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 381196 results
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Decision Reference DRN-5827408
6 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5827408 The complaint Mr K complains about the quality of repairs Aviva Insurance Limited (“Aviva”) carried out on his car, following a claim under his motor insurance policy. When I refer to Aviva I also mean its approved repairers whose actions Aviva is responsible for. What happe... (3 pages)View decision -
Decision Reference DRN-5854864
6 Oct 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5854864 The complaint Mr A complains that Loans 2 Go Limited was irresponsible in its lending to him. What happened Mr A was provided with two loans by Loans 2 Go, the details of which are set out below. LoanDate Amount Term Monthly repayments 1 June 2023 £25018 months £51.39 2 Dec... (4 pages)View decision -
Decision Reference DRN-5710185
6 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5710185 The complaint Mr H complains that Aviva Life and Pensions UK Limited (‘Aviva’) should pay him the value of his policy as advised, rather than the value being frozen at his 75 th birthday. What happened Mr H held a personal pension policy with Aviva, for which the retirement... (5 pages)View decision -
Decision Reference DRN-5711764
6 Oct 2025 Charter Court Financial Services Limited Not upheldMortgagesDRN-5711764 The complaint Mr H has complained about how Charter Court Financial Services Limited trading as Precise Mortgages has dealt with him in relation to his jointly held mortgage. What happened • Mr H obtained a mortgage jointly with his wife, (who I will refer to as Ms H) when t... (5 pages)View decision -
Decision Reference DRN-5727652
6 Oct 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5727652 The complaint Mrs G complains that a car supplied to her by Startline Motor Finance Limited (Startline) under a hire purchase agreement isn’t of satisfactory quality. What happened In October 2024, Mrs G took out the hire purchase agreement with Startline. The cash price of... (4 pages)View decision -
Decision Reference DRN-5781398
6 Oct 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5781398 The complaint Mr A says Acromas Insurance Company Limited didn’t pay him enough for his written off car when he made a claim on his motor insurance policy. What happened Mr A says he can’t replace his car for less than £9,500. Acromas based its valuation partly on a guide (‘... (2 pages)View decision -
Decision Reference DRN-5858254
6 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5858254 The complaint Mr H and Mrs H complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) didn’t protect them when they say they were victims of an investment scam. Mr H and Mrs H are being supported in making their complaint by a representative, but for ease,... (4 pages)View decision -
Decision Reference DRN-5628441
6 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5628441 The complaint Mr M complains that Bank of Scotland plc, trading as Halifax, wouldn’t allow him to apply online for a new interest rate product on his mortgage and instead required him to go through an advised application process. What happened In 2018 Mr M bought a property ... (2 pages)View decision -
Decision Reference DRN-5738166
6 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5738166 The complaint Mr E’s representative, has complained about how HSBC UK Bank Plc has handled her request to register her as a Power of Attorney (PoA) on his account. I will call Mr E’s representative, ‘Ms E’. What happened On 22 November 2024, Ms E received PoA to handle Mr E’... (2 pages)View decision -
Decision Reference DRN-5636814
6 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5636814 The complaint Ms O complains that Vanquis Bank Limited irresponsibly lent to her. Ms O is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms O herself. W... (3 pages)View decision
