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 364862 results
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Decision Reference DRN-5241708
13 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5241708 The complaint Mr N complains that Aviva Insurance Limited (“Aviva”) didn’t update him on a claim he made on his home insurance policy. What happened Mr N contacted Aviva to make a claim in October 2023 after noticing damp in one of his bedrooms. After carrying out an inspec... (3 pages)View decision -
Decision Reference DRN-5219184
13 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5219184 The complaint Mrs and Mr W complain about the way in which Aviva Insurance Limited handled and settled a claim they made under their home emergency policy following a leaking kitchen tap. They are also unhappy with the service they received after reporting their claim. What... (4 pages)View decision -
Decision Reference DRN-5213908
13 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5213908 Complaint Mr R has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In June 2022, Aqua provided Mr R with a credit card which h... (3 pages)View decision -
Decision Reference DRN-5201017
13 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5201017 Complaint Mr E has complained about a credit card Vanquis Bank Limited (trading as “Vanquis”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsible to lend to him. Background In January 2019, Vanquis provided Mr E with a c... (3 pages)View decision -
Decision Reference DRN-5253430
13 Jan 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5253430 Complaint Ms T complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance (“Barclays PF”)) unfairly entered into a conditional-sale agreement with her. She’s said the agreement was unaffordable for her. Ms T is being represented by a Claims Ma... (3 pages)View decision -
Decision Reference DRN-5249961
13 Jan 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5249961 Complaint Mr H complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time and so he shouldn’t have been lent ... (3 pages)View decision -
Decision Reference DRN-5252789
13 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5252789 Complaint Mrs N has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to her. She says the credit card was irresponsibly provided as it was unaffordable. Background Capital One provided Mrs N with a credit card with a limit of £200 in July 201... (3 pages)View decision -
Decision Reference DRN-5222192
12 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5222192 The complaint Mr and Mrs M complain about Lloyds Bank General Insurance Limited’s (“Lloyds”) handling of their claim for a damaged patio door following a burglary, under their home buildings insurance policy. I’ll refer to Mr M in my decision for ease. What happened Mr M’s p... (3 pages)View decision -
Decision Reference DRN-4877587
12 Jan 2025 Barclays Bank UK PLC UpheldInvestmentsDRN-4877587 The complaint Mrs F complains about how Barclays Bank Plc handled the transfer of her stocks and shares ISA. What happened Mrs F held an existing stocks and shares ISA with another business. I’ll call that business the ‘transferor’ and refer to the ISA as an ‘investment ISA’... (4 pages)View decision -
Decision Reference DRN-4877553
12 Jan 2025 Barclays Bank UK PLC UpheldInvestmentsDRN-4877553 The complaint Mr F complains about how Barclays Bank Plc handled the transfer of his stocks and shares ISA. What happened Mr F held an existing stocks and shares ISA with another business. I’ll call that business the ‘transferor’ and refer to the ISA as an ‘investment ISA’ f... (4 pages)View decision
