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 385222 results
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Decision Reference DRN-5963296
28 Nov 2025 Valour Finance Limited Not upheldConsumer CreditDRN-5963296 The complaint Miss B complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) gave her loans which were unaffordable. What happened A summary of Miss B’s borrowing can be found below. loan number loan amount loan date repayment date number of monthly payment... (4 pages)View decision -
Decision Reference DRN-5794925
28 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5794925 The complaint Miss S complains esure Insurance Limited trading as Sheilas' Wheels car Insurance (esure) caused delays after she made a claim on her motor insurance policy and didn’t offer her a fair market value settlement when her car was found to be a total loss. esu... (3 pages)View decision -
Decision Reference DRN-5957641
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5957641 The complaint Mr M is unhappy with Barclays Bank UK PLC, trading as Barclaycard (‘Barclaycard’) and the service he received from them in relation to issues with his credit card. What happened I issued my provisional findings to both parties setting out why I did not think M... (4 pages)View decision -
Decision Reference DRN-5812910
28 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5812910 The complaint Mr H complains through a representative that Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”) lent to him without carrying out sufficient affordability checks. What happened In August 2016, Moneybarn provided Mr H with a conditional sale agreement for... (3 pages)View decision -
Decision Reference DRN-5938397
28 Nov 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5938397 The complaint Mr B’s complaint is about a Market Value Reduction (‘MVR’) applied by ReAssure Limited (‘RL’) to the value of his pension (invested in a With Profits Fund (‘WPF’) holding) when it was transferred to a new provider in October 2024. He seeks recovery of the MVR ... (9 pages)View decision -
Decision Reference DRN-5794619
28 Nov 2025 Covea Insurance plc Not upheldInsuranceDRN-5794619 The complaint Mr C complains about an increase in the premium for his motor insurance policy with Covea Insurance plc (Covea), following a change of vehicle. References to Covea in this decision include their agents. This decision covers Mr C’s complaint about Covea as the... (3 pages)View decision -
Decision Reference DRN-5905294
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5905294 The complaint Ms D complains that Barclays Bank UK PLC (Barclays) declined to reimburse money that she paid after falling victim to an investment scam that began in April 2022. I was sorry to hear of Ms D’s experience and that she has needed to contact us under these circums... (4 pages)View decision -
Decision Reference DRN-5973824
28 Nov 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5973824 The complaint Ms S and Mr T have complained about that Lloyds Bank General Insurance Limited, trading as Halifax, didn’t deal fairly with the claim they made following a fire at their home. What happened There was a house fire at Ms S’s and Mr T’s home at the end of 2023. Th... (3 pages)View decision -
Decision Reference DRN-5954926
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5954926 The complaint Ms C complains that Barclays Bank UK PLC trading as Tesco Bank refused to accept a promissory note as payment for her debt, failed to return the promissory note to her, terminated her credit agreement and recorded a default on her credit file. What happened Ms ... (3 pages)View decision -
Decision Reference DRN-5957519
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5957519 The complaint Mr C complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this ... (4 pages)View decision
