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 374385 results
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Decision Reference DRN-5668059
9 Jul 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5668059 The complaint Mr F complains that Novia Financial Plc (“Novia”) failed to conduct sufficient due diligence when it allowed him to establish a Self-Invested Personal Pension (“SIPP”) and invest in an unregulated collective investment scheme . Mr F is b... (19 pages)View decision -
Decision Reference DRN-5503886
9 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5503886 The complaint Mr and Mrs G complain about the amount Aviva Insurance Limited settled their motor insurance claim for. Reference to Aviva includes its agents. For ease of reading, although this complaint is brought by Mr G and Mrs G, I’ll refer to both as Mrs G in this decisi... (3 pages)View decision -
Decision Reference DRN-5673010
9 Jul 2025 Vitality Health Limited Not upheldInsuranceDRN-5673010 The complaint Mr J complains that Vitality Health Limited has turned down a cash benefit claim he made on a personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I thi... (5 pages)View decision -
Decision Reference DRN-5466675
9 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5466675 The complaint Mr W complains about the service he received in relation to an overseas transfer he attempted to make at a branch of Nationwide Building Society. What happened Mr W made an overseas Swift payment from his Nationwide account on 18 December 2024. He said this was... (3 pages)View decision -
Decision Reference DRN-5552126
9 Jul 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5552126 The complaint Mr S has complained that Fortegra Europe Insurance Company Ltd didn’t provide assistance under their breakdown recovery policy when Mrs S called following a tyre blow out. What happened Mr S bought a breakdown recovery policy (BRC) with Fortegra. While Mrs S wa... (2 pages)View decision -
Decision Reference DRN-5679986
9 Jul 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5679986 The complaint Mr M complained about end of contract charges for a car supplied on finance by Stellantis Financial Services UK Limited trading as PSA Finance UK. What happened Both parties are familiar with the events of the complaint which I’ve briefly summarised here. Ste... (5 pages)View decision -
Decision Reference DRN-5604657
9 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5604657 The complaint Mr D complains about the way that Inter Partner Assistance SA (IPA) handled a medical assistance claim he made on a travel insurance policy. Mr W’s represented by Mrs W. What happened The background to this complaint is well-known to both parties. So I’ve simpl... (5 pages)View decision -
Decision Reference DRN-5504021
9 Jul 2025 Tesla Financial Services Limited UpheldConsumer CreditDRN-5504021 The complaint Mr M complains that Tesla Financial Services Limited (Tesla) wouldn’t allow him to cancel his hire agreement within the 14 day ‘cooling off ‘period. He would like it to do so. What happened The details of this complaint are well known to both parties, so I won... (2 pages)View decision -
Decision Reference DRN-5669610
9 Jul 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5669610 The complaint Miss M complains that a car acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (“TFS”) wasn’t of satisfactory quality when it was supplied to her. What happened The parties are familiar with the background of this complaint so I w... (5 pages)View decision -
Decision Reference DRN-5615065
9 Jul 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5615065 The complaint Mr A and Miss K have complained that Tesco Underwriting Limited have caused delays and provided a poor service when they made an escape of water claim under their home insurance policy. What happened In October 2023 Mr A and Miss K made a claim for damage cause... (3 pages)View decision
