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 364766 results
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Decision Reference DRN-5339661
28 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5339661 The complaint Mrs J complains that Revolut Ltd won’t refund the money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mrs J fell victim to a fake job scam after she wa... (10 pages)View decision -
Decision Reference DRN-5233946
28 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5233946 The complaint Ms H complains Nationwide Building Society didn’t do enough to help get a refund for a payment made on her debit card. What happened In November 2022, Ms H paid for a swimming event on her Nationwide debit card, for an event taking place in August 2023. After... (3 pages)View decision -
Decision Reference DRN-4929758
28 Feb 2025 Radiant Financial Planning Limited Not upheldInvestmentsDRN-4929758 The complaint Mr and Mrs A complain about the lack of advisory services from Radiant Financial Planning Limited (referred to as “Radiant”). In summary, they say they’re unhappy about being ‘orphaned’ by Radiant and its decision to no longer offer any advisory service to the... (5 pages)View decision -
Decision Reference DRN-5248657
28 Feb 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5248657 The complaint Mr M complains that First Central Underwriting Limited unfairly applied a voluntary excess when he made a claim on his motor insurance. What happened Mr M took out a First Central motor insurance policy via a price comparison website in September 2023. In June ... (3 pages)View decision -
Decision Reference DRN-5348590
28 Feb 2025 Aviva Protection UK Limited Not upheldInsuranceDRN-5348590 The complaint H, a limited company and Mrs A, as trustees of the A Trust, complain about the way that Aviva Protection UK Limited (formerly AIG Life Limited) handled a terminal illness claim made by Mr S on the A Trust’s life insurance policy. While Aviva Protection UK Limit... (6 pages)View decision -
Decision Reference DRN-4904882
28 Feb 2025 Santander UK Plc Not upheldInvestmentsDRN-4904882 The complaint Mr S has complained about the service he received from Santander UK Plc (‘Santander’). He says didn’t receive communication as he should have done, he’s not happy with the annual reviews in 2021 to 2023 and has concerns about the risk of the investments held in... (11 pages)View decision -
Decision Reference DRN-4915372
28 Feb 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4915372 The complaint Mr C complains that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) didn’t notify him of his options to exit a hire purchase agreement he held with them in relation to a van he acquired. Mr C said Oodle incorrectly terminated the agreeme... (4 pages)View decision -
Decision Reference DRN-5173729
28 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5173729 The complaint Miss P complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In June 2023 Miss P entered into a 25-... (4 pages)View decision -
Decision Reference DRN-4911524
28 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-4911524 The complaint Mr and Mrs K have complained that Aviva Insurance Limited declined a claim they made under their home insurance policy for their septic tank. Reference to Mr and Mrs K includes their representative. What happened The circumstances aren’t in dispute, so I’ll s... (3 pages)View decision -
Decision Reference DRN-5025298
28 Feb 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5025298 The complaint Ms C complains that the car she acquired through MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality. She wants MFL to fairly and reasonably settle her complaint and cover the costs that she’s incurred. What happened Ms C entered into a hire purchas... (4 pages)View decision
