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 128312 results
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Decision Reference DRN-5268269
17 Jan 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5268269 The complaint Mr H complains that Volvo shouldn’t have, on the grounds of affordability, lent to him, that the agreement was mis-sold to him and that the car supplied to him, under the agreement, was of unsatisfactory quality. What happened In January 2022 Mr H entered into... (5 pages)View decision -
Decision Reference DRN-5112174
17 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5112174 The complaint Mrs H complains that Aviva Life & Pensions UK Limited (Aviva) provided misleading information in a June 2015 letter about the bonuses applicable to her pension plan. She’d like Aviva to honour the extra bonus that letter referenced. What happened Mrs H had ... (4 pages)View decision -
Decision Reference DRN-5268437
17 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5268437 The complaint Miss B complains Monzo Bank Ltd took too long to refund her after she was the victim of fraud, causing her unnecessary distress and inconvenience. What happened I sent the parties a provisional decision in January 2024, in which I set out the following backgrou... (4 pages)View decision -
Decision Reference DRN-5236460
17 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5236460 The complaint Ms E complains that Domestic & General Insurance Plc (“D&G”) wouldn’t agree to refund premiums she’d paid for her appliance insurance policy following the replacement of her washing machine. What happened Ms E had an appliance insurance policy with D&am... (3 pages)View decision -
Decision Reference DRN-5262204
17 Jan 2025 Dentons Pension Management Limited UpheldPensions and AnnuitiesDRN-5262204 The complaint Mr G’s complaint concerns a loan made to a property company from his self-invested personal pension (SIPP), which was provided by Dentons Pension Management Limited (Dentons). He says Dentons should not have allowed the loan, as neither the accountant nor the comp... (28 pages)View decision -
Decision Reference DRN-5225126
17 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5225126 The complaint Mr A complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to him. What happened Mr A was provided with a Virgin Money credit card in October 2022. The credit limit was £2,400 and hasn’t been increased. Mr A said that Virgi... (4 pages)View decision -
Decision Reference DRN-5267925
17 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5267925 The complaint Mrs B complains Aviva Insurance Limited has provided an unfair settlement offer following a claim she’s made on her buildings insurance policy for damage to her conservatory. What happened The background to this complaint is well known to the parties so I’ve pr... (3 pages)View decision -
Decision Reference DRN-5244259
17 Jan 2025 QBE UK Limited UpheldInsuranceDRN-5244259 The complaint Mr J complains that QBE UK Limited has unfairly declined to repair damage to his car following a breakdown. He feels this should be covered under his motor warranty policy. What happened Mr J purchased a second-hand car from a local dealership in March 2022. He... (3 pages)View decision -
Decision Reference DRN-5228960
17 Jan 2025 Rathbones Investment Management Limited UpheldPensions and AnnuitiesDRN-5228960 The complaint Mrs D has complained that Rathbones Investment Management Limited (Rathbones) has charged her fees for financial planning services, but that she hasn’t received this service. Mrs D has also said that the communication she’s received from Rathbones has been uncl... (12 pages)View decision -
Decision Reference DRN-5213600
17 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5213600 The complaint Miss M complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss M 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 Miss M her... (5 pages)View decision