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 401363 results
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Decision Reference DRN-5621525
11 Dec 2025 Foster Denovo Limited Not upheldPensions and AnnuitiesDRN-5621525 The complaint Mr M complains that Foster Denovo (FD) Limited’s advice process caused him to lose out on a higher cash equivalent transfer value (CETV) from his Defined Benefit (DB) pension. What happened Mr M received a CETV from his DB pension worth £3,228,293 on 10 January... (4 pages)View decision -
Decision Reference DRN-6003127
11 Dec 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6003127 The complaint Mr O complains Lantern Debt Recovery Services Limited trading as Lantern unfairly applied a default to his credit report regarding a debt he has with them. What happened I issued a provisional decision setting out what’d happened, and what I thought about that.... (5 pages)View decision -
Decision Reference DRN-5733908
11 Dec 2025 Skrill Limited Not upheldBanking and PaymentsDRN-5733908 The complaint Mr T complains that Skrill Limited (“Skrill”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as follows. M... (3 pages)View decision -
Decision Reference DRN-5828003
11 Dec 2025 Freetrade Limited Not upheldInvestmentsDRN-5828003 The complaint Mr B complains about a marketing email he received from Freetrade Limited (Freetrade). He considers the email unethical, irresponsible, and politically charged. What happened Mr B has a General Investment Account (GIA) with Freetrade. On 25 January 2025, Freetr... (2 pages)View decision -
Decision Reference DRN-5943241
11 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5943241 The complaint Mr and Mrs J are unhappy that Barclays Bank UK PLC won’t reimburse them in full for the money they lost when they fell victim to a scam. What happened The details of this complaint are well known to the parties involved, so I won’t repeat them all here. But, i... (3 pages)View decision -
Decision Reference DRN-5918996
11 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5918996 The complaint Mr P complains that a car acquired under a hire purchase agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (‘ALPHERA’) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of t... (2 pages)View decision -
Decision Reference DRN-5408065
11 Dec 2025 Aviva Protection UK Limited Not upheldInsuranceDRN-5408065 The complaint Mr S complains that AIG Life, now Aviva Protection UK Limited (Aviva) didn’t send him the forms he requested for his life insurance policy, so he chose to cancel it. Mr S wants a refund of all the premiums he paid during this time. What happened Mr S took out a... (2 pages)View decision -
Decision Reference DRN-4611823
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4611823 The complaint Mr and Mrs O’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5940828
11 Dec 2025 Aviva Insurance Limited UpheldInsuranceDRN-5940828 The complaint Ms I has complained about how Aviva Insurance Limited handled her motor insurance claim. What happened Ms I’s car was accidentally damaged, so she made a claim on her Aviva motor insurance policy. Following the involvement of our Service, Aviva agreed to accept... (2 pages)View decision -
Decision Reference DRN-5647637
11 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5647637 The complaint Miss T complains Lloyds Bank PLC unfairly closed her accounts and recorded adverse information on her credit file. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Miss T held a Lloyd... (4 pages)View decision