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 123872 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-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-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 -
Decision Reference DRN-5682269
1 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5682269 The complaint Mr J complains about the way in which NewDay Ltd trading as Aqua handled his disputed transaction claim. He’s also unhappy with the service he received when he tried to contact NewDay. What happened On 10 December 2024 Mr J raised a disputed transaction claim f... (3 pages)View decision -
Decision Reference DRN-5728329
1 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5728329 The complaint Mr D has complained about the supply of a vehicle under a personal contract purchase (“PCP”) agreement with CA Auto Finance UK Ltd (“CAAF”). What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in d... (3 pages)View decision -
Decision Reference DRN-5729315
1 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5729315 The complaint Mr J and Mr D, as the directors of a limited company Y, complain that Barclays Bank UK PLC (“Barclays”) won’t refund money that Y lost to an investment scam. What happened In May 2021, following an introduction by a financial advisor they’d known for many year... (11 pages)View decision -
Decision Reference DRN-5729357
1 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5729357 The complaint Mrs C complains that Santander UK Plc (Santander) told her they don’t routinely receive £5 notes as part of their cash deliveries, and consequently she isn’t always able to obtain them when withdrawing cash in her local branch. What happened Mrs C says she lik... (2 pages)View decision -
Decision Reference DRN-5427571
1 Aug 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5427571 The complaint Ms T complains that Wise Payments Limited won’t refund the money she lost when she was the victim of a scam. What happened In November 2023, Ms T received a text message about a potential job for her. She replied that she was interested and was told the job in... (4 pages)View decision
