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 121876 results
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Decision Reference DRN-5558709
15 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5558709 The complaint Mr J says that Barclays Bank UK PLC were wrong to recall direct debit payments. He says that led him to incur interest and charges for late payment of his credit card bill. What happened The details of this complaint are well known to both parties, so I won’t r... (2 pages)View decision -
Decision Reference DRN-5561401
15 May 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5561401 The complaint Mrs T complains about Aviva Life & Pensions UK Limited, referred to as “Aviva”. In summary, she says she’s unhappy about Aviva’s decision to refuse her request to top up her single life reviewable whole of life (WOL) policy – referred to as “the Policy” – ... (9 pages)View decision -
Decision Reference DRN-5561477
15 May 2025 I Go 4 Ltd. UpheldInsuranceDRN-5561477 The complaint Mrs A complains that I Go 4 Ltd (“IGo4”) charged her unfairly when she cancelled her motor insurance policy. What happened Mrs A agreed an insurance policy online through IGo4 acting as an insurance broker. She paid the annual premium upfront. Mrs A made an er... (3 pages)View decision -
Decision Reference DRN-5515219
15 May 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5515219 The complaint Mr F complains Capquest Debt Recovery Limited gave him incorrect information about his debt. What happened Mr F had an outstanding debt with Capquest for an overdraft accrued with a bank who I’ll refer to as T. The debt became Scottish statute barred – which m... (2 pages)View decision -
Decision Reference DRN-5560594
15 May 2025 Black Horse Limited UpheldConsumer CreditDRN-5560594 The complaint Mr W complains that a car acquired under a hire purchase agreement with Black Horse Limited wasn’t as described. What happened The parties are familiar with the background of this complaint so I will only summarise what happened briefly here. In November 2017... (5 pages)View decision -
Decision Reference DRN-5503882
15 May 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5503882 The complaint Mr M has complained about the way Tesco Underwriting Limited settled a claim he made under a home insurance policy he shares with Mrs M. What happened Mr M reported an escape of water (EOW) from a kitchen appliance in November 2023. He made a claim for damage t... (2 pages)View decision -
Decision Reference DRN-5559539
15 May 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5559539 The complaint Mrs C’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Hitachi Capital, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as a... (17 pages)View decision -
Decision Reference DRN-4997139
15 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4997139 The complaint Mr S is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a cryptocurrency investment scam. What happened The circumstances of the scam are known to both parties so I won’t go into detail here. In short, around May 2023 Mr S f... (11 pages)View decision -
Decision Reference DRN-5441593
15 May 2025 Vitality Life Limited UpheldInsuranceDRN-5441593 The complaint Mr J complained that Vitality Life Limited declined a claim on his life and serious illness policy. What happened Mr J took out a life and serious illness policy with Vitality in May 2017. In 2020, Mr J unfortunately lost his job. Due to ill health, Mr J raised... (3 pages)View decision -
Decision Reference DRN-5560481
15 May 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5560481 The complaint Ms O complained that Advantage Insurance Company Limited (“Advantage”) inflated its repair costs, which delayed her car being fixed, under her motor insurance policy. What happened Ms O’s car was damaged in an accident on 19 February 2024. She contacted Advant... (4 pages)View decision
