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 122183 results
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Decision Reference DRN-5135162
20 May 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5135162 The complaint Mr V complains about the administration of a hire agreement he held with Volkswagen Financial Services (UK) Limited (‘VWFS’). Mr V says that he was given incorrect information about settling this agreement and he also received poor customer service. What happe... (3 pages)View decision -
Decision Reference DRN-5572477
20 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5572477 The complaint Mrs R complains about how Aviva Insurance Limited treated her and her husband throughout a claim they made on their motor insurance policy. Reference to Aviva includes its agents. What happened Mrs R held a motor insurance policy with Aviva. Her husband, Mr R w... (4 pages)View decision -
Decision Reference DRN-5552924
20 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5552924 The complaint Mrs B complains that Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) unfairly defaulted her account when she’d made efforts to enter a payment arrangement. Mrs B wants the default to be removed from her credit file. What happened Mrs B complained to... (3 pages)View decision -
Decision Reference DRN-5462164
20 May 2025 Lifestyle Rentals Ltd UpheldConsumer CreditDRN-5462164 The complaint Mr H complains about the customer service he’s received from Lifestyle Rentals Ltd trading as HIYA (Hiya). What happened Mr H has been a customer of Hiya since 2023, most recently holding two hire agreements. This complaint relates to Mr H’s concerns about the... (3 pages)View decision -
Decision Reference DRN-5572506
20 May 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5572506 The complaint Ms B complains that Liverpool Victoria Insurance Company Limited (‘LV’) voided her home insurance policy and didn’t pay her claim. What happened Ms B took out a home insurance policy underwritten by LV in April 2024. The details of how she took out that policy... (4 pages)View decision -
Decision Reference DRN-5554867
20 May 2025 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5554867 The complaint Mr F, as the sole remaining trustee and named beneficiary of the F Trust, complains that Aviva Life & Pensions UK Limited provided inaccurate information about the cost of the life cover within an investment bond held by the F Trust. What happened On the re... (3 pages)View decision -
Decision Reference DRN-5572270
20 May 2025 British Gas Services Limited UpheldInsuranceDRN-5572270 The complaint Mr T complains that British Gas Services Limited gave him incorrect information about his entitlement to an annual service under his home emergency policy. He’s also unhappy about the customer service he received from British Gas. What happened In July 2023, Mr... (4 pages)View decision -
Decision Reference DRN-5571968
20 May 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5571968 The complaint Two charities, which I will collectively refer to as C, complain about the sale of its commercial insurance policy by Arthur J. Gallagher Insurance Brokers Limited (AJG). C has experienced an event that is not covered by the policy it was sold, and considers AJ... (6 pages)View decision -
Decision Reference DRN-5090775
20 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5090775 The complaint Mr and Mrs M complain that Monzo Bank Ltd hasn’t reimbursed the money they’ve lost to a scam. What happened Mr and Mrs M have fallen victim to a purchase scam. They found a vehicle they wanted to buy on a popular online marketplace. The total cost for the vehic... (3 pages)View decision -
Decision Reference DRN-5518932
20 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5518932 The complaint Mr B complains that Tradex Insurance Company PLC (“Tradex”) declined a claim for the loss of his laptop computer under his household insurance policy. What happened Mr B had a household insurance policy with Tradex covering his home and belongings. He had a lap... (3 pages)View decision
