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 122183 results
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Decision Reference DRN-5187292
22 May 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5187292 The complaint Mr L complains that Aviva Life & Pensions UK Limited had provided incorrect and incomplete information to him about his pension on a number of occasions. Mr L says that this has meant he hasn’t been able to make informed decisions about his pension. What ha... (7 pages)View decision -
Decision Reference DRN-5387256
22 May 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5387256 The complaint Mr S complains that the car he acquired financed through a hire purchase agreement with Stellantis Financial Services UK Limited (“Stellantis”) wasn’t of satisfactory quality. What happened Mr S acquired a car financed through a hire purchase with Stellantis he ... (3 pages)View decision -
Decision Reference DRN-5577868
22 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5577868 The complaint Miss G is unhappy that Santander UK Plc (‘Santander’) has decided not to refund the money she believes she lost to an authorised push payment (‘APP’) scam. What happened The background to this complaint is well known to both parties. So, I won’t repeat everyt... (5 pages)View decision -
Decision Reference DRN-4939011
22 May 2025 Motability Operations Limited UpheldConsumer CreditDRN-4939011 The complaint Mrs R complains about the quality of a new electric car acquired through a hire agreement (HA) with Motability Operations Limited (MO). Mrs R’s unhappy about the time taken for the fault to be fixed and about the additional costs incurred from being provided a ... (5 pages)View decision -
Decision Reference DRN-5099780
22 May 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5099780 The complaint Mr C complains about the actions of Vanquis Bank Limited following unauthorised payments on his credit card. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events... (2 pages)View decision -
Decision Reference DRN-5574316
22 May 2025 Vitality Health Limited UpheldInsuranceDRN-5574316 The complaint Mrs O is unhappy that Vitality Health Limited (Vitality) declined her private medical insurance claim and applied a retrospective exclusion. Mrs O is being represented by her husband, Mr O, on this complaint. What happened Mrs O took out a private medical insur... (6 pages)View decision -
Decision Reference DRN-5423501
22 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5423501 The complaint Mr H complains about the way Lloyds Bank Plc handled a claim he made in respect of a transaction made with his credit card. What happened In March 2024, Mr H made a purchase using his Lloyds credit card account. The purchase cost £52.99 and was intended as a g... (4 pages)View decision -
Decision Reference DRN-5577633
22 May 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5577633 The complaint Mr C complained that Haven Insurance Company Limited declined his claim under his motor insurance policy. What happened Mr C’s car was stolen and he claimed under his policy. Haven declined his claim because they said he hadn’t disclosed his second occupation ... (4 pages)View decision -
Decision Reference DRN-5541583
22 May 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5541583 The complaint Mrs H complains that Tesco Personal Finance PLC trading as Tesco irresponsibly lent to her. What happened The circumstances of the complaint are familiar to both sides, so I don’t intend to set it all out in detail here. Instead, I’ll provide a summary. Mrs H... (5 pages)View decision -
Decision Reference DRN-5575019
22 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5575019 The complaint Mr C complains that Revolut Ltd won’t refund money he lost to a scam. Mr C is represented by C. For ease, I’ve referred to comments made by C as though they were made by Mr C. What happened Mr C complains that he made the following card payments as a result of ... (8 pages)View decision
