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 400694 results
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Decision Reference DRN-6249120
2 Apr 2026 Rothesay Life Plc UpheldPensions and AnnuitiesDRN-6249120 The complaint Mr T complains that Rothesay Life Plc trading as Rothesay has failed to provide him with an individual policy document following the transfer of some pension benefits from his occupational pension scheme (“OPS”). And Mr T further complains that Rothesay has pro... (3 pages)View decision -
Decision Reference DRN-6111079
2 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6111079 The complaint and background Ms A, via a representative, complains that Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to an investment scam, resulting in the loss of over £13,000. Our investigator didn’t uphold this complaint. Although he found... (2 pages)View decision -
Decision Reference DRN-6266728
2 Apr 2026 Landmark Mortgages Limited Not upheldMortgagesDRN-6266728 The complaint Mrs B is unhappy that Landmark Mortgages Limited proceeded with enforcing a possession order that was originally granted in 2019. She says this decision was unfair and that Landmark have only now enforced it because the order was nearing expiry. Mrs B believes ... (5 pages)View decision -
Decision Reference DRN-6139441
2 Apr 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6139441 The complaint Mr H complains about being overcharged interest on a hire purchase agreement taken out with Volkswagen Financial Services (UK) Limited (“VWFS”). What happened In September 2023, Mr H acquired a used car using a hire purchase agreement with VWFS. The agreement ... (3 pages)View decision -
Decision Reference DRN-5973807
2 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5973807 The complaint Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance, provided Mr C with a £5,000 loan in April 2024. It had a 36-month term, and the monthly repayments were £203.07. Mr C says the loan was provided irresponsibly. What happened The details of this ... (2 pages)View decision -
Decision Reference DRN-6212636
2 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6212636 The complaint X complains that HSBC UK Bank Plc (‘HSBC’) won’t refund her the money she lost after falling victim to a scam. What happened In 2023 X was introduced to an investment (I will refer to as V in this decision) by her partner – whose former work colleague (J) was ... (6 pages)View decision -
Decision Reference DRN-6173357
2 Apr 2026 U K Insurance Limited Not upheldInsuranceDRN-6173357 The complaint Mr S and Miss V complain about U K Insurance Limited (“UKI”) and their refusal to remove a subsidence claim from internal and external records. Mr S has acted as the main representative during the complaint process. So, for ease of reference, I will refer to an... (4 pages)View decision -
Decision Reference DRN-6086233
2 Apr 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6086233 The complaint Mr S complains that AXA Insurance UK Plc (AXA) unfairly declined his theft claim under a motor insurance policy. What happened Mr S has a motor insurance policy, underwritten by AXA. In October 2025, Mr S dropped his car at a friend’s house to complete a servic... (3 pages)View decision -
Decision Reference DRN-6269329
2 Apr 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6269329 The complaint Mr and Mrs M have complained that Aviva Insurance Limited (“Aviva”) unfairly declined a claim for damage to their property, following a named storm. What happened In December 2024, Mr and Mrs M made a claim under their property owner’s policy with Aviva, when t... (3 pages)View decision -
Decision Reference DRN-5985694
2 Apr 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5985694 The complaint Miss B complains about J.P. Morgan Europe Limited trading as Chase’s handling of a disputed transaction claim and subsequent complaint. What happened Miss B contacted Chase in September 2025 to enquire about raising a claim about a transaction she was looking t... (5 pages)View decision