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 381195 results
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Decision Reference DRN-5724146
18 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5724146 The complaint Miss R complains that Capital One (Europe) plc lent to her irresponsibly when it opened a credit card account for her and when it increased her credit limit, as they were unaffordable for her. What happened Miss R applied for a credit card account with Capital ... (3 pages)View decision -
Decision Reference DRN-5694670
18 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5694670 The complaint Mrs B complains that esure Insurance Limited unfairly declined a claim she made under her home insurance policy. Esure is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As esure has accepted it is acc... (5 pages)View decision -
Decision Reference DRN-5707287
18 Sep 2025 Killik & Co LLP Not upheldPensions and AnnuitiesDRN-5707287 The complaint Mr H has complained about the level of fees charged by Killik & Co LLP trading as Killik & Co (‘Killik’). Mr H self-invested with Killik from 2020 within his self-invested personal pension (‘SIPP’) and only became aware of the trading costs he had paid ... (4 pages)View decision -
Decision Reference DRN-5634984
18 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5634984 The complaint Mr R complain that British Gas Insurance Limited’s engineers failed to correctly diagnose a problem with his boiler following a claim on his home emergency insurance. What happened On 26 January 2025, Mr R called British Gas and said his boiler had broken down.... (3 pages)View decision -
Decision Reference DRN-5741142
18 Sep 2025 2 Plan Wealth Management Limited Not upheldPensions and AnnuitiesDRN-5741142 The complaint Mrs S engaged the services of 2 Plan Wealth Management Limited (‘2 Plan’) on 12 September 2023. She says she wanted advice on investing in her Individual Savings Account (‘ISA’) and in her General Investment Account (‘GIA’). 2 Plan says she also wanted advice o... (8 pages)View decision -
Decision Reference DRN-5652901
18 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5652901 The complaint Mr W has complained that Aviva Insurance Limited has added an exclusion to a private medical insurance policy. What happened Mr W took out the policy in December 2023 on a fully medically underwritten basis. At that time Aviva added an exclusion for a spraine... (2 pages)View decision -
Decision Reference DRN-5198956
18 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5198956 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services(GB) Limited trading as BMW Financial Services (BMWFS) was of unsatisfactory quality, and that as part of the remedy for this, his second agreement was misrepr... (5 pages)View decision -
Decision Reference DRN-5772420
18 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5772420 The complaint Mr T complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the limit. What happened Mr T applied for a Marbles credit card in June 2016. In his application, Mr T said he had an income o... (3 pages)View decision -
Decision Reference DRN-5637092
18 Sep 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5637092 The complaint Mr D complains that a car supplied to him under a personal contract purchase (PCP) agreement with CA AUTO FINANCE UK LTD (CAF) is of unsatisfactory quality. Mr D also explained he wouldn’t have bought the car if he’d known of its pre-sale history. As a note, Mr... (5 pages)View decision -
Decision Reference DRN-5469492
18 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5469492 The complaint Ms B and Mr W complain that Lloyds Bank PLC (“Lloyds”) haven’t protected them from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr W has explained tha... (2 pages)View decision
