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 120936 results
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Decision Reference DRN-5570241
20 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5570241 The complaint Mr O complains about how Aviva Insurance Limited handled a claim under his motor insurance policy. What happened Mr O had an Aviva motor insurance policy. In February 2024, he was involved in a road accident. His car was badly damaged so he made a claim on his ... (4 pages)View decision -
Decision Reference DRN-5555919
20 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5555919 The complaint A charity, which I will refer to as K, complains about the handling and settlement of its commercial property insurance claim by Aviva Insurance Limited. What happened The background to the complaint is well known by both parties. So, the following is intended ... (8 pages)View decision -
Decision Reference DRN-5243995
20 May 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5243995 The complaint Mr M complains about the quality of a new car he acquired through a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (‘Mobilize’). Mr M says that after the first few months he noticed the car had a lot of faults... (5 pages)View decision -
Decision Reference DRN-5372368
20 May 2025 Santander UK Plc UpheldMortgagesDRN-5372368 The complaint Mr and Mrs C complain that Santander UK Plc unfairly declined their application to port or transfer their mortgage to a new property, despite initially being told porting was possible. As a result, they will have to incur an early repayment charge (ERC). What h... (3 pages)View decision -
Decision Reference DRN-5393647
20 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5393647 The complaint Mr N complains that Nationwide Building Society placed blocks on his subscription payment s, and he has had to make the payment manually each month. He is concerned about the implications for his other regular payments. What happened Mr N said he has informed ... (3 pages)View decision -
Decision Reference DRN-5568494
20 May 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5568494 The complaint Mr F complains that Watford Insurance Company Europe Limited declined a claim on his motor insurance policy. What happened Mr F made a claim on his policy after his car was stolen. Watford said the claim wasn’t covered because the car had been unsecure, as he h... (2 pages)View decision -
Decision Reference DRN-5415964
20 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5415964 The complaint Miss R complains that Santander UK Plc (‘Santander’) won’t refund the money she lost after falling victim to a scam. What happened In 2022, Miss R was made aware of an investment opportunity with a company, who I’ll refer to as R. R later changed their company... (6 pages)View decision -
Decision Reference DRN-5568403
19 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5568403 The complaint Ms B has complained that Aviva Insurance Limited hasn’t fully settled a claim she made on a private medical insurance policy. What happened Ms B rang Aviva in May 2024 to seek approval for a biopsy. She received authorisation for an initial consultation, the b... (2 pages)View decision -
Decision Reference DRN-5570609
19 May 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5570609 The complaint Mr B has complained about the quality of a car provided on finance by Zopa Bank Limited. What happened Zopa supplied Mr B with a used car on a hire purchase agreement in October 2022. The cash price of the car was around £3,000 and it had covered around 88,400... (8 pages)View decision -
Decision Reference DRN-5469718
19 May 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5469718 The complaint Ms G is unhappy that a car supplied to her under a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (‘Moneyway’) was of an unsatisfactory quality. What happened In March 2022, Ms G was supplied with a used car through a hire purchase agre... (4 pages)View decision
