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 4790 results
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Decision Reference DRN-3770390
24 Oct 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3770390 The complaint Mr K complained to Volkswagen Financial Services (UK) Limited (“VWFS”) that it didn’t treat him fairly when it terminated his hire purchase agreement. What happened VWFS entered into a hire purchase agreement with Mr K in March 2020. The total amount owing under t... (8 pages)View decision -
Decision Reference DRN-4546262
7 Feb 2024 Evelyn Partners Financial Planning Limited UpheldInvestmentsDRN-4546262 The complaint Mr F complained that an offer of £500 compensation from Evelyn Partners Financial Planning Limited (‘EP’) was inadequate to reflect delays it was responsible for during the process of transferring various investments to another financial services business (whom I’... (8 pages)View decision -
Decision Reference DRN-5401399
3 Apr 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5401399 The complaint Miss U has complained about the quality of a car provided on finance by MotoNovo Finance Limited (MotoNovo). What happened MotoNovo supplied Miss U with a used car on a hire purchase agreement in June 2022. The cash price of the car was around £7,000 and it ha... (8 pages)View decision -
Decision Reference DRN-5033342
20 Sep 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5033342 The complaint Mr H1 and his son Mr H2 complain about the delays caused by Aviva Life & Pensions UK Limited in assigning and withdrawing two bonds between June 2022 and November 2022. To put things right, they’d like compensation for the loss of value of the bonds caused... (8 pages)View decision -
Decision Reference DRN-5859863
21 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5859863 The complaint Mr R complains about the poor service he says he’s received from Aviva Life & Pensions UK Limited (Aviva) while he’s been trying to access his pension plan benefits. He says Aviva didn’t provide the transfer discharge forms he requested within a timely mann... (7 pages)View decision -
Decision Reference DRN-4219751
30 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4219751 The complaint Mr C has complained about how Aviva Insurance Limited dealt with his motor insurance claim. What happened As the background to this complaint is well known to both parties, this is intended as a summary of what has happened. On 14 September 2021, Mr C was involved... (7 pages)View decision -
Decision Reference DRN9215396
10 May 2016 Barclays Bank Plc Not upheldBanking and creditMr and Mrs B complain that Barclays Bank Plc has failed to treat them fairly in relation to the terms and conditions applied to their mortgage account and the related mortgage current account (MCA). Mrs B has dealt with the complaint throughoutbackgroundIn 2006 Mr and ... (9 pages)View decision -
Decision Reference DRN0112223
10 Nov 2020 Santander Consumer (UK) Plc UpheldBanking and creditMr P is unhappy with a finance agreement he had with Santander Consumer (UK) Plc trading as Volvo Car Credit, used to acquire a car. He says he thought the agreement was a personal contract purchase (PCP). But when he tried to voluntarily terminate (VT) the agreement he was told he couldn’... (7 pages)View decision -
Decision Reference DRN-5111923
14 Feb 2025 Northern Trust Global Services SE Not upheldInvestmentsDRN-5111923 The complaint Mr M complains that Northern Trust Global Services SE failed to meet its responsibilities as depositary of the Woodford Equity Income Fund (WEIF). What happened Mr M invested just over £148,480 in the WEIF in January 2017 via his SIPP and sold £10,000 later on.... (9 pages)View decision -
Decision Reference DRN-5635350
18 Jul 2025 HSBC UK Bank Plc Not upheldInvestmentsDRN-5635350 The complaint Mr and Mrs P, as trustees and settlors of the AF Trust, have complained about the advice they received from HSBC UK Bank Plc (‘HSBC’) to take out a flexible trust. They say it wasn’t suitable, they weren’t made aware of the implications, and errors were made wh... (8 pages)View decision