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-5712893
24 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5712893 The complaint Miss S complained that Aviva Insurance Limited (“Aviva”) failed to deal with a third-party’s claim appropriately under her motor insurance policy which resulted in a county court Judgement (CCJ) recorded against her. What happened In May 2024 Miss S was involv... (4 pages)View decision -
Decision Reference DRN-5705789
24 Jul 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5705789 The complaint Miss H complains that Aviva Life & Pensions UK Limited (Aviva) took longer than it should to carry out an internal pension transfer. This led to a period of time when her funds weren’t invested, which she thinks may have led to a financial loss. What happen... (5 pages)View decision -
Decision Reference DRN-5617515
24 Jul 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5617515 The complaint Mr W complains Accelerant Insurance Europe SA/NV UK (“Accelerant”) declined a claim he made on his caravan insurance policy after the theft of his caravan. What happened Mr W has a touring caravan insurance policy for his caravan. It started in April 2024. In... (3 pages)View decision -
Decision Reference DRN-5712819
24 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5712819 The complaint Mr N and Mrs N’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (... (15 pages)View decision -
Decision Reference DRN-5687863
24 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5687863 The complaint Mr C complains about a claim settlement offer by Admiral Insurance (Gibraltar) Limited on his car insurance policy. What happened Mr C was involved in an accident in late-August 2024. He raised a claim with Admiral. Admiral assessed the claim, wrote off the car... (3 pages)View decision -
Decision Reference DRN-5433371
24 Jul 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5433371 The complaint Mr F complains that Westerby Trustee Services Limited (‘Westerby’) didn’t act fairly when accepting his application from Joseph Oliver – Mediacao de Seguros LDA (‘Joseph Oliver’) for a Self-Invested Personal Pension (‘SIPP’). Mr F transferred personal pension ... (41 pages)View decision -
Decision Reference DRN-5543235
24 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5543235 The complaint Mrs B complains that Revolut Ltd won’t refund a payment she made as a result of a scam. What happened In August 2024, Mrs B heard from a company that I’ll call T about an investment opportunity, after she registered her details online in response to an advert s... (5 pages)View decision -
Decision Reference DRN-5699799
24 Jul 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5699799 Complaint Mr T complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been accepted for it. ... (9 pages)View decision -
Decision Reference DRN-5628697
24 Jul 2025 Salary Finance Limited UpheldConsumer CreditDRN-5628697 The complaint Mr V complains that he was misadvised about being able to adjust the APR on a loan from Salary Finance Limited. What happened In April 2024 Mr V applied for a loan from Salary Finance. During the application process Mr V experienced an issue with the loan appli... (2 pages)View decision -
Decision Reference DRN-5392119
24 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5392119 The complaint Mr V complains that Revolut Ltd won’t refund money he lost when he was the victim of a crypto investment scam. Mr V is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refe... (10 pages)View decision
