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
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Decision Reference DRN-5719712
29 Jul 2025 Mercer Limited UpheldPensions and AnnuitiesDRN-5719712 The complaint Mr W has complained that Mercer Limited advised him to make contributions to his pension plan which breached his Money Purchase Annual Allowance (MPAA). This has resulted in tax charges and interest becoming payable. What happened Mr W held a Group Personal Pen... (9 pages)View decision -
Decision Reference DRN-5614346
29 Jul 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5614346 The complaint Ms K complains that Aioi Nissay Dowa Insurance UK Limited trading as Toyota Motor Insurance (ANDI) charged her incorrect amounts after amending her policy and cancelling it. What happened Ms K took out a policy with ANDI in 2023. In June 2024 the policy auto-re... (4 pages)View decision -
Decision Reference DRN-5721270
29 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5721270 The complaint Ms H complained because Royal & Sun Alliance Insurance Limited (“RSA”) declined her buildings insurance claim. What happened Ms H made a claim for a damaged cupboard unit. It had been fixed to the wall and it came crashing down on to the tiled floor. She t... (3 pages)View decision -
Decision Reference DRN-5721137
29 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5721137 The complaint Miss B complains that CA Auto Finance UK Ltd (CA Auto) supplied her with a used car under a personal contract purchase (PCP) agreement that was of unsatisfactory quality and had parts that weren’t made by the original manufacturer. What happened Miss B took ou... (7 pages)View decision -
Decision Reference DRN-5721119
29 Jul 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5721119 The complaint Miss B complains about a car supplied to her using a hire purchase agreement taken out with Tandem Motor Finance Limited (“TMFL”). What happened Miss B referred a complaint to us along with her representative. As the complainant is Miss B, for ease, I have add... (5 pages)View decision -
Decision Reference DRN-5719083
29 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5719083 The complaint Mr M complains that Barclays Bank UK plc trading as Tesco Bank (‘Tesco’) didn’t remove his mobile number from his contact information as requested, which led to Mr M being worried about a potential security breach on his credit card account. Mr M wants Tesco t... (3 pages)View decision -
Decision Reference DRN-5513441
29 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5513441 The complaint Mr G is unhappy that a car supplied to him under a personal contract purchase agreement with CA Auto Finance Ltd (‘CAF’) was of an unsatisfactory quality. What happened On 15 May 2024, Mr G was supplied with a used car through a personal contract purchase agre... (4 pages)View decision -
Decision Reference DRN-5708936
29 Jul 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5708936 The complaint Mr K is unhappy that Assurant General Insurance Limited has refused to consider the repair of his phone under a parts warranty and says he must make a new claim on the policy. Any reference to Assurant also relates to its agents. What happened Mr K has a mobi... (3 pages)View decision -
Decision Reference DRN-5720593
28 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5720593 The complaint Mrs C has complained about the poor standard of work carried out by Aviva’s contractors and the cash settlement offered by Aviva following a claim she made under her home insurance policy. Mrs C has been represented by her husband throughout this complaint. Fo... (4 pages)View decision -
Decision Reference DRN-5720463
28 Jul 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5720463 The complaint Mr T complains about a car supplied under a hire purchase agreement, provided by Toyota Financial Services (UK) PLC. What happened Around March 2024 Mr T acquired a used car under a hire purchase agreement with Toyota. The car is listed with a cash price of £3... (7 pages)View decision
