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-5465145
8 Sep 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5465145 The complaint Mr W complains about a car supplied under a hire purchase agreement, provided by Volkswagen Financial Services (UK) Limited trading as Porsche Financial Services (‘VWFS’). What happened Mr W has been represented on this complaint. But to keep things simple, I ... (6 pages)View decision -
Decision Reference DRN-5741552
8 Sep 2025 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-5741552 The complaint N complains that ERGO Versicherung Aktiengesellschaft has unfairly declined a subsidence claim made for damage to its property. What happened N is a limited company and owns a property purchased in 2014, which had works completed on it in 2016. A policy was tak... (5 pages)View decision -
Decision Reference DRN-5802895
8 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5802895 The complaint Mr R complains about the level of service he received from Black Horse Limited (“BHL”) and he’d like to be compensated for the poor service he’s received. What happened Mr R entered into a hire purchase agreement with BHL in February 2022 to acquire a caravan. ... (3 pages)View decision -
Decision Reference DRN-5730103
8 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5730103 The complaint Mr V1 and Mr V2 complain about the settlement INTACT INSURANCE UK LIMITED offered them for their home insurance claim. Intact is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Intact has accepted i... (3 pages)View decision -
Decision Reference DRN-5804369
8 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5804369 The complaint Mr M complains about the way Aviva Insurance Limited (‘Aviva’) handled his claim for water damage under his home insurance policy. What happened The following is intended as a summary of key events only. Mr M held a home insurance policy with Aviva. He raised... (4 pages)View decision -
Decision Reference DRN-5782550
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5782550 The complaint Mr M and Mrs M complain that Nationwide Building Society won’t refund the money they have lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary, on 4 May 2018, Mr M and Mrs ... (4 pages)View decision -
Decision Reference DRN-5804202
8 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5804202 The complaint Mrs P complains that Domestic & General Insurance Plc cancelled her gadget insurance policy when there was no valid reason for them to do so. And she feels that the cancellation was due to discrimination. What happened Mrs P is represented in this case by h... (5 pages)View decision -
Decision Reference DRN-5257514
8 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5257514 The complaint Mr W complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (5 pages)View decision -
Decision Reference DRN-5760696
8 Sep 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5760696 The complaint Mr S complains that his Coventry Building Society ISA was made inactive, as a result of which a payment to it was returned. What happened Mr S held an ISA with Coventry BS. Its primary source of funding was Mr S’s pension from his former employer, which was cre... (2 pages)View decision -
Decision Reference DRN-5230271
8 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5230271 The complaint Ms V is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms V fell victim to a cruel impersonation scam. After disclosing her card details in response to a phishing message, she was contacted ... (4 pages)View decision
