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 392389 results
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Decision Reference DRN-5760276
5 Dec 2025 CHARTWELL FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5760276 The complaint Mr B complains that Chartwell Financial Services Ltd trading as Chartwell Wealth Management (‘Chartwell’) provided him with negligent advice and as a result he has incurred a financial loss. Mr B has been represented by a third party in making his complaint, h... (8 pages)View decision -
Decision Reference DRN-4875180
5 Dec 2025 Scottish Widows Limited UpheldInsuranceDRN-4875180 The complaint The trustees (Mr and Mrs L) of the Trust are unhappy, in summary, as they don’t think Scottish Widows Limited (‘Scottish Widows’) has correctly administered the reviewable Whole of Life policy – a Flexible for Life Plan – held with it. Although Mrs L has large... (7 pages)View decision -
Decision Reference DRN-5999984
5 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5999984 The complaint Mr M complains about how U K Insurance Limited trading as NIG handled a claim for a stolen bike. Reference to NIG includes its agents and representatives. What happened Mr M held cover for an electric bike under his home insurance policy. Unfortunately, the b... (3 pages)View decision -
Decision Reference DRN-5937536
5 Dec 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5937536 The complaint Mr J says Aviva Life & Pensions UK Limited (‘Aviva’) mismanaged his personal pension between 2021 and 2025 (especially during 2022 and 2023), because it failed to monitor the performance of the pension’s underlying investments, failed to alert him to underp... (4 pages)View decision -
Decision Reference DRN-5995428
5 Dec 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5995428 The complaint Miss W says Blue Motor Finance Ltd (‘Blue Motor’) irresponsibly lent to her. She says it didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement to purchase a car. She says that if it had made better checks, it w... (5 pages)View decision -
Decision Reference DRN-5782993
5 Dec 2025 AWP Assistance UK Ltd UpheldInsuranceDRN-5782993 The complaint Mr T and Mrs T complain AWP Assistance UK Ltd (AWP) mis-sold them travel insurance policies. This complaint has been brought by both Mr T and Mrs T, but as Mrs T has been leading in this complaint, and for ease, I’ve referred to her throughout. What happened Th... (3 pages)View decision -
Decision Reference DRN-5806942
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5806942 The complaint Mr and Mrs D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the CCA and (2) being party to an unfair credit relationship with them under Section 1... (14 pages)View decision -
Decision Reference DRN-5857551
5 Dec 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5857551 The complaint Miss S complains STARTLINE MOTOR FINANCE LIMITED (“Startline”) didn’t carry out sufficient affordability checks before it lent to her. What happened In September 2024, Startline provided Miss S with a hire purchase agreement for a used car. The vehicle had a c... (5 pages)View decision -
Decision Reference DRN-5872098
5 Dec 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5872098 The complaint Mr Y complains that Aviva Life & Pensions UK Limited (“Aviva”) showed information on his online portal that was misleading. As a result, Mr Y says that the purchase of some equities in his pension account was delayed. What happened Mr Y holds pension saving... (3 pages)View decision -
Decision Reference DRN-5565913
5 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5565913 The complaint Mrs Z is complaining that Revolut Ltd hasn’t refunded payments that were made when she fell victim to a scam. What happened The circumstances of the complaint are known to both parties so I’ll only summarise the main points here. On 2 January 2025 Mrs Z receiv... (4 pages)View decision