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 392389 results
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Decision Reference DRN-5948715
26 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5948715 The complaint Miss K complains about how Revolut Ltd handled her claim. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum formality. Miss K paid fo... (2 pages)View decision -
Decision Reference DRN-5784698
26 Nov 2025 esure Insurance Limited Not upheldInsuranceDRN-5784698 The complaint Mr L has complained about how esure Insurance Limited trading as Sheilas' Wheels (esure) dealt with a claim under a home insurance policy. What happened Mr L made a claim for a stolen bike. esure accepted the claim and said it would appoint a supplier who... (4 pages)View decision -
Decision Reference DRN-5978956
26 Nov 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5978956 The complaint Mr S is unhappy with how Admiral Financial Services Limited, trading as Admiral Money (‘Admiral’) have engaged with him about his fixed sum loan agreement. What happened Mr S arranged his loan in August 2019 for £7,000 over 60 months with a monthly payment of £... (4 pages)View decision -
Decision Reference DRN-5386609
26 Nov 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5386609 The complaint Mrs K complains that New Wave Capital Limited, trading as Capital on Tap, (CoT) are pursuing her unfairly under a personal guarantee. Mr K has conducted this complaint on Mrs K’s behalf. What happened Mr K has told us that: • Mrs K was the director of a limi... (4 pages)View decision -
Decision Reference DRN-5978970
26 Nov 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5978970 The complaint Mr R complains that a car that was supplied to him under a credit agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr R under a personal contract purchase agreement that he electronically signed ... (3 pages)View decision -
Decision Reference DRN-5964851
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5964851 The complaint Mr P complains that Barclays Bank UK PLC won’t refund him the money he lost in an investment scam. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t set them out in detail here. Instead, I’ve summarised what... (3 pages)View decision -
Decision Reference DRN-5859850
26 Nov 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5859850 The complaint Miss H says Watford Insurance Company Europe Limited wrongly declined a claim she made on her motor insurance policy after an accident. What happened Miss H says that on 29 June 2024 at around 2am she swerved her vehicle to avoid a cat and collided with a tree.... (4 pages)View decision -
Decision Reference DRN-5921848
26 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5921848 The complaint Mr D complains that the loan issued to him by Lendable Ltd was mis-sold. What happened Mr D applied for a loan in August 2022. He said that the loan was taken out over the phone, and he was told he couldn’t have a 60-month loan and instead could have a 36-month... (2 pages)View decision -
Decision Reference DRN-5948214
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5948214 The complaint Miss L complains that Barclays Bank UK PLC reduced her credit limit. What happened Miss L hold a credit card with Barclays. On 24 June 2025 Barclays advised Miss L that her credit limit was being reduced from £6700 to £1200 as a result of information received f... (2 pages)View decision -
Decision Reference DRN-5831838
26 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5831838 The complaint Miss B has complained that Inter Partner Assistance SA declined a claim she made on a travel insurance policy. What happened Miss B originally took out the annual policy in May 2022 and it auto-renewed in May 2023. She was due to go on a trip abroad in March 2... (4 pages)View decision