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 121115 results
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Decision Reference DRN-5336396
19 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5336396 The complaint Mr and Mrs A complain that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened I issued a pro... (24 pages)View decision -
Decision Reference DRN-5165678
19 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5165678 The complaint Ms U is complaining about the way Aviva has managed a claim she made on the buildings insurance policy that covered her apartment. What happened In October 2023 Ms U contacted Aviva – through her broker – to say there had been an escape of water in her apartmen... (4 pages)View decision -
Decision Reference DRN-5342172
19 Feb 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5342172 The complaint Mrs G complains about the quality of a van supplied to her under a conditional sale agreement with Moneybarn No. 1 Limited trading as Moneybarn (“Moneybarn”). What happened I sent Mrs G and Moneybarn my provisional findings on this complaint on 5 February 2025.... (6 pages)View decision -
Decision Reference DRN-5268666
19 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5268666 The complaint Ms J complains Santander UK Plc changed her student account to an Edge Graduate current account when it shouldn’t have. What happened Ms J complains Santander shouldn’t have transitioned her student account to a graduate account in July 2023 as she didn’t gradu... (3 pages)View decision -
Decision Reference DRN-5283827
19 Feb 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5283827 The complaint Mr A complains about the quality of a car supplied to him by MotoNovo Finance Limited (“MotoNovo”). What happened Mr A acquired a used car under a 61 month hire purchase agreement with MotoNovo in November 2023. The car was around seven years old and the cash p... (6 pages)View decision -
Decision Reference DRN-5340574
19 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5340574 The complaint Ms L complains that Bank of Scotland plc trading as Halifax charged interest incorrectly on her credit card account. What happened Ms L says, following a conversation with Halifax in May 2023 about clearing the purchase balance to ... (3 pages)View decision -
Decision Reference DRN-5341088
19 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5341088 The complaint Mr H complains that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined a claim he made on a motor insurance policy. While Mr H is the eligible complainant here, as the policyholder, his wife, Mrs H, is a named driver and has had correspondence wi... (4 pages)View decision -
Decision Reference DRN-5341568
19 Feb 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5341568 The complaint Mr P has complained that Scottish Equitable Plc, trading as Aegon, has declined to reverse the pension claim that he completed online which resulted in him taking an uncrystallised funds pension lump sum (UFPLS) instead of a stand alone lump sum (SALS) which wa... (6 pages)View decision -
Decision Reference DRN-4950661
19 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4950661 The complaint Mr T complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr T found a celebrity endorsement for an investment company on social media who turned out to be a scam. He had to pay into the ‘investment... (7 pages)View decision -
Decision Reference DRN-5041404
19 Feb 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5041404 The complaint Mr S complains Marsh Finance Limited (Marsh Finance) hasn’t done enough to put things right after supplying him with a faulty vehicle. What happened In October 2022, Mr S entered into a 48 month hire purchase agreement for a used vehicle. Its cash price was... (3 pages)View decision
