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 380824 results
-
Decision Reference DRN-5260019
1 Aug 2025 AXA Insurance UK Plc UpheldInsuranceThe complaint Mr H complains that AXA Insurance UK Plc declined his home insurance claim for a damaged ring. Mr H is the sole policyholder. He is represented in this complaint by his wife but for ease of reference I’ll just refer to Mr H. My references to AXA include its agents. What happe... (3 pages)View decision -
Decision Reference DRN-5725969
1 Aug 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5725969 The complaint Mrs F complains about a car supplied under a hire agreement, provided by Lex Autolease Ltd trading as Lex Autolease. What happened Around December 2021 Mrs F acquired a new car under a hire agreement with Lex. Mrs F paid an initial rental of £2,500 and was due... (6 pages)View decision -
Decision Reference DRN-5712663
1 Aug 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5712663 Complaint Mr W has complained about a personal loan that Barclays Bank UK Plc (“Barclays”) provided to him. He’s said that the loan was unaffordable and this created ongoing difficulty. Background Mr W has also complained about a credit card and an overdraft. However, we’v... (6 pages)View decision -
Decision Reference DRN-5729755
1 Aug 2025 KW Investment Management Limited Not upheldPensions and AnnuitiesDRN-5729755 The complaint The complaint against KW Investment Management Limited concerns fees. And some concerns have been raised as to whether advice given was suitable. What happened I issued a provisional decision on 14 July 2025. I set out what had led up to the complaint and what ... (7 pages)View decision -
Decision Reference DRN-5724767
1 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5724767 The complaint Ms W is complaining that Santander UK Plc didn’t do enough to prevent her from falling victim to an investment scam. The complaint is brought on her behalf by a professional representative but for ease I’ll mainly refer to Ms W. What happened Ms W says that in ... (3 pages)View decision -
Decision Reference DRN-5681969
1 Aug 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5681969 The complaint Ms M complains that Aviva Life & Pensions UK Ltd (“Aviva”) have unreasonably refused to provide her with a transfer value in relation to the pension she holds with them. What happened The facts here are well known to both parties and aren’t in dispute. As s... (3 pages)View decision -
Decision Reference DRN-5109869
1 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5109869 The complaint Mr W complains that Starling Bank Limited failed to reclaim a payment he made on his debit card. What happened In February 2024, Mr W made a payment of around £3,500 to a marketing company. I’ll refer to that company as “M”. M sells marketing courses and, wit... (4 pages)View decision -
Decision Reference DRN-5476866
1 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5476866 The complaint Mr N is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr N fell victim to a cruel investment scam. After meeting someone online who introduced him to a ... (4 pages)View decision -
Decision Reference DRN-5729587
1 Aug 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5729587 The complaint Mrs L complains about a car supplied under a hire purchase agreement, provided by Specialist Motor Finance Limited (‘SMF’) and how it was later repossessed. Mrs L has been represented throughout this complaint, but to keep things simple I will only refer to Mrs... (11 pages)View decision -
Decision Reference DRN-5707780
1 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5707780 The complaint Mr D complains about the manner in which Admiral Insurance (Gibraltar) Limited dealt with a claim on his motor insurance policy. Mr D told us he felt like he was being “scammed”. What happened Mr D insured his lease car with Admiral. In late September 2024 it w... (5 pages)View decision
