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 121115 results
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Decision Reference DRN-5260019
1 Aug 2025 AXA Insurance UK Plc UpheldInsuranceThe complaint Mr H complains that AXA Insurance UK Plc declined his home insurance claim for a damaged ring. Mr H is the sole policyholder. He is represented in this complaint by his wife but for ease of reference I’ll just refer to Mr H. My references to AXA include its agents. What happe... (3 pages)View decision -
Decision Reference DRN-5378019
17 Jun 2025 First Response Finance Ltd UpheldConsumer CreditThe complaint Miss J is unhappy that a car supplied to her under a hire purchase agreement with First Response Finance Ltd (First Response) was of an unsatisfactory quality. When I refer to what Miss J has said and what First Response have said, it should also be taken to include things sa... (6 pages)View decision -
Decision Reference DRN-5601663
13 Jun 2025 Oakbrook Finance Limited UpheldBanking and PaymentsThe complaint Mr R, who is represented by a third party, complains that Oakbrook Finance Limited, trading as Likely Loans (‘Likely Loans’), was irresponsible in providing him with five loans. What happened Mr R was provided with five fixed sum loan agreements between September 2020 and Mar... (5 pages)View decision -
Decision Reference DRN-5504581
10 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsThe complaint Mr S complains that Metro Bank Plc trading as Ratesetter (Metro) didn’t sufficiently check whether he could sustain the repayments before they agreed to lend to him. What happened In October 2023 Mr S entered into a Fixed Sum loan agreement with Metro for £12,000. After inter... (3 pages)View decision -
Decision Reference DRN-5595447
3 Jun 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5595447 The complaint Mr H complains in his capacity as Director of a limited company, which I’ll refer to as “T”, about the way Watford Insurance Company Europe Limited (“Watford Insurance”) has dealt with a claim made under T’s fleet policy. Any reference to Watford Insurance in t... (5 pages)View decision -
Decision Reference DRN-5178591
3 Jun 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5178591 The complaint Mr M has complained that Aviva Life & Pensions UK Limited (Aviva) hasn’t applied contributions to his personal pension plan (PPP) properly and that the number of units he holds in his plan is incorrect. What happened The investigator who considered this mat... (9 pages)View decision -
Decision Reference DRN-5592764
3 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5592764 The complaint Mr S complains Barclays Bank UK PLC (“Barclays”) closed his account without notice nor explanation. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting out some ... (3 pages)View decision -
Decision Reference DRN-5108848
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5108848 The complaint Ms M is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. The complaint is brought on Ms M’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat everything h... (13 pages)View decision -
Decision Reference DRN-5601057
3 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5601057 The complaint Mr A and Miss A complain Nationwide Building Society (“Nationwide”) closed their savings account after asking erroneously for a third person - who wasn’t an account holder, nor did they exist - to provide ID. Mr A and Miss A says Nationwide’s actions have caused... (3 pages)View decision -
Decision Reference DRN-5600188
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5600188 The complaint Mr W complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr W has explained that in April to May 2023 he... (9 pages)View decision
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