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-5689649
14 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5689649 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled a claim on his motor insurance policy. What happened Mr S had a hatchback car that had first been registered in about 2008. Mr S had a dashcam in the middle of the car’s dashboard... (3 pages)View decision -
Decision Reference DRN-5574754
14 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5574754 The complaint The estate of Mrs H along with Mr D, Mrs S, Mr J, Miss E, Miss A, Mr F and Miss F (when referring to them as a group I will call them the complainants) complain about the way Aviva Life & Pensions UK Limited (Aviva) handled their request to encash segments ... (6 pages)View decision -
Decision Reference DRN-5692939
14 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5692939 The complaint Mr H complains that a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Mr H under a hire purcha... (4 pages)View decision -
Decision Reference DRN-5648054
14 Aug 2025 First Complete Limited UpheldMortgagesDRN-5648054 The complaint Miss A’s complaint is about mortgage advice she received from First Complete Limited trading as PRIMIS Mortgage Network in December 2025. What happened Miss A had an existing mortgage in 2024 with Lender H, on which the fixed interest rate product was due to en... (4 pages)View decision -
Decision Reference DRN-5554577
14 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5554577 The complaint Mr W complains that PayPal UK Ltd (“PayPal”) hasn’t offered him a refund after he says he fell victim to an investment scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I won’t repeat them in detail again here. ... (3 pages)View decision -
Decision Reference DRN-5596368
14 Aug 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5596368 The complaint Mr R and Miss R complain Ageas Insurance Limited unfairly declined a claim they made on their home insurance policy for damage to their roof, which they thought had been caused by a storm. Whilst Mr R and Miss R are joint policyholders, Miss R has been the main... (3 pages)View decision -
Decision Reference DRN-5539410
14 Aug 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5539410 The complaint Mr and Mrs R complain about AXA Insurance UK Plc’s decision to decline a claim on his home insurance. Both Mr and Mrs R are named policyholders on their AXA policy, so any claim or complaint is brought by them both. But for simplicity, and because most of the i... (4 pages)View decision -
Decision Reference DRN-5586170
14 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5586170 The complaint Miss F is unhappy Lloyds Bank PLC will not refund the money she lost as the result of a scam. Miss F brought her complaint through a representative. For ease of reading, I will refer solely to Miss F in this complaint. What happened As both parties are aware of... (3 pages)View decision -
Decision Reference DRN-5709366
14 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5709366 The complaint Mr C has complained that Lloyds Bank PLC “Lloyds” rejected his claim for money back in relation to an engine he’d bought with his Lloyds debit card What happened The circumstances leading up to this claim aren’t disputed so I’ve only briefly set them out here.... (5 pages)View decision -
Decision Reference DRN-5715265
14 Aug 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5715265 The complaint Miss C complains that Metro Bank PLC trading as RateSetter irresponsibly agreed a loan for her. Miss C has brought her complaint to us via a representative but I will refer to her throughout for simplicity. What happened RateSetter agreed a loan of £6,500 for... (3 pages)View decision
