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 384131 results
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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 -
Decision Reference DRN-5053457
31 Mar 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5053457 The complaint Mr H has complained about a transfer of his benefits under a public sector pension scheme additional voluntary contribution (AVC) arrangement administered by Standard Life to a small self-administered scheme (SSAS) in February 2015. Standard Life is now part of... (15 pages)View decision -
Decision Reference DRN-5345027
31 Mar 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5345027 The complaint Mr W held a finance agreement with Creation Consumer Finance Ltd. He’s unhappy with several administrative issues related to it. What happened Mr W held a finance agreement with Creation. In short, he perceives Creation to have handled several administrative ... (6 pages)View decision -
Decision Reference DRN-5305066
31 Mar 2025 AXA Insurance Designated Activity Company Not upheldInsuranceDRN-5305066 The complaint Mr M complains about the sums paid out by AXA Insurance Designated Activity Company when claims were made on his motor insurance policy after a minor accident. What happened Mr M accepts that he reversed his car into the bumper of another car when slowly exiti... (2 pages)View decision -
Decision Reference DRN-5280100
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5280100 The complaint Mr A complains that Revolut Ltd won’t reimburse him after he fell victim to an investment scam. Mr A is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr A directly. What happened Mr... (4 pages)View decision -
Decision Reference DRN-5445748
31 Mar 2025 Sabre Insurance Company Limited Not upheldInsuranceDRN-5445748 The complaint Mr S complains that Sabre Insurance Company Limited (‘Sabre’) hasn’t reimbursed or helped him to recover his expenses following two claims on his van insurance policy. What happened Mr S was involved in two separate motor accidents – one in February 2023 (whic... (4 pages)View decision
