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 392389 results
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Decision Reference DRN-5818704
15 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5818704 The complaint Mr W complains that Aviva Life & Pensions UK Limited (Aviva) took too long to make his requested drawdown payment, which he needed to pay off credit card debts. He also complains that it delayed the transfer of his pension, leading to a financial loss. What... (6 pages)View decision -
Decision Reference DRN-5818888
15 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5818888 The complaint Ms F complains about the way AXA Insurance UK Plc (‘AXA’) handled her claim for flood damage under her home insurance policy. What happened The following is intended as a summary of key events only. Ms F held a home insurance policy underwritten by AXA. She c... (5 pages)View decision -
Decision Reference DRN-5657223
15 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5657223 The complaint Miss S complains that Capital One (Europe) plc lent irresponsibly when it approved two credit card applications she made and increased the limit on one of the accounts. What happened Miss S applied for a Capital One credit card in November 2018. In her applica... (4 pages)View decision -
Decision Reference DRN-5805019
15 Sep 2025 Chubb European Group SE Not upheldInsuranceDRN-5805019 The complaint Ms J has complained that she has unknowingly being paying mobile phone insurance for her old mobile phone to Chubb European Group SE. What happened In May 2024, Ms J called her mobile phone network provider as she thought her mobile phone bill was too high. Sh... (3 pages)View decision -
Decision Reference DRN-5781505
15 Sep 2025 Covea Insurance plc Not upheldInsuranceDRN-5781505 The complaint Miss C complains about the way Covea Insurance plc (‘Covea’) handled a claim she made on her property insurance policy. What happened Miss C held a property insurance policy with Covea. She raised a claim with them in June 2024 following an escape of water. Mi... (3 pages)View decision -
Decision Reference DRN-5712224
15 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5712224 The complaint Mr R is unhappy with the quality of a car financed using a hire purchase agreement by Volkswagen Financial Services (UK) Limited. What happened In May 2024, Mr R entered into a hire purchase agreement with Volkswagen for a brand new car. The cash price was £73,... (2 pages)View decision -
Decision Reference DRN-5303963
15 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5303963 The complaint Mr M complains Aviva Insurance Limited unfairly declined his home insurance claim. ] What happened In June 2021 Mr M purchased a bungalow. He insured it, as an unoccupied property, with a Aviva property insurance policy. I will call this Mr M’s ‘standard polic... (5 pages)View decision -
Decision Reference DRN-5046102
15 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5046102 The complaint Mr G complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened ln March 2024, Mr G came across an opportunity to invest in ... (4 pages)View decision -
Decision Reference DRN-5449296
15 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5449296 The complaint Mr I has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise what ... (2 pages)View decision -
Decision Reference DRN-5634020
15 Sep 2025 Covea Insurance plc UpheldInsuranceDRN-5634020 The complaint Miss C complains about the way Covea Insurance plc (‘Covea’) handled a claim she made on her property insurance policy. What happened Miss C held a property insurance policy with Covea. She raised a claim with them in June 2024 following an escape of water. Be... (3 pages)View decision