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-5729767
5 Aug 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5729767 The complaint Mr Q has complained about his commercial vehicle insurer Accredited Insurance (Europe) Ltd regarding a claim he made to it in 2023. What happened There was an incident in 2023 in which Mr Q’s vehicle was damaged, he made a claim and AIE took the vehicle for r... (4 pages)View decision -
Decision Reference DRN-5643973
5 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5643973 The complaint Mr M and Mrs M (M) are business partners (the Partnership). The Partnership complains about the decision by Barclays Bank UK PLC to withdraw an overdraft facility and the service received thereafter. What happened The background to this complaint is well-known ... (3 pages)View decision -
Decision Reference DRN-5470096
5 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5470096 The complaint Mrs J complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost as the result of a scam. What happened In August 2024, Mrs J saw an advert online about cryptocurrency trading. She provided her contact details and received a call from an account ma... (5 pages)View decision -
Decision Reference DRN-5654686
5 Aug 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5654686 The complaint Mr S has complained about his home insurer Liverpool Victoria Insurance Company Limited because it declined his storm claim for a damaged garden wall. What happened During a named storm in December 2023, the wall in Mr S’s garden fell into the neighbouring fie... (3 pages)View decision -
Decision Reference DRN-5735001
5 Aug 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5735001 The complaint Mr C has complained about his let property insurer Royal & Sun Alliance Insurance Limited because it wouldn’t accept his property had been maliciously damaged by his tenants. RSA did agree to consider some damage as accidental, but said it would apply an ex... (4 pages)View decision -
Decision Reference DRN-5734751
4 Aug 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5734751 The complaint Mr H, through a representative, says Loans 2 Go Limited irresponsibly lent to him. What happened Mr H took out a loan for £500 over 18 months from Loans 2 Go on 17 May 2022. The weekly repayments were £102.78. He says Loans 2 Go did not do enough checks at the... (3 pages)View decision -
Decision Reference DRN-5734050
4 Aug 2025 Fairscore Ltd UpheldConsumer CreditDRN-5734050 The complaint Mr J says Fairscore Ltd, trading as Updraft, irresponsibly lent to him. What happened Mr J took out four loans from Updraft as set out below. loandate valueterm monthly repayment 1 Nov-22£8,00060 months £197.40 2 Jun-23£4,00024 months £199.03 3 Dec-23£4,00024 m... (3 pages)View decision -
Decision Reference DRN-5631741
4 Aug 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5631741 The complaint Mr S has complained about Metro Bank Limited’s (“Metro Bank”) handling of a request to transfer an ISA to another provider. What happened On 30 July 2024, Mr S applied to transfer his Metro Bank ISA to another provider. On 7 August 2024, Mr S says he received a... (5 pages)View decision -
Decision Reference DRN-5731091
4 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5731091 The complaint Mr M complains that a vehicle he acquired via a hire purchase agreement with CA Auto Finance UK Ltd wasn’t of satisfactory quality. What happened In August 2023 Mr M acquired a used vehicle via a 58-month hire purchase agreement with CA Auto Finance. The vehicl... (4 pages)View decision -
Decision Reference DRN-5734286
4 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5734286 The complaint Mr H says HSBC UK Bank Plc (HSBC) were wrong to report missed payments to his credit file and haven’t enabled him to change the address they hold for him. What happened I issued a provisional decision on this complaint in July 2025. An extract from that provisi... (3 pages)View decision
