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 120614 results
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Decision Reference DRN-5366042
3 Mar 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5366042 The complaint Mr A complained that his home insurance policy was unfairly cancelled when his insurer Accredited Insurance (Europe) Ltd (“AI”) became aware of a change in circumstances. What happened When Mr A called AI to inform it he wanted to insure a new item under his po... (3 pages)View decision -
Decision Reference DRN-4988492
3 Mar 2025 Bank of Scotland Plc UpheldMortgagesDRN-4988492 The complaint Ms C and Mr F complain that Bank of Scotland plc (BOS) didn’t give enough notice that the fixed interest rate on their mortgage was ending in October 2023. They also complain that it didn’t then help Ms C find a solution to the unaffordable monthly payments whe... (5 pages)View decision -
Decision Reference DRN-5306539
3 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5306539 The complaint Mr M complains about charges Stellantis Financial Services UK Limited, trading as Vauxhall Finance (who I’ll call VF), asked him to pay after he returned a car he had been financing through an agreement with them. What happened Mr M entered into a conditional s... (3 pages)View decision -
Decision Reference DRN-5052496
2 Mar 2025 PSI-Pay Ltd UpheldBanking and PaymentsDRN-5052496 The complaint Mrs R complains that PSI-Pay Ltd (“Pockit”) failed to refund transactions she didn’t recognise. What happened Mrs R explained that she received three payment notifications from Pockit that she didn’t recognise. These payments were for increasingly large amounts... (3 pages)View decision -
Decision Reference DRN-5319038
28 Feb 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5319038 The complaint Ms T complained that Lloyds Bank General Insurance Limited declined her claim and cancelled her policy due to fraud. What happened In January 2024 Ms T suffered storm damage to her property. Ms T raised a claim with Lloyds. She advised them the storm had blown ... (8 pages)View decision -
Decision Reference DRN-5340985
28 Feb 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5340985 The complaint Mr P complains that a car he hired via a credit agreement with Lex Autolease Ltd isn’t fit for purpose. He wants to terminate the agreement without incurring any charges and also be compensated for having to deal with the faulty car. What happened In June 2021 ... (4 pages)View decision -
Decision Reference DRN-4950259
28 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4950259 The complaint Mr K complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost as a result. What happened Mr K was looking for work and had provided his informat... (3 pages)View decision -
Decision Reference DRN-4786892
28 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4786892 The complaint Mrs H and Mrs M complain about Barclays Bank UK PLC. They say that Barclays should refund them for a scam Mrs H fell victim to. Although the account the payments were made from is in joint names, I will refer to Mrs H throughout the decision as it was Mrs H th... (4 pages)View decision -
Decision Reference DRN-5321722
28 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5321722 The complaint Mr P complains that Aviva Insurance Limited increased the excess for his motor insurance policy after he purchased it. He wants it to honour the excess he selected and pay him £700 compensation for his trouble and upset. What happened Mr P said that when he to... (3 pages)View decision -
Decision Reference DRN-5333464
28 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5333464 The complaint Mrs C has complained about her car insurer Admiral Insurance (Gibraltar) Limited. She’s not happy with how it handled her claim or with the value it placed on her car when it decided it was a total loss. What happened Mrs C was involved in an accident. Her car... (4 pages)View decision
