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 388057 results
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Decision Reference DRN-5446600
18 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5446600 The complaint Miss C has complained that Barclays Bank UK Plc, trading as Barclaycard (‘Barclaycard’), unfairly turned down her claims made under provisions of the Consumer Credit Act 1974 (‘the CCA’). What happened On 3 June 2003, Miss C purchased a trial holiday club mem... (5 pages)View decision -
Decision Reference DRN-5693872
18 Jul 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5693872 The complaint Mr S complains Zopa Bank Limited (“Zopa”) irresponsibly lent him a credit card. What happened In October 2023 Mr S applied for a credit card with Zopa. The application was accepted, and he was provided with an initial limit of £600. The credit limit was never ... (3 pages)View decision -
Decision Reference DRN-5616018
18 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5616018 The complaint Mr A complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) caused him to be declined for cover when trying to take out a motor policy with another insurer. He also says they caused delays in dealing with his complaint. What happened Mr A tried to ta... (2 pages)View decision -
Decision Reference DRN-5650799
18 Jul 2025 PIB Risk Services Limited Not upheldInsuranceDRN-5650799 The complaint Mr G and Mr G complain about how PIB Risk Services Limited administered a commercial vehicle insurance policy. What happened Mr G held a commercial vehicle insurance policy arranged and administered by PIB. Mr G was a named driver on that policy. For ease of re... (3 pages)View decision -
Decision Reference DRN-5702368
18 Jul 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5702368 The complaint Mrs C as trustee of the C trust has complained that Aviva Life & Pensions UK Limited (“Aviva”) declined a claim under a life assurance policy. What happened The background to this complaint is well known to the parties so it serves no purpose for me to deta... (2 pages)View decision -
Decision Reference DRN-5650450
18 Jul 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5650450 The complaint Mr K complains that Liverpool Victoria Insurance Company Limited (LV) unfairly declined a claim on his motor insurance policy after his car was damaged in an accident and found to be a total loss. He also complained that LV didn't give him a refund of the ... (2 pages)View decision -
Decision Reference DRN-5053464
18 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5053464 The complaint Ms K and Mr K complain that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) won’t refund the money they lost to an investment scam. To keep things simple, and as Mr K was the one involved in the events leading up to this complaint, I’ll only refer to Mr ... (3 pages)View decision -
Decision Reference DRN-5616583
18 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5616583 The complaint Mr E complains Admiral Insurance (Gibraltar) Limited (Admiral) declined the claim he made under his motor insurance policy and also about the way it has settled the third-party’s claim. What happened The circumstances of this complaint will be well known to bot... (5 pages)View decision -
Decision Reference DRN-5302181
18 Jul 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5302181 The complaint Miss G complains that the car she acquired through STARTLINE MOTOR FINANCE LIMITED (“SMFL”) wasn’t of satisfactory quality. She says she’s experienced a number of faults and now wants to reject the car and cancel the credit agreement. What happened Miss G enter... (4 pages)View decision -
Decision Reference DRN-5468471
18 Jul 2025 PolicyBee Ltd Not upheldInsuranceDRN-5468471 The complaint A limited company, which I will call L, has complained about the actions of its insurance broker, PolicyBee Ltd. Mr C, as director of L, has brought the complaint on L’s behalf. What happened Policy Bee arranged L’s business insurance policy, as its broker. In ... (3 pages)View decision