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 381196 results
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Decision Reference DRN-5445914
31 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5445914 The complaint Mr M is complaining about the quality of a vehicle supplied to him by N.I.I.B. Group Limited trading as Northridge Finance (Northridge). What happened In June 2022, Mr M entered into a hire purchase agreement with Northridge to acquire a car. The agreement stat... (4 pages)View decision -
Decision Reference DRN-5254711
31 Mar 2025 Stagemount Limited Not upheldConsumer CreditDRN-5254711 The complaint Mr C, through his representative, complains that Stagemount Limited, trading as Quidmarket, lent to him irresponsibly. What happened Here is a table giving brief details of the four loans Mr C took. Loan Approved Amount and term Repay date as agreed Actual re... (4 pages)View decision -
Decision Reference DRN-5040991
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5040991 Complaint Mr Y is unhappy that Revolut Ltd didn't reimburse him after he fell victim to an investment scam. Mr Y has brought this complaint with the assistance of a professional representative but, for simplicity's sake, I've generally referred to him in the t... (2 pages)View decision -
Decision Reference DRN-5388717
31 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5388717 The complaint The estate of Mrs C complains about the way Aviva Insurance Limited handled claims made on a commercial property insurance policy. The estate is being represented in bringing this complaint by its executors, with Mr C being the main correspondent. They have al... (4 pages)View decision -
Decision Reference DRN-5236070
31 Mar 2025 One Insurance Limited UpheldInsuranceDRN-5236070 The complaint Mrs C complained about One Insurance Limited’s handling of her repair claim under her motor insurance policy. What happened Mrs C said that One Insurance took too long to settle her claim and made her return her hire car before a holiday, which was too early a... (4 pages)View decision -
Decision Reference DRN-5268351
31 Mar 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5268351 The complaint Mr D complains that Aviva Life & Pensions UK Limited (Aviva) made errors in his pension statements. He also believes that it has charged him an incorrect annual management charge (AMC) on his pension policy. What happened Mr D set up a personal pension poli... (5 pages)View decision -
Decision Reference DRN-5365912
31 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5365912 Complaint Mr H is unhappy that HSBC UK Bank Plc didn’t pay him a refund when he told it he’d fallen victim to an investment scam. Background The details of this case are well known to the parties, so I won’t set them out in full here. By way of summary, in or around Septemb... (2 pages)View decision -
Decision Reference DRN-5441671
31 Mar 2025 Wakam UpheldInsuranceDRN-5441671 The complaint Mr and Mrs E have complained about Wakam’s decision to decline their claim under their home insurance policy for damage to a septic tank and/or the pipes attached to it. Any reference to Wakam includes its agents. What happened Mr and Mrs E made a claim for a... (4 pages)View decision -
Decision Reference DRN-5158720
31 Mar 2025 Sky UK Limited Not upheldConsumer CreditDRN-5158720 The complaint Miss A complains about a fixed sum loan agreement, taken out with Sky UK Limited to buy a brand new mobile telephone device. Throughout Miss A’s complaint with our service, she has been represented by a family member. But for ease, I’ll just refer to Miss A. Wh... (3 pages)View decision -
Decision Reference DRN-5445768
31 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5445768 The complaint Mrs R, who is represented by a third party, complains that Volkswagen Financial Services (UK) Limited (‘VWFS’) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In August 2016 Mrs R acquired a new car financed by w... (3 pages)View decision
