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 123872 results
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Decision Reference DRN-5715298
6 Aug 2025 Willson Grange Limited UpheldInvestmentsDRN-5715298 The complaint Mr T has complained about the investment advice he received from Willson Grange Limited (‘WG’). His complaint details the administration, lack of monitoring of his investment and management of the account, failure to take client instruction, misleading report o... (19 pages)View decision -
Decision Reference DRN-5736995
6 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5736995 The complaint Mr and Mrs H complain because Aviva Insurance Limited (‘Aviva’) hasn’t paid a claim under their travel insurance policy. All references to Aviva include the agents appointed to handle claims and complaints on its behalf, including the assistance company which M... (4 pages)View decision -
Decision Reference DRN-5736873
5 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5736873 The complaint Mrs K complaints that NewDay Ltd trading as Aqua gave her a credit card and limit increase which she couldn’t afford to repay. What happened In June 2021 Aqua gave Mrs K a credit card with a £1,200 limit. In October 2021 Aqua increased the limit to £2,450. Mrs ... (4 pages)View decision -
Decision Reference DRN-5613509
5 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5613509 The complaint Ms O complains about the treatment she received from Barclays Bank UK PLC trading as Barclaycard. What happened Ms O is a customer of Barclaycard. On 10 April 2025, she used Barclaycard’s live chat facility to ask about her statement cut-off date. Ms O found it... (3 pages)View decision -
Decision Reference DRN-5737346
5 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5737346 The complaint Mr H complains that Revolut Ltd won’t refund in full the money he lost when he fell victim to a scam. What happened Mr H was looking to apply for a loan through a broker’s website. He received a call from an individual purporting to be from a lender “E”, and t... (4 pages)View decision -
Decision Reference DRN-5732936
5 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5732936 The complaint Mr B has complained that a car he acquired using a hire-purchase agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (“BMWFS”) was misrepresented to him, in that he was not told about its salvage history. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-5724414
5 Aug 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5724414 The complaint Miss C complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) created a situation where her loan account was unfairly defaulted. Miss C also complains about how her account and her complaint was handled. Miss C wants ... (6 pages)View decision -
Decision Reference DRN-5576600
5 Aug 2025 Secure Trust Bank Plc UpheldBanking and PaymentsDRN-5576600 The complaint Mr B is unhappy with Secure Trust Bank Plc. Mr B said he gave specific instructions to Secure Trust around the dates he wanted it to take action on the ISA transfer. He said his requests were not followed. Mr B was unhappy about missing out on one day’s interes... (7 pages)View decision -
Decision Reference DRN-5689433
5 Aug 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5689433 The complaint Miss L complains about the compensation that Moneybarn No. 1 Limited had paid her for mis-selling a conditional sale agreement to her. What happened A used car was supplied to Miss L under a conditional sale agreement with Moneybarn that she electronically sign... (2 pages)View decision -
Decision Reference DRN-5724333
5 Aug 2025 Covea Insurance plc UpheldInsuranceDRN-5724333 The complaint R complains about how Covea Insurance plc handled a claim for a broken windscreen made on its commercial vehicle insurance policy. Reference to Covea includes its agents. What happened R held a commercial vehicle insurance policy with Covea. When the windscreen... (4 pages)View decision
