pay. When I refer to what Mr S or AFS have said or done, it should also ... (3 pages)View decision -
Decision Reference DRN-5343024
9 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5343024 The complaint Miss D complains HSBC UK Bank Plc (‘HSBC’), hasn’t reimbursed her following an authorised push payment (‘APP’) investment scam she fell victim to. She says HSBC should reimburse her for the money she lost. What happened As both parties are familiar with the ci... (7 pages)View decision -
Decision Reference DRN-5199168
9 Jun 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5199168 The complaint Mrs L complains about a car supplied to her using a hire agreement taken out with Hyundai Capital UK Limited trading as Hyundai Finance Contract Hire (“HFCH”). What happened In May 2022, Mrs L signed a hire agreement with HFCH to acquire a brand-new car for de... (4 pages)View decision -
Decision Reference DRN-5023403
9 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5023403 The complaint Mrs P has complained that Revolut Ltd won’t refund money she says she lost to a scam. What happened Mrs P says she saw an advertisement for an investment opportunity on a social networking platform and it piqued her interest. Mrs P was under the impression the... (9 pages)View decision -
Decision Reference DRN-5524783
9 Jun 2025 Nationwide Building Society Not upheldMortgagesDRN-5524783 The complaint Mr M and Miss W complain that Nationwide Building Society didn’t inform them of its loan to value requirement for new build properties when it gave them a mortgage decision in principle. What happened Mr M and Miss W are represented in this complaint by Miss W... (4 pages)View decision -
Decision Reference DRN-5609924
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5609924 The complaint Mr B complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr B said he received a message via social media from someone who I’ll refer to as the scammer. Mr B said the scammer brought up investing in cr... (4 pages)View decision -
Decision Reference DRN-5609859
9 Jun 2025 Wakam UpheldInsuranceDRN-5609859 The complaint Mr B has complained on behalf of his company about the company’s motor insurer Wakam, regarding the price it offered him when it disposed of his total loss vehicle. What happened A car belonging to Mr B’s company was stolen and recovered but found to be damag... (3 pages)View decision
