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 119923 results
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Decision Reference DRN-5177377
20 Mar 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5177377 The complaint Mr D complains that Novia Financial Plc (“Novia”) failed to carry out sufficient due diligence when it allowed him to transfer his existing pensions to a Self-Invested Personal Pension (“SIPP”) and invest in several non-standard investm... (16 pages)View decision -
Decision Reference DRN-5413865
20 Mar 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5413865 The complaint Mr W complains Volkswagen Financial Services (UK) Limited trading as Seat Financial (VWFS) unfairly terminated his car finance agreement. He also complains they didn’t support him during his time of financial difficulty What happened In May 2021, Mr W entered i... (5 pages)View decision -
Decision Reference DRN-5350986
20 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5350986 The complaint Miss A and Mr D complain about delays and other aspects of Liverpool Victoria Insurance Company Limited’s (‘LV’) handling of a claim they made on their car insurance policy. What happened Both parties will be familiar with the background to this complaint, so ... (5 pages)View decision -
Decision Reference DRN-5412056
20 Mar 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5412056 The complaint Miss M is unhappy that a car supplied to her under a hire purchase agreement with Marsh Finance Limited was of an unsatisfactory quality. What happened On 28 August 2023, Miss M was supplied with a used car through a hire purchase agreement with Marsh. She pai... (6 pages)View decision -
Decision Reference DRN-5021330
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5021330 The complaint Mrs G complains that Revolut Ltd won’t refund money she lost when she fell victim to a scam. What happened Mrs G fell victim to a fake job scam after she replied to an advert about a job opportunity on social media. She was contacted on a messaging app and tol... (7 pages)View decision -
Decision Reference DRN-5402054
20 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5402054 The complaint Mr and Mrs A complain that Liverpool Victoria Insurance Company Limited (LV) turned down a curtailment claim they made on a travel insurance policy. Mr and Mrs A’s representative made this complaint on their behalf. But for ease of reading, I’ve mainly referred... (4 pages)View decision -
Decision Reference DRN-5261452
20 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5261452 The complaint Ms P complains about the way that Topaz Finance Limited trading as Hyalite Mortgages (Hyalite) is handling arrears on a mortgage which she took out alongside her ex-partner, which she believed she was no longer a party to following their divorce. She is also un... (7 pages)View decision -
Decision Reference DRN-5257765
20 Mar 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5257765 The complaint Mr A complains about how First Central Insurance Management Limited trading as First Central (“First Central”) handled a claim under his car insurance policy. What happened Mr A had a car insurance policy with First Central. On 12 December 2023 Mr A was involve... (4 pages)View decision -
Decision Reference DRN-5369642
20 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5369642 The complaint Mr L’s complaint is that Bank of Scotland plc trading as Halifax acted irresponsibly when it offered him a credit card and increased his borrowing limit on the card. To put things right, Mr L would like Halifax to refund interest and charges applied to the acco... (3 pages)View decision -
Decision Reference DRN-5413019
20 Mar 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5413019 The complaint Mrs B is a sole trader. She complains that Zempler Bank Limited (trading as Cashplus) behaved unreasonably as it didn’t undertake affordability checks when she applied for a business credit card. What happened Mrs B told us: In February 2022 she applied for... (5 pages)View decision
