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 382298 results
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Decision Reference DRN-5644708
25 Jun 2025 Barclays Bank Plc UpheldBanking and PaymentsDRN-5644708 The complaint A company which I’ll call ‘H’ complains that Barclays Bank Plc (trading as Barclaycard) behaved unreasonably when it suspended their account. The complaint is brought on H’s behalf by one of their directors, Mr S. What happened For ease of understanding I’ve ... (6 pages)View decision -
Decision Reference DRN-5473011
25 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5473011 The complaint Mr A complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened On 4 June 2014, Mr A applied for and received a credit card with Aqua. He was given a credit limit of £250 which changed over time as follows: Date Limit increase / decreas... (5 pages)View decision -
Decision Reference DRN-5618603
25 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5618603 The complaint Mr D complains that Aviva Insurance Limited (Aviva) unfairly declined a claim he made on a home emergency insurance policy. What happened Mr D owns a property which he rents out. He held a home emergency insurance policy with Aviva. His tenant reported a plumbi... (2 pages)View decision -
Decision Reference DRN-5602915
25 Jun 2025 Keystone Financial Ltd Not upheldPensions and AnnuitiesDRN-5602915 The complaint Mr M complains that Keystone Financial Ltd had a duty of care to challenge his decision not to transfer his deferred benefits from his Occupational Pension Scheme (OPS). Mr M says he has now lost out on taking tax-free cash and drawing income from a drawdown pl... (4 pages)View decision -
Decision Reference DRN-5327751
25 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5327751 The complaint Mr S believes that a car supplied to him under a hire purchase agreement with Black Horse Limited trading as Jaguar Financial Services (JFS) was of an unsatisfactory quality. When I refer to what Mr S or JFS have said or done, it should also be taken to includ... (5 pages)View decision -
Decision Reference DRN-5643414
25 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5643414 The complaint Mr H complains that Aviva Insurance Limited (Aviva) unfairly declined a claim he made on a legal expenses insurance policy. What happened Mr H held a legal expenses insurance policy with Aviva which covered certain matters relating to his property. Mr H contact... (6 pages)View decision -
Decision Reference DRN-5633455
25 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5633455 The complaint Miss P complains Barclays Bank UK PLC’s IT outage meant she couldn’t go to a pre- arranged event, and this meant she wasn’t paid. What happened There was an IT outage at Barclays, and Miss P says she couldn’t travel to an event she was meant to work at, so sh... (3 pages)View decision -
Decision Reference DRN-5646331
25 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5646331 The complaint Mr I complains about the cancellation of his car insurance policy by Advantage Insurance Company Limited (‘Advantage’). What happened Mr I held a car insurance policy underwritten by Advantage. His policy most recently renewed on 14 August 2023 and was being p... (3 pages)View decision -
Decision Reference DRN-5287191
25 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5287191 The complaint Miss R complains Zopa Bank Limited are unfairly holding her responsible for a £15,000 loan she says she applied for as part of a scam. What happened Miss R fell victim to an investment scam following an advertisement she saw on social media. During the scam, s... (2 pages)View decision -
Decision Reference DRN-5000761
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5000761 The complaint Ms A complains Revolut Ltd didn’t do enough to protect her when she fell victim to an investment scam and that it won’t refund the money she lost as a result. What happened The background to this complaint is well-known to both parties and so I’ll only refer to... (4 pages)View decision
