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-5700845
22 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5700845 The complaint Mrs M has complained about the way U K Insurance Limited intends to settle a claim she made for storm damage under a home insurance policy she shares jointly with Mr M. For ease, I’ve referred to Mrs M in my decision as the lead complainant on behalf of Mr and ... (4 pages)View decision -
Decision Reference DRN-5559048
21 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5559048 The complaint Mr O complains that the car he acquired through Moneybarn No. 1 Limited (“Moneybarn”) wasn’t of satisfactory quality. He wants to reject the car and have the credit agreement cancelled. What happened Mr O entered into a conditional sale agreement in August 2023... (4 pages)View decision -
Decision Reference DRN-5645033
21 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5645033 The complaint Mr A complains that Barclays Bank UK PLC trading as Barclaycard suspended his credit card and failed to reply to his request for a paydown plan. What happened Mr A holds a credit card account with Barclays. In or around 3 January 2025 Barclays suspended Mr A’s ... (2 pages)View decision -
Decision Reference DRN-5649383
21 Jul 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5649383 The complaint Mr G complains about the sale of a car finance agreement he took out with Volvo Car Financial Services UK Limited (‘VF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects m... (7 pages)View decision -
Decision Reference DRN-5690795
21 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5690795 The complaint Mr and Mrs L‘s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (19 pages)View decision -
Decision Reference DRN-5529115
21 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5529115 The complaint Mr and Mrs D complain about the decision of Aviva Insurance Limited (‘Aviva’) to not indemnify them for damp issues at their property under an existing buildings insurance claim. Some of Mr and Mrs D’s dissatisfaction arises from the actions of Aviva’s appointe... (3 pages)View decision -
Decision Reference DRN-5688703
21 Jul 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5688703 The complaint Mr J has complained about the delays in setting up an NS&I savings account within his Self- Invested Personal Pension (‘SIPP’). Mr J has stated that had Westerby Trustee Services Limited trading as Westerby The Pension Specialist (‘Westerby’) acted appropri... (4 pages)View decision -
Decision Reference DRN-5699605
21 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5699605 The complaint B, a limited company, complains that Lloyds Bank Plc won’t reimburse them for funds they lost when they were defrauded. What happened The facts of this case are well known to both parties, and largely not in dispute. So, I will cover them off only briefly here... (4 pages)View decision -
Decision Reference DRN-5704133
21 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5704133 The complaint Ms B complains about the handling of her car insurance claim by Aviva Insurance Limited and the delay to settling it. What happened In February 2023, Ms B’s car was involved in an accident with another vehicle. She submitted a claim to Aviva. Aviva contacted th... (7 pages)View decision -
Decision Reference DRN-5536804
21 Jul 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-5536804 The complaint Ms K complains that Quai Investment Services Limited trading as Intelligent Money (“Quai”) failed to carry out administrative activities on her pension in a timely manner. Specifically she complains that income payments she had requested were delayed, and that ... (5 pages)View decision
