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-5818106
15 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5818106 The complaint Mr H complains about a car supplied under a hire purchase agreement, provided by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (‘BMWFS’). What happened Around October 2024 Mr H acquired a used car under a hire purchase agreement with... (7 pages)View decision -
Decision Reference DRN-5818205
15 Sep 2025 Arch Insurance (UK) Limited Not upheldInsuranceDRN-5818205 The complaint Mr G has complained about his home property insurer Arch Insurance (UK) Limited because it won’t offer any costs for reinstating undamaged flooring. What happened Mr G’s home suffered a water leak. The ground floor of the home is split over two levels and floo... (4 pages)View decision -
Decision Reference DRN-5796779
15 Sep 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5796779 The complaint Mr S complains that Phoenix Life Limited (Phoenix) failed to clearly explain what information it needed from him so that the annuity he requested in July 2023 could start. While he now knows that Phoenix needed his wife’s birth certificate and their marriage ce... (9 pages)View decision -
Decision Reference DRN-5776811
15 Sep 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5776811 The complaint Mr I complains that Marshmallow Insurance Limited has unfairly handled a claim made on his insurance policy. What happened Mr I’s car was involved in an accident on 21 March 2025. Marshmallow arranged to repair the car with an initial repair being completed in ... (5 pages)View decision -
Decision Reference DRN-5727438
15 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5727438 The complaint Mr L complains that Revolut Ltd won’t refund the money he lost when he sent payments to an investment that he now believes to have been fraudulent. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here... (4 pages)View decision -
Decision Reference DRN-5616928
15 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5616928 The complaint Mr H complained that AXA Insurance UK Plc (“AXA”) unfairly assessed and then declined his claim for storm damage, under his home buildings insurance policy. What happened Mr H noticed damage caused by water ingress to his lounge ceiling following a period of se... (3 pages)View decision -
Decision Reference DRN-5732553
15 Sep 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5732553 The complaint Mrs C complains about how National Savings and Investments (NS&I) calculated her interest payments on her account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. In summary Mrs C cont... (3 pages)View decision -
Decision Reference DRN-5630419
15 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5630419 The complaint Mr P complains about how U K Insurance Limited (UKI) handled a claim under his motor insurance policy for damage to his vehicle in an accident. He’s unhappy at the repairs undertaken, specifically what he maintains is a strong chemical odour in the vehicle. He... (5 pages)View decision -
Decision Reference DRN-5816371
15 Sep 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5816371 The complaint Mr W complains that Aviva Life & Pensions UK Limited declined a claim under an income protection policy. What happened Mr W is covered by an income protection policy through his employer, which is provided by Aviva. The policy pays a benefit if Mr W is una... (4 pages)View decision -
Decision Reference DRN-5488231
15 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5488231 The complaint Mr S complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr S applied for a Vanquis credit card in June 2021. In his application, Mr S said he was employed with an income of £30,000 a year that Van... (3 pages)View decision