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 401363 results
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Decision Reference DRN-5728915
13 Oct 2025 Collingwood Insurance Services (U.K.) Limited Not upheldInsuranceDRN-5728915 The complaint Miss E complains about the fees charged by her broker, Collingwood Insurance Services (U.K.) Limited (“Collingwood”) when she cancelled her learner driver motor insurance policy. Miss E is represented in her complaint by a family member, but for ease I’ll refer... (3 pages)View decision -
Decision Reference DRN-5665769
13 Oct 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5665769 The complaint Mr P complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk irresponsibly lent to him. What happened MoneyBoat lent Mr P three loans, from the information provided the lending history is as follows: Loan number Start date Loan amount (... (4 pages)View decision -
Decision Reference DRN-5708876
13 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5708876 The complaint Mrs M complains that Aviva Insurance Limited (“Aviva”) declined a claim for a blocked pipe under her home emergency insurance policy. What happened Mrs M had a home emergency insurance policy with Aviva covering her home. She took out the policy in April 2024. ... (3 pages)View decision -
Decision Reference DRN-5566764
13 Oct 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5566764 The complaint Mr H complains that Fairscore Ltd trading as Updraft lent to him when he couldn’t afford it. What happened Updraft lent Mr H two loans and from the information provided, the borrowing details are: *Loan 2 had fees of £350 added to it and it had 58 repayments ... (3 pages)View decision -
Decision Reference DRN-5655819
13 Oct 2025 Tavistock Partners (UK) Limited Not upheldPensions and AnnuitiesDRN-5655819 The complaint X is represented (by ‘R’). X says Tavistock Partners (UK) Limited (‘Tavistock’) gave unsuitable advice in 2021, leading to the transfer of a Defined Benefits Pension (‘DBP’) into a Self-Invested Personal Pension (‘SIPP’). Tavistock disagrees. It says its advic... (10 pages)View decision -
Decision Reference DRN-5877040
13 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5877040 The complaint B, a limited company, complains about the way AXA Insurance UK Plc has handled a claim it made on its home insurance policy for damage caused by subsidence. What happened B has a long running claim relating to subsidence on its property. Complaints have been ma... (3 pages)View decision -
Decision Reference DRN-5369824
13 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5369824 The complaint G, a limited company, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY acted unfairly in its decision to withdraw G’s banking services. It complains that its overdraft facility wasn’t renewed, and that it has been asked to repay the outstanding b... (4 pages)View decision -
Decision Reference DRN-5876915
13 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5876915 The complaint Mrs H complains that Revolut Ltd didn't do enough to prevent her losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In December 2... (3 pages)View decision -
Decision Reference DRN-5677398
13 Oct 2025 FCE Bank Plc Not upheldConsumer CreditDRN-5677398 The complaint Mrs B, through her representative, complains that FCE Bank Plc trading as Ford Credit (Ford Credit) lent to her by approving a car finance agreement when she could not afford it. What happened Mrs B took a hire purchase (HP) car finance agreement for a new Ford... (2 pages)View decision -
Decision Reference DRN-5666932
13 Oct 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5666932 The complaint Mr F, through his representative, complains that Close Brothers Limited trading as Close Brothers Motor Finance approved two car finance agreements for him when he could not afford it. What happened Two agreements were taken by Mr F the first being settled when... (4 pages)View decision