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 380824 results
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Decision Reference DRN-5699623
19 Aug 2025 The Original Holloway Friendly Society Limited Not upheldInsuranceDRN-5699623 The complaint Mr G complains that The Original Holloway Friendly Society Limited has turned down an income protection claim he made on a personal income protection insurance policy. Mr G’s complaint has been brought by his representative. But for ease of reference, I’ll ref... (5 pages)View decision -
Decision Reference DRN-5698060
19 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5698060 The complaint Mr N complains about the price charged by Liverpool Victoria Insurance Company Limited (“LV”) to renew his home insurance policy. What happened Mr N bought his home in 2023 and was made aware of an issue relating to subsidence which affected his home. Mr N rec... (3 pages)View decision -
Decision Reference DRN-5131561
19 Aug 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5131561 The complaint A company, which I’ll refer to as C, complains that Barclays Bank Plc trading as Barclaycard (Barclays), failed to notify it of two chargeback claims, which meant it was denied the opportunity to present evidence in rebuttal. In bringing this complaint, C is r... (4 pages)View decision -
Decision Reference DRN-5585588
19 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5585588 The complaint Mr M has complained that U K Insurance Limited (UKI) unfairly recorded a claim on his policy. What happened Mr M contacted UKI following damage to a roof at his home. He discussed what happened with UKI and was told it wasn’t covered by the policy. Mr M was th... (2 pages)View decision -
Decision Reference DRN-5696320
19 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5696320 The complaint Miss J has complained about the quality of the fitting of flooring, paid for using her HSBC UK Bank Plc trading as first direct credit card. What happened In January 2024, Miss J bought new flooring, the cost of which included fitting. She paid two instalments ... (3 pages)View decision -
Decision Reference DRN-5353444
19 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5353444 The complaint Miss T is unhappy with how Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS) treated her when she got into financial difficulty in relation to a car financed under a hire purchase agreement. What happened In July 2021 Miss T w... (4 pages)View decision -
Decision Reference DRN-5757387
19 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5757387 The complaint Mrs W complains that NewDay Ltd rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In August 2024 Mrs W booked a rental holiday cottage at a cost of £1,789.20 using her NewDay credit card. She booked it through a host website w... (3 pages)View decision -
Decision Reference DRN-5745716
19 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5745716 The complaint Mr H complained that Volkswagen Financial Services (UK) Limited (VWFS), trading as Audi Financial Services (AFS), failed to adequately support him financially when he ended his finance agreement. He would like payments he made between January 2020 to October 20... (4 pages)View decision -
Decision Reference DRN-5755246
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5755246 The complaint Mr B complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr B says he fell victim to a scam, after seeing an advert on social media. He complained to Revolut about this in 2023, as he made payments... (2 pages)View decision -
Decision Reference DRN-5434226
19 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5434226 The complaint Ms P complains that Santander UK Plc failed to protect her at a time she was falling victim to a scam, and that it hasn’t reimbursed her loss since that scam was reported. What happened The background to this complaint is well-known to all parties and so I’ll o... (3 pages)View decision
