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 384131 results
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Decision Reference DRN-5973246
24 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5973246 The complaint Miss T complains that Aviva Life & Pensions UK Limited (‘Aviva’) refused a claim she made under a group income protection policy. What happened Miss T is a member of her employer’s group income protection policy. Benefit of 50% of Miss T’s salary is provide... (5 pages)View decision -
Decision Reference DRN-5626142
24 Nov 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5626142 The complaint Mrs M complains that Barclays Bank UK PLC trading as Tesco Bank gave her a loan she couldn’t afford to repay. What happened In January 2019 Tesco Bank gave Mrs M a loan of £20,000 to be repaid over 120 months (10 years). The monthly repayments were £288.16 and ... (4 pages)View decision -
Decision Reference DRN-5949489
24 Nov 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5949489 The complaint Mr J complains about the length of time taken for Advantage Insurance Company Limited (Advantage) to request proof of a no-claims discount entitlement. What happened Mr J took out a motor insurance policy with Advantage in March 2025. When he did so, he said he... (2 pages)View decision -
Decision Reference DRN-5860867
24 Nov 2025 Hastings Financial Services Limited Not upheldInsuranceDRN-5860867 The complaint Mr J complains that Hastings Financial Services (Hastings) gave misleading information about no-claims discount entitlement when he purchased a motor insurance policy. What happened Mr J arranged a motor insurance policy in March 2025 with Hastings, which was u... (2 pages)View decision -
Decision Reference DRN-5941866
24 Nov 2025 SME HCI Limited Not upheldConsumer CreditDRN-5941866 The complaint Miss T complains about the level of service she received from SME HCI Limited, trading as Vivup (“Vivup”) when she acquired a bike through her employer’s Cycle to Work Scheme. What happened Miss T entered into a hire agreement with Vivup in April 2025. The agre... (3 pages)View decision -
Decision Reference DRN-5874213
24 Nov 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5874213 The complaint Mr T complains that Zopa Bank Limited didn’t do enough to protect him from a scam, or to help him recover the money once he had reported the scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here.... (3 pages)View decision -
Decision Reference DRN-5922575
24 Nov 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5922575 The complaint Mr K complains about the handling of his application for credit to pay for a car to supplied to him by Toyota Financial Services (UK) plc, trading as Lexus Financial Services. What happened Mr K applied to Lexus Financial Services for credit to pay for a car to... (3 pages)View decision -
Decision Reference DRN-5965252
24 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5965252 The complaint Mr S complains that Capital One (Europe) plc lent to him irresponsibly when it provided him with credit card accounts and increased his credit limits. What happened Capital One opened a credit card account for Mr S in April 2015 with a credit limit of £200. It ... (3 pages)View decision -
Decision Reference DRN-5957138
24 Nov 2025 LITHIA FINANCIAL SERVICES LIMITED Not upheldConsumer CreditDRN-5957138 The complaint Miss H complains that some protection products for a car that was supplied to her under a conditional sale agreement were mis-sold to her by Lithia Financial Services Limited, trading as Evans Halshaw. What happened A used car was supplied to Miss H under a con... (3 pages)View decision -
Decision Reference DRN-5374027
24 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5374027 The complaint Mrs H is unhappy, in summary, as she doesn’t think Aviva Limited (‘Aviva’) has correctly administered her reviewable Whole of Life policy held with it. And she feels this was mis- sold. What happened While I’ve taken all the submissions and available informati... (10 pages)View decision
