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 4569 results
-
Decision Reference DRN-5721366
17 Oct 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5721366 The complaint Mrs R complains about the hire purchase agreement she signed up to for the supply of a car from CA AUTO FINANCE UK LTD (“CA”). What happened Mrs R has been represented in bringing her complaint to our service by her husband, but I will always refer to Mrs R her... (4 pages)View decision -
Decision Reference DRN2162730
28 Apr 2020 Phoenix Wealth Services Limited Not upheldInvestment and pensionsComplaintMr W and Ms B have complained about the decision by Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA), to withdraw an important aspect of the Family SunTrust that they had set up.BackgroundThe Family SunTrust Scheme was a self-investe... (7 pages)View decision -
Decision Reference DRN-4543710
1 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4543710 The complaint Mr G has complained about the way Admiral Insurance (Gibraltar) Limited dealt with his claim for repairs under his car insurance policy. What happened In June 2022 Mr G was involved in a car incident involving another vehicle that left the scene. Mr G wasn’t able ... (4 pages)View decision -
Decision Reference DRN-5359688
27 Feb 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5359688 The complaint Mr S has complained about the quality of a car provided on finance by Stellantis Financial Services UK Limited (Stellantis). What happened Stellantis supplied Mr S with a used car on a hire purchase agreement in March 2022. The cash price of the car was £23,00... (4 pages)View decision -
Decision Reference DRN-4488829
23 Feb 2024 Equifax Limited UpheldConsumer CreditDRN-4488829 The complaint Ms M complains that EQUIFAX LIMITED (Equifax) failed to amend incorrect information on her credit file within a reasonable timeframe. What happened Ms M signed up to a free trial with Equifax to check her credit score in April 2022. She found two things that were ... (4 pages)View decision -
Decision Reference DRN-2788296
4 May 2021 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-2788296 The complaint Mr T complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) failed to process an instruction to transfer his pension savings to another provider in a timely manner. As a result he says that the value of his pension savings fell and so he has suffered... (5 pages)View decision -
Decision Reference DRN7950655
29 Mar 2016 esure Insurance Limited UpheldInsurance (excluding PPI)Mr A complains that esure Insurance Limited settled a third party’s claim against his motor insurance policy.backgroundIn January 2015, a third party made a claim against Mr A’s policy. The third party said that Mr A had damaged her car. She had a statement from ... (4 pages)View decision -
Decision Reference DRN-4285348
6 Mar 2024 Cofunds Limited Not upheldInvestmentsDRN-4285348 The complaint Mr G has complained that Cofunds Limited, trading as Aegon (‘Cofunds’), delayed the transfer of his ISA account to another platform. What happened In November 2022 Mr G requested the transfer of his ISA account from Cofunds to another platform provider. Upon compl... (6 pages)View decision -
Decision Reference DRN0564413
11 Jul 2013 Santander UK Plc UpheldBanking and creditDEF Ltd (not the company’s real name) has said Santander UK Plc is wrong to hold it responsible for a number of transactions which occurred on its account. backgroundOur adjudicator agreed. She did not think DEF Ltd had either authorised the transactions or been grossly negligent with its... (1 page)View decision -
Decision Reference DRN-5423670
26 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5423670 The complaint Mr L has complained about the amount Aviva Insurance Limited has offered in settlement of his claim under his car insurance policy. And about the way it has handled the claim. What happened Mr L’s car was damaged in an accident, and he made a claim under his p... (6 pages)View decision
