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 363152 results
-
Decision Reference DRN-4993723
25 Mar 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-4993723 The complaint Mr A complains that Startline Motor Finance Limited (‘SMF’) unfairly recorded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr A applied to a ... (3 pages)View decision -
Decision Reference DRN-5215276
25 Mar 2025 Vodafone Limited Not upheldConsumer CreditDRN-5215276 The complaint Miss H complains that Vodafone Limited (‘VL’) terminated her device plan and marked her credit file with missed payments. What happened In October 2023, Miss H entered a fixed sum loan agreement to buy a new mobile phone. The loan was for £972, at zero interest... (4 pages)View decision -
Decision Reference DRN-5145058
25 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5145058 The complaint Miss R complains that NewDay Ltd trading as Aqua (‘NewDay’) lent to her irresponsibly when they provided her with a credit card and later credit limit increases (‘CLIs’). She said NewDay didn’t check that she could repay the balance sustainably. Miss R brought... (4 pages)View decision -
Decision Reference DRN-5415758
25 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5415758 The complaint Mr B and Mr B are unhappy that Santander UK Plc has decided not to refund them after they paid money to an investment scam. What happened Mr B invested in a rent-to-rent property scheme using funds from his joint account held with a relative – Mr B. Mr B was i... (3 pages)View decision -
Decision Reference DRN-5398121
25 Mar 2025 Liverpool Victoria Financial Services Limited UpheldInvestmentsDRN-5398121 The complaint Ms F complains about the maturity value of a policy she held with Liverpool Victoria Financial Services Limited (LV). What happened In July 2024 Ms F contacted LV asking how the final maturity value of her policy was calculated. LV issued a final response lette... (2 pages)View decision -
Decision Reference DRN-5091780
25 Mar 2025 Phoenix Life Limited Not upheldInsuranceDRN-5091780 The complaint Mr J complains that he never received the cyclical review paperwork for his Whole-of-Life (WOL) protection plan that Phoenix Life Limited (‘Phoenix’) say they issued. Mr J states that because he wasn’t informed of Phoenix’s intention to reduce the plan’s sum as... (5 pages)View decision -
Decision Reference DRN-5371566
25 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5371566 The complaint Mr D complains that Liverpool Victoria Insurance Company Limited (LV) didn’t competently deal with a claim he made on his landlord home emergency insurance policy which he says caused extra damage to his property. Reference to LV includes its agents. What happe... (2 pages)View decision -
Decision Reference DRN-4947628
25 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4947628 The complaint Mr P complains that Revolut Ltd won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr P fell victim to a fake job scam after he was co... (10 pages)View decision -
Decision Reference DRN-5353687
25 Mar 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5353687 The complaint T, a limited company, complains Arthur J. Gallagher Insurance Brokers Limited (AJG) mis- sold it a business protection insurance policy. T is represented by its director, Mr B. What happened In 2021 T took out business protection insurance through AJG which inc... (2 pages)View decision -
Decision Reference DRN-5117526
25 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5117526 The complaint Mr P complains Aviva Insurance Limited has unfairly declined a claim he made on a building’s insurance policy. What happened Mr P’s property has suffered two previous episodes of subsidence in 2003 and 2009. Aviva stabilised the property and, on each occasion, ... (2 pages)View decision
