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 383541 results
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Decision Reference DRN-5440764
7 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5440764 The complaint Mr B has complained about the way in which Aviva Insurance Limited (‘Aviva’) handled a motor insurance claim made by a third-party. For the avoidance of doubt, the term ‘Aviva’ includes its representatives and agents for the purposes of this decision letter, an... (4 pages)View decision -
Decision Reference DRN-5056551
7 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5056551 The complaint Mr P complains about the actions of Revolut Ltd when he lost money to a scam. Mr P is being represented by a claims management company but for ease I’ll only refer to Mr P. What happened The detailed background to this complaint is well known to both parties.... (3 pages)View decision -
Decision Reference DRN-5421061
7 Apr 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5421061 The complaint Miss M complains Frasers Group Financial Services Limited trading as Studio (Studio) irresponsibly agreed lending she couldn’t afford. What happened In November 2019 Miss M applied for a catalogue account with Studio. Her application was successful and Studio a... (3 pages)View decision -
Decision Reference DRN-5322207
7 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5322207 The complaint Mrs S has complained that when she set up a new Landlord Insurance policy to cover her rental property, buildings cover wasn’t included. What happened Mrs S had a policy covering her rental property which was due to renew on 31 July 2022. She renewed it and pai... (2 pages)View decision -
Decision Reference DRN-5463161
7 Apr 2025 Avantia Insurance Limited UpheldInsuranceDRN-5463161 The complaint Mr R has complained that Avantia Insurance Limited trading as Homeprotect (Avantia) mis- sold a home insurance policy which Mr R shares jointly with Mrs R. As Mr R is the lead complainant, I will refer to him in my decision on behalf of him and Mrs R. What happ... (3 pages)View decision -
Decision Reference DRN-5415250
7 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5415250 The complaint Miss B complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application. What happened Miss B applied for a credit card with Vanquis in June 2023. In her application, Miss B said she was unemployed with an income of £36,000 a... (2 pages)View decision -
Decision Reference DRN-5143501
7 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5143501 The complaint Mr C complains that the car he acquired through BMW Financial Services(GB) Limited trading as Alphera Financial Services (“BMW”) wasn’t of satisfactory quality. He says although the car was nearly new, he suffered catastrophic engine failure. He wants BMW to pa... (4 pages)View decision -
Decision Reference DRN-5460101
7 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5460101 The complaint Mr A complains about Nationwide’s decision to close his account. What happened In October 2024 Nationwide gave Mr A 90-day notice of their intention to close his account with them. They asked for evidence that money paid into the account belonged to him but whe... (2 pages)View decision -
Decision Reference DRN-5463314
7 Apr 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5463314 The complaint Mr K complains that Phoenix Life Limited, trading as Standard Life, caused avoidable delays when setting up his annuity and paying out his tax-free cash. Mr K would now like Standard Life to increase their offer of compensation, particularly given the level of ... (6 pages)View decision -
Decision Reference DRN-5430950
7 Apr 2025 Ageas Insurance Limited UpheldInsuranceDRN-5430950 The complaint Mr S’s representative complains on his behalf that Ageas Insurance Limited (Ageas) made an unfair settlement offer after he made a claim on his motor insurance policy. References to Mr S, or his representative, will include the other. What happened Mr S made ... (4 pages)View decision
