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-5566901
21 Aug 2025 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-5566901 The complaint Mr S complains that Hargreaves Lansdown Asset Management Limited (HL) caused delays in paying his tax-free cash sum from his Self-Invested Personal Pension (SIPP), which he wanted to reinvest, causing him investment losses and inconvenience. He wants compensati... (3 pages)View decision -
Decision Reference DRN-5770392
21 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5770392 The complaint Mr C complains about a new motorbike supplied under a hire purchase agreement, provided by BMW Financial Services(GB) Limited (‘BMWFS’). What happened Around April 2024 Mr C acquired a new motorbike under a hire purchase agreement with BMWFS. The motorbike is ... (5 pages)View decision -
Decision Reference DRN-5771099
21 Aug 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5771099 The complaint Mr H has complained that Highway Insurance Company Limited trading as LV= Highway unfairly decided Mr H was at fault for causing an accident under his motor policy. What happened Mr H was involved in an accident on 26 January 2024 with another driver. Mr H was... (6 pages)View decision -
Decision Reference DRN-5507728
21 Aug 2025 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5507728 The complaint Mr S complains that Scottish Friendly Assurance Society Limited (Scottish Friendly) caused delays in the setting up of his annuity resulting in his income being underpaid by around £2,463.78. He wants the arrears paid and compensation for the inconvenience. Wh... (4 pages)View decision -
Decision Reference DRN-5767880
21 Aug 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5767880 The complaint Mr S has complained about the quality of a car provided on finance by Tandem Motor Finance Limited. What happened Tandem supplied Mr S with a used car on a hire purchase agreement in October 2023. The cash price of the car was around £6,700 and it had covered ... (7 pages)View decision -
Decision Reference DRN-5759903
21 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5759903 The complaint Miss K complains about AXA Insurance UK Plc’s handling of a subsidence claim made under her landlord’s insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Miss K has a landlo... (10 pages)View decision -
Decision Reference DRN-5097606
21 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5097606 The complaint Miss P complains that Revolut Ltd hasn’t reimbursed the money she’s lost to scams. What happened Miss P has fallen victim to two separate scams. Scam 1 Miss P says she came across an online advertisement for an investment opportunity with a company I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5769832
21 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5769832 The complaint Mrs T complains that Aviva Insurance Limited (‘Aviva’) provided her with misleading documentation for her new private medical insurance policy. She says Aviva’s mistake led her to believe a condition was excluded, which later transpired to be incorrect. What ha... (3 pages)View decision -
Decision Reference DRN-5709822
21 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5709822 The complaint J has complained about the way Admiral Insurance (Gibraltar) Limited handled a claim under a car insurance policy taken out by a director, who I’ll refer to as Mr S. Mr S is representing J. What happened Mr S took out a policy to cover a vehicle leased by J. Th... (3 pages)View decision -
Decision Reference DRN-5716019
21 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5716019 The complaint Mr S complains that Clydesdale Bank Plc, trading as Virgin Money, closed his account without telling him. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll focus on my decision and the reasons... (2 pages)View decision
