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 124111 results
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Decision Reference DRN-5767187
27 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5767187 The complaint Mr O complains about Aviva Insurance Limited’s handling of a subsidence claim made under his building insurance policy. Any reference to Aviva includes the actions of its agents. What happened Mr O holds a building insurance policy with Aviva. In November 202... (8 pages)View decision -
Decision Reference DRN-5769914
27 Aug 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5769914 The complaint Mrs M complains that Halifax Share Dealing Limited, trading as Lloyds Bank Direct Investments (“Lloyds”), wouldn’t sell one of her shareholdings. She says she wants the shares sold and the proceeds credited to her account. What happened Mrs M has an execution... (5 pages)View decision -
Decision Reference DRN-5766785
27 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5766785 The complaint Mr D complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. Mr D has referred the complaint to us via a third-party representative. For ease, in the main I’ll refer to Mr D. What happened Both parties are familiar wit... (5 pages)View decision -
Decision Reference DRN-5778924
27 Aug 2025 PK Financial Planning LLP UpheldInvestmentsDRN-5778924 The complaint Mrs B and Mrs M as trustees of the E Trust have complained about the service they received from PK Financial Planning LLP, trading as PK Group (‘PK’). They say they paid more tax than they would otherwise have done if they had been appropriately advised and the... (8 pages)View decision -
Decision Reference DRN-5778333
27 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5778333 The complaint Mrs C is unhappy that a car supplied to her under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (VWFS) was of an unsatisfactory quality. When I refer to what Mrs C or VWFS have said or done, it shou... (5 pages)View decision -
Decision Reference DRN-5692463
27 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5692463 The complaint C complains Santander UK Plc hasn’t reimbursed it after it fell victim to an investment scam. What happened In May 2020, C invested £50,000 in a company I’ll call ‘B’ who said it had developed an algorithm to successfully trade in forex and some other investmen... (4 pages)View decision -
Decision Reference DRN-5772310
27 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5772310 The complaint Ms S complains about the repairs AXA Insurance UK Plc (AXA) have carried out on her vehicle following a claim she made under her motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised ... (5 pages)View decision -
Decision Reference DRN-5409850
27 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5409850 The complaint Mr C complains Lloyds Bank PLC (“Lloyds”) didn’t carry out proper affordability checks when providing him with an overdraft. What happened Mr C initially had two overdrafts with Lloyds, but in 2020 Mr C reached out to explain he had lost his job and had a gambl... (3 pages)View decision -
Decision Reference DRN-5778065
27 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5778065 The complaint Mr P complains Nationwide Building Society lent to him irresponsibly when they approved his application for an overdraft and subsequent limit increases. He also says they failed to properly monitor his use of the overdraft. What happened Mr P complains about N... (4 pages)View decision -
Decision Reference DRN-5273570
27 Aug 2025 Ikano Bank AB (publ) UpheldConsumer CreditDRN-5273570 The complaint Mrs C complains about the sale of a finance product by Ikano Bank AB (publ). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum formal... (4 pages)View decision
