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 383541 results
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Decision Reference DRN-5577501
3 Jul 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5577501 The complaint Mr I complains that a car supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (SCF) is of unsatisfactory quality. What happened In November 2017, Mr I entered into a conditional sale agreeme... (3 pages)View decision -
Decision Reference DRN-5258681
3 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5258681 The complaint Mr B complains that HSBC UK Bank Plc (“HSBC”) didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr B is represented, but for ease of reading I will refer... (4 pages)View decision -
Decision Reference DRN-5476909
3 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5476909 The complaint Mr J has complained about his car insurer, esure Insurance Limited (Esure). Mr J says that it unfairly declined his claim for accident damage, caused delays and additional damage to his car, which he has since had to dispose of. What happened Mr J was driving ... (3 pages)View decision -
Decision Reference DRN-5520668
3 Jul 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5520668 The complaint Mr and Mrs C complain that Zurich Assurance Ltd has turned down a critical illness claim Mr C made on a personal protection insurance policy. As Mr C brought the complaint to us, for ease, I’ll refer mainly to him. What happened The background to this complaint... (5 pages)View decision -
Decision Reference DRN-5518781
3 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5518781 The complaint Mr F complains Barclays Bank UK PLC trading as Barclaycard (“Barclays”) closed his account and defaulted him after he reached out to a debt management charity for support. What happened Mr F had a credit card with Barclays which had a credit limit of £2,300. M... (3 pages)View decision -
Decision Reference DRN-5661603
3 Jul 2025 Match the Cash Limited Not upheldConsumer CreditDRN-5661603 The complaint Miss W, through a representative, says Match the Cash Limited (MTC), trading as www.Guarantormyloan.co.uk, irresponsibly lent to her. What happened MTC operated the platform for panel lending which led to Miss W being provided with a guarantor loan in November ... (3 pages)View decision -
Decision Reference DRN-5613735
3 Jul 2025 Radcliffe & Company (Life & Pensions) Limited UpheldPensions and AnnuitiesDRN-5613735 The complaint Mr O has complained that Radcliffe & Company (Life & Pensions) Limited charged him fees for annual reviews, but then in some years failed to provide them. Mr O has also complained that he wasn’t provided with appropriate advice about issues relating to ... (8 pages)View decision -
Decision Reference DRN-5612256
3 Jul 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5612256 The complaint Mr L complains about how his insurer, Acromas Insurance Company Limited (Acromas) handled a claim under his motor insurance policy following an accident in which his vehicle was hit whilst parked. Any reference to Acromas in this decision includes their agents... (4 pages)View decision -
Decision Reference DRN-5610730
3 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5610730 The complaint Mrs G is unhappy with the service provided by Aviva Insurance Limited (Aviva) when reporting a claim under her car insurance policy. What happened Mrs G called Aviva to make a claim for damage to her car following an incident in November 2024. Mrs G was referr... (4 pages)View decision -
Decision Reference DRN-5253712
3 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5253712 The complaint Mr M complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money he lost to a cryptocurrency investment scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend on setting these out in detail here. However, ... (5 pages)View decision
