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 375119 results
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Decision Reference DRN-5634162
21 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5634162 The complaint Mrs D complains Clydesdale Bank Plc, trading as Virgin Money (hereinafter “Virgin”) unfairly closed her account and refused to tell her why. What happened Mrs D was a longstanding customer of Virgin and held a current account. She also held a savings account. I... (2 pages)View decision -
Decision Reference DRN-5739280
21 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5739280 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. Mr M is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (10 pages)View decision -
Decision Reference DRN-5677228
21 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5677228 The complaint Mrs F complains about Liverpool Victoria Insurance Company Limited (LV) recording a claim against her under her motor insurance policy. Mrs F says she was not involved with the alleged incident that led to a third-party claim, which LV settled. References to L... (4 pages)View decision -
Decision Reference DRN-5648797
21 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5648797 The complaint Mr G complains about how U K Insurance Limited trading as Churchill (Churchill) dealt with a claim for damage to his vehicle in an accident. He’s unhappy at the provision of a hire car while his vehicle was in for repair and with the quality of repairs to his v... (5 pages)View decision -
Decision Reference DRN-5654364
21 Aug 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5654364 The complaint Mr K complains that Aviva Life & Pensions UK Limited didn’t do enough to make alternative arrangements to pay an annuity payment to him after his bank closed his account. He says he suffered hardship as a result of the delayed payment. What happened Mr K wa... (6 pages)View decision -
Decision Reference DRN-5714316
21 Aug 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5714316 The complaint Mrs H, represented by her daughter, Ms P, complains she was misadvised by St. James's Place Wealth Management Plc trading as St. James's Place (“SJP”) regarding a property protection trust. What happened Mrs H was advised to place her residential prop... (3 pages)View decision -
Decision Reference DRN-5574169
21 Aug 2025 Sesame Limited UpheldPensions and AnnuitiesDRN-5574169 The complaint Mr N complains that the advice Sesame Limited gave him to transfer his defined pension benefits from his former occupational pension scheme (OPS) to a personal pension arrangement wasn’t in his best interests. What happened Mr N’s complaint was considered by on... (3 pages)View decision -
Decision Reference DRN-5617979
21 Aug 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5617979 The complaint Mr B complains about the service he got from AA Underwriting Insurance Company Limited and the way it dealt with a claim made on his motor insurance policy. What happened Mr B reported to AA that his car had knocked the bumper of a stationary van when he was r... (3 pages)View decision -
Decision Reference DRN-5712448
21 Aug 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5712448 The complaint Miss D complains that Madison CF UK Limited, trading as 118 118 Money, provided her with an inaccurate early settlement quotation and that they didn’t allow her to move the first payment date. What happened Miss D took out a £5,000 fixed sum loan with 118 118 i... (3 pages)View decision -
Decision Reference DRN-5677023
21 Aug 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5677023 The complaint Mr J says Specialist Motor Finance Limited (‘SMFL’) irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. He says that it didn’t take into considerat... (4 pages)View decision
