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 381196 results
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Decision Reference DRN-5651728
1 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5651728 The complaint Mr N complains that a car supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited was of an unsatisfactory quality. What happened In June 2023, Mr N was supplied with a used car through a conditional sale agreement with Moneybarn. The ca... (4 pages)View decision -
Decision Reference DRN-5737521
1 Sep 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5737521 The complaint Mrs B and Mr I complain Tesco Underwriting Limited unfairly declined a theft claim against their home insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reason... (3 pages)View decision -
Decision Reference DRN-5684105
1 Sep 2025 Chubb European Group SE UpheldInsuranceDRN-5684105 The complaint Mrs B is complaining that Chubb European Group SE declined a claim she made on her buildings insurance policy. Mrs B has appointed a solicitor firm to handle aspects of the complaint on her behalf. But for ease of reference, I shall refer to anything said on Mr... (5 pages)View decision -
Decision Reference DRN-5789390
1 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5789390 The complaint Mr D complains that Aviva Life & Pensions UK Limited (‘’) has refused to consider a critical illness claim he made under his personal protection policy, as Aviva contends that Mr D’s policy did not include critical illness cover. What happened Mr D is profe... (8 pages)View decision -
Decision Reference DRN-5409916
1 Sep 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5409916 The complaint Mr C complains Barclays Bank UK Plc (“Barclays”) irresponsibly lent him a loan that caused him foreseeable harm. What happened Mr C applied for a loan with Barclays in April 2024. The application was accepted, and he was provided with a loan for £6,000 over 18... (3 pages)View decision -
Decision Reference DRN-5782743
1 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5782743 The complaint Mr S’ complaint is about a claim he made on his Aviva Insurance Limited legal expenses insurance policy. Mr S says Aviva treated him unfairly. All references to Aviva include their claims handlers. What happened Mr S made a claim on his Aviva legal expenses ins... (5 pages)View decision -
Decision Reference DRN-5781734
1 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5781734 The complaint Mr M complains about the service he received from American Express Services Europe Limited when asking for help to get a refund for a transaction paid on his credit card. What happened In November 2024, Mr M booked flights paying with his American Express cred... (4 pages)View decision -
Decision Reference DRN-5786305
1 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5786305 The complaint Miss D complains about the service she received from American Express Services Europe Limited when she asked for help in getting a refund for a transaction made on her credit card. What happened In November 2024, Miss D purchased a television from a supplier I... (4 pages)View decision -
Decision Reference DRN-5645470
1 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5645470 The complaint Mr A complains about how U K Insurance Limited (UKI) dealt with a claim under his motor insurance policy following an accident, specifically UKI deciding liability for the accident would be split on a 50/50 basis and the time taken to arrive at their decision. ... (4 pages)View decision -
Decision Reference DRN-5542448
1 Sep 2025 Vanguard Asset Management, Ltd Not upheldPensions and AnnuitiesDRN-5542448 The complaint Mr P complains that Vanguard Asset Management Ltd trading as Vanguard (“Vanguard”) treated him unfairly when it changed the charging basis for the pension account that he held with the firm. What happened Mr P held pension savings with Vanguard. At the time he ... (3 pages)View decision
