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-5256448
8 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5256448 The complaint Mr C and Mrs C complain about Aviva’s handling of their buildings insurance claim. All references to Aviva also include its appointed agents. What happened What my decision focusses on I’m aware Mr C and Mrs C have made previous complaints to our service about ... (4 pages)View decision -
Decision Reference DRN-5397303
8 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5397303 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct (First Direct) didn’t honour a current account switch incentive payment. What happened In October 2024 First Direct was offering a £175 switch incentive payment to customers switching their bank accou... (3 pages)View decision -
Decision Reference DRN-4910090
8 Apr 2025 UAB ZEN.COM UpheldBanking and PaymentsDRN-4910090 The complaint Mr N, has complained that UAB ZEN.COM (“Zen”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on givi... (3 pages)View decision -
Decision Reference DRN-4910085
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4910085 The complaint Mr N has complained that Barclays Bank UK PLC (“Barclays”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will ... (3 pages)View decision -
Decision Reference DRN-5180224
8 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5180224 The complaint Ms L complains that Santander UK Plc (Santander) won’t refund money she lost in an investment scam. What happened What Ms L says: Ms L saw an article online which was apparently promoted by a well-known TV personality. She registered her interest and was then c... (6 pages)View decision -
Decision Reference DRN-5080834
8 Apr 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5080834 The complaint Miss S complains about the quality of a car supplied to her on finance by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘AFS’). What happened The parties are familiar with the background details of this complaint – so I will bri... (4 pages)View decision -
Decision Reference DRN-5405006
8 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5405006 The complaint Mr and Mrs T are unhappy their claim was declined by AXA Insurance UK Plc (“AXA”) when a storm caused the roofing cover from their flat roof to detach. AXA were providing a home insurance policy. What happened Following storm damage to their property, Mr and Mr... (3 pages)View decision -
Decision Reference DRN-5018239
8 Apr 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5018239 The complaint X complains the car they acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. X is represented in this complaint by legal counsel, S. What happened X acqu... (5 pages)View decision -
Decision Reference DRN-5213843
8 Apr 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5213843 The complaint Mr L complains that Scottish Equitable Plc trading as Aegon (“Aegon”) failed to complete the transfer of some of his pension savings in a timely manner. What happened Mr L holds pension savings with Aegon. His relationship with that firm was conducted with the ... (4 pages)View decision -
Decision Reference DRN-5462208
8 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5462208 The complaint Mr F is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, reported a missed payment to his credit file. What happened Mr F has a credit account with Tesco and had a direct debit in place to make monthly payments towards it. On 30 July 2022, Mr F called ... (2 pages)View decision
