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 366874 results
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Decision Reference DRN-4871878
30 Apr 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-4871878 The complaint Mr P has complained that he is unhappy with the quality of a van he acquired in November 2022, using a conditional sale agreement with Stellantis Financial Services UK Limited, trading as Vauxhall Finance (“Stellantis”). What happened Mr P acquired a used Ford... (3 pages)View decision -
Decision Reference DRN-5465694
30 Apr 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5465694 The complaint Miss L has complained that Marshmallow Insurance Limited carried out a change to her car insurance policy in error and hasn’t done enough to put things right. What happened Miss L’s car was due for renewal with Marshmallow and it provided a renewal quote. Throu... (2 pages)View decision -
Decision Reference DRN-5452374
30 Apr 2025 Leeds Building Society Not upheldMortgagesDRN-5452374 The complaint The estate of Mr G complains that Leeds Building Society didn’t tell the executor of Mr G’s estate that a fixed interest rate deal on a Buy To Let mortgage was coming to an end, so the estate paid more interest in the last months before the mortgage was redeeme... (3 pages)View decision -
Decision Reference DRN-5510186
30 Apr 2025 Sky UK Limited Not upheldConsumer CreditDRN-5510186 The complaint Mrs P complains about a balance owed under a fixed sum loan agreement with Sky UK Limited. What happened In February 2024, Mrs P took out a fixed sum loan agreement with Sky to buy a brand new mobile telephone device. Sky arranged for their courier to deliver t... (5 pages)View decision -
Decision Reference DRN-5465807
30 Apr 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5465807 The complaint Mr S has complained about poor service he received from Adrian Flux Insurance Services Group when it offered to provide a quotation for a home insurance policy. What happened Mr S held a home insurance policy through the broker Adrian Flux. In October 2024 Adri... (2 pages)View decision -
Decision Reference DRN-5056229
30 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5056229 The complaint Ms S is unhappy that Wise Payments Limited will not refund £5,270 that she lost as the result of an Authorised Push Payment (APP) scam. Ms S brought her complaint to this service through a representative. For ease of reading I will refer solely to Ms S in this... (3 pages)View decision -
Decision Reference DRN-5501610
30 Apr 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5501610 The complaint Ms B has complained that Scottish Widows Limited blocked access to online information on her pension plan and hasn’t provided her with copies of annual statements from 2007 to date. Ms B has also claimed that Scottish Widows Limited has mis-managed the investme... (5 pages)View decision -
Decision Reference DRN-5124815
30 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5124815 The complaint Miss F complains Revolut Ltd didn’t do enough to protect her at a time she was falling victim to a scam and that it hasn’t refunded her since that scam was revealed. What happened The background to this complaint is well-known to both parties and so I’ll summar... (11 pages)View decision -
Decision Reference DRN-5153121
30 Apr 2025 Openwork Limited Not upheldInvestmentsDRN-5153121 The complaint Mr S complains about Openwork Limited trading as The Openwork Partnership (Openwork). He said Openwork didn’t support him or progress his complaint about display issues with a third-party platform. Mr S would like a full apology and compensation from Openwork.... (3 pages)View decision -
Decision Reference DRN-5472877
30 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5472877 The complaint Mr H complains that Aviva Insurance Limited (“Aviva”) declined to pay for a faulty pump when he made a claim under his home emergency policy. What happened Mr H had a home emergency insurance policy from Aviva covering domestic emergencies. He contacted Aviva a... (3 pages)View decision
