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-5607162
5 Sep 2025 Digital Moneybox Limited Not upheldInvestmentsDRN-5607162 The complaint Mr S is unhappy with the way his lifetime ISA is presented on the Digital Moneybox Limited trading as Moneybox (‘Moneybox’) app. What happened Mr S has a lifetime ISA (‘LISA’) which he holds via Moneybox. He complained to Moneybox as he felt the way the LISA’s ... (2 pages)View decision -
Decision Reference DRN-5564932
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5564932 The complaint Mrs B is unhappy Santander UK Plc (“Santander”) hasn’t reimbursed her after she fell victim to a scam. What happened The details of the complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary, Mrs B has been ... (3 pages)View decision -
Decision Reference DRN-5797150
5 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5797150 The complaint Mr J complains about the way U K Insurance Limited (trading as Direct Line) have handled the return of his written-off car following a claim under his late father’s car insurance policy. What happened The details of what happened are well known to both parties.... (2 pages)View decision -
Decision Reference DRN-5596772
5 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5596772 The complaint Mr B complains that BMW Financial Services (GB) Limited (“BMW”) wrongly ended a car finance agreement. He wants BMW to reinstate the agreement. What happened In May 2024 Mr B entered into a hire purchase agreement with BMW. Under the terms of the agreement, whi... (2 pages)View decision -
Decision Reference DRN-5761875
5 Sep 2025 HSBC Life (UK) Limited Not upheldInsuranceDRN-5761875 The complaint Mrs J’s complained that HSBC Life (UK) Limited unfairly declined the claim she made on her life policy after she was diagnosed with a terminal illness. Mrs J has been supported in making her complaint by her husband, Mr J. Submissions and comments attributed t... (3 pages)View decision -
Decision Reference DRN-5799641
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5799641 The complaint Miss S complains about the outcome of a claim she made to Santander UK Plc (Santander) in respect of goods purchased not having been delivered. What happened On 27 July 2024, Miss S paid £1,335.95 to a merchant who I’ll call B. The payment was made to purchase ... (5 pages)View decision -
Decision Reference DRN-5800106
5 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5800106 The complaint Mr M is unhappy with the way in which Aviva Life and Pensions UK Limited (Aviva) has handled his serious ill-health pension claim. What happened The history leading up to this complaint is well known to the parties and therefore I have only summarised events b... (4 pages)View decision -
Decision Reference DRN-5759926
5 Sep 2025 Santander UK Plc Not upheldMortgagesDRN-5759926 The complaint Mr B complains that Santander UK Plc: • Gave him a fixed interest rate product on his mortgage that did not last until the end of term. As a result, his payments increased in the final months of his mortgage. • Unfairly declined his request to extend the term o... (2 pages)View decision -
Decision Reference DRN-5785178
5 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5785178 The complaint Mr C complains Aviva Insurance Limited (“Aviva”) delayed settling his claim on his motor insurance policy following an accident. He says the delay has caused him significant financial loss as it’s impacted the cost of other insurance renewals. Mr C doesn’t thin... (4 pages)View decision -
Decision Reference DRN-5606057
5 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5606057 The complaint Mrs W complains Revolut Ltd hasn’t refunded her after she fell victim to an impersonation scam and an unauthorised payment left her account. What happened Mrs W received a call from what she believed was her bank on 23 December 2023, and it informed her that he... (3 pages)View decision