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-5833407
21 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5833407 The complaint Mr S complains that AXA Insurance UK Plc (AXA) unfairly increased the cost of a motor insurance premium during the sales process. What happened Mr S was seeking to purchase a motor insurance policy. He used a price comparison site and obtained quotes for the re... (2 pages)View decision -
Decision Reference DRN-5879839
21 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5879839 The complaint Mr G1 and Mr G2 complain about AXA Insurance UK Plc’s handling of their home insurance claim. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable for the action... (4 pages)View decision -
Decision Reference DRN-5970007
21 Nov 2025 VANGUARD ASSET MANAGEMENT, LTD. Not upheldInvestmentsDRN-5970007 The complaint Mr T complains that Vanguard Asset Management Limited (‘Vanguard’) delayed transferring his investment ISA to a new provider. Mr T would now like Vanguard to increase the compensation that they’ve offered him. What happened On 8 January 2025, Mr T requested a ... (3 pages)View decision -
Decision Reference DRN-5808617
21 Nov 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5808617 The complaint Mrs W complains Lloyds Bank PLC allowed a fraudster to change details on her account and downgrade it. She also complains and that she had to contact Lloyds Bank PLC multiple times before the matter was resolved. What happened Mrs W has an account with Lloyds B... (2 pages)View decision -
Decision Reference DRN-5537738
21 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5537738 The complaint Ms K complains that Revolut Ltd won’t refund money she lost when she was a victim of an impersonation scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. On 24 January 2025, Ms K rec... (5 pages)View decision -
Decision Reference DRN-5835400
21 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5835400 The complaint Mr M complains about being charged an excess by AXA Insurance UK Plc following a claim. What happened Mr M holds a commercial vehicle policy with AXA. In early-March 2024, Mr M was involved in an accident. He raised a claim with AXA. The claim was accepted, and... (2 pages)View decision -
Decision Reference DRN-5969540
21 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5969540 The complaint Mr D is unhappy that National Westminster Bank Public Limited Company (“NatWest”) refused to agree a reduced payment plan with him and instead defaulted his personal loan. What happened Mr D had a personal loan with NatWest on which he was contractually require... (3 pages)View decision -
Decision Reference DRN-5736271
21 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5736271 The complaint Mr E complains that Revolut Ltd hasn’t refunded payments he made in relation to a job scam. What happened After coming across a job advertisement on social media, Mr E liaised with individuals who now appear to have been scammers. Mr E believed he needed to mak... (2 pages)View decision -
Decision Reference DRN-5955336
21 Nov 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5955336 The complaint Mr K complains about charges Mercedes-Benz Financial Services UK Limited (MBFS) asked him to pay when he returned a car he had been leasing through a finance agreement with them. He also says they were wrong not to inspect the car when they collected it. What h... (3 pages)View decision -
Decision Reference DRN-5837380
21 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5837380 The complaint Mr C has complained about Aviva Insurance Limited’s handling of a claim he made under his HomeServe home emergency policy. References to Aviva include its authorised agents. What happened The details of what happened are well known to both parties. I will summa... (2 pages)View decision