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 364862 results
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Decision Reference DRN-5352007
27 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5352007 The complaint Mr M had a claim accepted by Aviva Life & Pensions UK Limited under a group income protection insurance and it’s been paying the monthly benefit. Mr M is unhappy with the way a review of the claim has been carried out. What happened The details of this com... (3 pages)View decision -
Decision Reference DRN-5163910
27 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5163910 The complaint Miss L is unhappy Starling Bank Limited (“Starling”) hasn’t reimbursed her after she fell victim to a bank impersonation scam. What happened The details of the complaint are well known to both parties, so I won’t go into too much detail here. However, in summar... (3 pages)View decision -
Decision Reference DRN-4994687
27 Mar 2025 Vodafone Limited UpheldConsumer CreditDRN-4994687 The complaint Mr T complains about how Vodafone Limited treated him, when he encountered difficulties making repayments towards two fixed sum loan agreements. What happened In May 2022, Mr T took out two fixed sum loan agreements with Vodafone, to pay for two brand new mobil... (4 pages)View decision -
Decision Reference DRN-5432425
27 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5432425 The complaint Mrs D complains about the settlement that Advantage Insurance Company Limited (Advantage) paid her for the total loss of her vehicle following a claim on her motor insurance policy. What happened Mrs D’s vehicle was damaged after being involved in an accident ... (4 pages)View decision -
Decision Reference DRN-5426055
27 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5426055 The complaint Mrs D is unhappy that BMW Financial Services (GB) Limited reported adverse information on her credit file. What happened Mrs D took out a hire purchase agreement with BMW in 2018. In 2019 she was a victim of fraud after selling her car and so BMW agreed to writ... (2 pages)View decision -
Decision Reference DRN-5307735
27 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5307735 The complaint Miss M has complained about a hire purchase agreement which BMW Financial Services (GB) Limited trading as ALPHERA Financial Service (“Alphera”) gave her which was unaffordable. Miss M has also said the interest rate was too high. What happened In March 2022, ... (6 pages)View decision -
Decision Reference DRN-5305529
27 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5305529 The complaint Mr M complains that Accredited Insurance (Europe) Ltd (Accredited) unfairly declined a claim he made under his buildings insurance policy. Reference to Accredited includes its agents and representatives. What happened Mr M held buildings insurance with Accred... (3 pages)View decision -
Decision Reference DRN-5370240
27 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5370240 The complaint Mr and Mrs B complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse the money they lost when they say they fell victim to a scam. What happened Mr and Mrs B hold a joint account with NatWest. As Mr B was involved in withdraw... (2 pages)View decision -
Decision Reference DRN-5432360
27 Mar 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5432360 The complaint Mr M complains that Westerby Trustee Services Limited (‘Westerby’) didn’t act fairly when accepting his application from Abana Unipessoal Lda (‘Abana’), for a Self-Invested Personal Pension (‘SIPP’). Mr M transferred personal pension plans (PPPs) he held with ... (45 pages)View decision -
Decision Reference DRN-5325974
27 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5325974 The complaint Miss L is unhappy Barclays Bank UK PLC (“Barclays”) hasn’t reimbursed her after she fell victim to a bank impersonation scam. What happened The details of the complaint are well known to both parties, so I won’t go into too much detail here. However, in summary... (3 pages)View decision
