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-5365258
31 Mar 2025 BISL Limited Not upheldInsuranceDRN-5365258 The complaint Mr G, a sole trader, complains that he was mis-sold a commercial motor insurance policy by BISL Limited. What happened The following is intended only as a brief summary of events. Additionally, even though other individuals have been involved on behalf of both ... (3 pages)View decision -
Decision Reference DRN-5152918
31 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5152918 The complaint Mr and Mrs H complain about AXA Insurance UK Plc’s handling of a subsidence claim made under their buildings insurance policy. Any reference to AXA includes the actions of its agents. What happened The background to this complaint is well known to both partie... (3 pages)View decision -
Decision Reference DRN-5433624
31 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5433624 The complaint Mrs M is unhappy with the service provided by AXA Insurance UK Plc (AXA) following a claim made on her home insurance policy. AXA is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. AXA has a... (4 pages)View decision -
Decision Reference DRN-5439288
31 Mar 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5439288 The complaint Miss K complains that Watford Insurance Company Europe Limited (“Watford”) cancelled her policy and wouldn’t pay her claim when it said she’d misrepresented her details when applying for car insurance. What happened Miss K had a car insurance policy with Watfor... (3 pages)View decision -
Decision Reference DRN-4981822
31 Mar 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-4981822 The complaint Mr A complains about Trading 212 UK Limited. He’s unhappy with the level of service they’ve provided him with when one of his shareholdings was delisted. What happened Mr A held stock in a firm which was listed on the NASDAQ exchange. The shares were held in hi... (3 pages)View decision -
Decision Reference DRN-5440938
31 Mar 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5440938 The complaint Mr C complains that a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my ... (5 pages)View decision -
Decision Reference DRN-5400752
31 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5400752 The complaint With the help of a professional representative (PR), Mr S complains that HSBC UK Bank Plc lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr S. What happened Mr S opened a current account with HSBC in February 2... (4 pages)View decision -
Decision Reference DRN-5286733
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5286733 The complaint Mr B complains that Revolut Ltd (“Revolut”) failed to refund transactions he didn’t recognise. What happened Mr B noticed that a number of payments had left his account that he didn’t recognise. Two different merchants had payments sent to them, each of them fo... (4 pages)View decision -
Decision Reference DRN-5379982
31 Mar 2025 KRD Financial Advisers Limited UpheldPensions and AnnuitiesDRN-5379982 The complaint Mr M has complained about the advice provided to him by KRD Financial Advisers Limited (‘KRD’) in relation to his personal pension. KRD advised Mr M to transfer his pension from Royal London to an Aviva Self-Invested Personal Pension (‘SIPP’) and utilise a disc... (9 pages)View decision -
Decision Reference DRN-5440375
31 Mar 2025 Thornton & Baines Independent Financial Advisers Limited Not upheldPensions and AnnuitiesDRN-5440375 The complaint Mr R has complained about the advice he received from Thornton & Baines Independent Financial Advisers Limited (‘TBIFA’) to transfer his pension from Royal London to Quilter. Mr R has stated that the advice was unsuitable, that the recommendations made by ... (6 pages)View decision
