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 381082 results
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Decision Reference DRN-5793286
3 Sep 2025 AFH Independent Financial Services Limited Not upheldInvestmentsDRN-5793286 The complaint Mr D complains, through a representative, that AFH Independent Financial Services Limited (“AFH”) gave him unsuitable advice to invest £250,000 into an offshore bond. What happened Mr D had been a customer of AFH for a number of years. In August 2019, he met wi... (3 pages)View decision -
Decision Reference DRN-5746057
3 Sep 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5746057 The complaint Mr M complains that Volvo Car UK Limited (‘VCUK’) promised him monthly VAT statements and haven’t provided them. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key eve... (2 pages)View decision -
Decision Reference DRN-5776059
3 Sep 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5776059 The complaint Mr L is unhappy that AXA PPP Healthcare Limited declined a claim he made on his private medical insurance policy and applied an exclusion to it. What happened Mr L had private medical insurance through his employer. He changed this to a personal policy when he ... (3 pages)View decision -
Decision Reference DRN-5636305
3 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5636305 The complaint Mr B complains that he couldn’t pay his Nationwide Building Society credit card account using the app. What happened Mr B says that he was unable to pay his credit card using the app – this was an issue with Nationwide’s systems that affected some of its custo... (3 pages)View decision -
Decision Reference DRN-5178239
3 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5178239 The complaint Mr D complains about how Aviva Life & Pensions UK Limited have administered a reviewable whole of life (RWOL) policy he holds with them. He’s unhappy with the outcome of a policy review in 2020 and thinks they should have made him aware earlier about the le... (3 pages)View decision -
Decision Reference DRN-5586244
3 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5586244 The complaint Miss A complains that Santander UK Plc (‘Santander’) won’t refund the money she says was lost as the result of a scam. What happened Miss A engaged the services of a wedding planning company, that I’ll refer to as L. These are the payments that Miss A made. ... (4 pages)View decision -
Decision Reference DRN-5238821
3 Sep 2025 AEGON INVESTMENT SOLUTIONS LTD. Not upheldInvestmentsDRN-5238821 The complaint Ms W complains that AEGON INVESTMENT SOLUTIONS LTD (Aegon) provided an incorrect tax voucher, which she relied on for her tax return. She also complains about the level of customer service provided by Aegon in investigating and resolving this error. What happen... (4 pages)View decision -
Decision Reference DRN-5678932
3 Sep 2025 Bamboo Limited Not upheldConsumer CreditDRN-5678932 The complaint Miss C complains that Bamboo Limited trading as Bamboo Loans was irresponsible in its lending to her. She wants all interest and charges paid on her first loan refunded and all interest and charges removed from her second loan and an affordable repayment plan s... (4 pages)View decision -
Decision Reference DRN-5794479
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5794479 The complaint Mrs D complains that NewDay Ltd trading as BIP have irresponsibly lent to her. Mrs D is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs... (4 pages)View decision -
Decision Reference DRN-5565319
3 Sep 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5565319 The complaint Mr J complains about the issues he experienced in changing his Direct Debit (DD) date and about the support he received from Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn) when he was in financial hardship. When I refer to what Mr J and/or Moneybarn ... (6 pages)View decision
