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 375868 results
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Decision Reference DRN-5750008
4 Sep 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5750008 The complaint Mrs B complains that Hargreaves Lansdown Asset Management Limited (Hargreaves) restricted her account while it carried out a review. What happened Mrs B had an account with Hargreaves. In October 2023, Hargreaves reviewed the account and asked Mrs B to explain ... (2 pages)View decision -
Decision Reference DRN-5644468
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5644468 The complaint Mr E complains that Santander UK Plc caused delays when switching his account to a student account. Throughout the course of Mr E’s communications and complaint with Santander he appears to have been supported by a family member. However, for simplicity I will ... (4 pages)View decision -
Decision Reference DRN-5745895
4 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5745895 The complaint Mr O complains about the way in which NewDay Ltd trading as Aqua has handled his chargeback dispute and the impact its actions have had on his financial situation and credit file. What happened Mr O made four purchases using his Aqua credit card from a retailer... (4 pages)View decision -
Decision Reference DRN-5587406
4 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5587406 The complaint Miss H complains that MotoNovo Finance Limited lent to her when she could not afford it by approving a finance agreement to get a car through hire purchase. Miss H also says that its MotoNovo’s fault that she’s still has a £4,000 deficit to pay. What happened O... (6 pages)View decision -
Decision Reference DRN-5659475
4 Sep 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5659475 The complaint Mrs O complains that HSBC UK Bank Plc (“HSBC”) irresponsibly provided her with a loan whilst she was struggling financially and didn’t conduct sufficient affordability checks. What happened HSBC provided Mrs O with a loan for £1,000 on 6 February 2020. The ter... (4 pages)View decision -
Decision Reference DRN-5318472
4 Sep 2025 Spreadex Limited Not upheldInvestmentsDRN-5318472 The complaint Mr A has complained about his spreadbetting account he held with Spreadex Limited (‘Spreadex’). He says he was able to transfer funds to his fixed betting account which bypassed the limits he had set and enabled his excessive gambling. He says he has suffered s... (4 pages)View decision -
Decision Reference DRN-5772320
4 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5772320 The complaint Mr W is unhappy with the quality of a car financed by a conditional sale agreement from Volvo Car Financial Services UK Limited. What happened In March 2025, Mr W entered into a conditional sale agreement with Volvo for a brand new car. The cash price was £42,1... (2 pages)View decision -
Decision Reference DRN-5754244
4 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5754244 The complaint Mr S complains about how Aviva Insurance Limited (Aviva) said it would settle a claim made under his HomeServe plan. Any references to Aviva include its agents. What happened Mr S took out his HomeServe plan, which is underwritten by Aviva, in February 2025. ... (2 pages)View decision -
Decision Reference DRN-5759515
4 Sep 2025 Armstrong Watson Financial Planning Limited UpheldInvestmentsDRN-5759515 The complaint Mr and Mrs K complain about the suitability of advice given by Armstrong Watson Financial Planning Limited (“AWFPL”) to invest in an Enterprise Investment Scheme (“EIS”) fund. What happened AWFPL is a financial advice firm within the Armstrong Watson group, whi... (9 pages)View decision -
Decision Reference DRN-5795971
4 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5795971 The complaint Mrs K complains about how AXA Insurance UK Plc (AXA) dealt with a claim she made on her motor insurance policy and an additional policy premium she was charged. Mrs K’s complaint has been brought by a representative. Any references to Mrs K include the comment... (7 pages)View decision
