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 124111 results
-
Decision Reference DRN-5671878
5 Sep 2025 J D Williams & Company Limited UpheldConsumer CreditDRN-5671878 The complaint Mr C complains about the outstanding balance of a catalogue account opened in his name with J D Williams & Company Limited. What happened In October 2022, a catalogue account with JD Williams was opened in Mr C’s name. Over the next few months various items... (4 pages)View decision -
Decision Reference DRN-5604747
5 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5604747 The complaint Miss M complains about how Domestic & General Insurance Plc (DGI) handled and settled a claim she made under an appliance insurance policy following a fault with her heater. What happened Miss M held appliance insurance with DGI for an electric storage hea... (4 pages)View decision -
Decision Reference DRN-5481832
5 Sep 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5481832 The complaint Mr S has complained that Ascot Lloyd Limited hasn’t provided him with the ongoing advice service for his self-invested personal pension (‘SIPP’) which he had paid for. What happened Mr S has a SIPP and he had an arrangement with Ascot Lloyd to provide him with... (5 pages)View decision -
Decision Reference DRN-5787485
5 Sep 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5787485 The complaint Miss F complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) misadvised her about the Buy Now Pay Later (“BNPL”) aspect of a loan agreement she took out with them. What happened On 19 November 2022, Miss F took out a f... (3 pages)View decision -
Decision Reference DRN-5698397
5 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5698397 The complaint Ms E is unhappy Monzo Bank Ltd will not refund £17,082.39 that she lost as the result of a scam. Ms E brought her complaint to this service through a representative. For ease of reading, I will refer solely to Ms E in this decision. What happened As both partie... (5 pages)View decision -
Decision Reference DRN-5757591
5 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5757591 The complaint Mrs and Miss B’s complaint is about a claim Miss B made on their Aviva Insurance Limited (‘Aviva’) legal expenses insurance policy. Miss B says Aviva treated her unfairly. All references to Aviva include their claims handlers. What happened The details of this com... (3 pages)View decision -
Decision Reference DRN-5799659
5 Sep 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5799659 The complaint Mr B complains about the quality of a car he got on finance from Secure Trust Bank Plc trading as Moneyway (‘ST’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role ... (9 pages)View decision -
Decision Reference DRN-5754922
5 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5754922 The complaint Mr I complains that Barclays Bank UK PLC (“Barclays”) is holding him liable for four transactions totalling £281 which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. ... (2 pages)View decision -
Decision Reference DRN-5354147
5 Sep 2025 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5354147 The complaint Mr A complains that IT issues within Hargreaves Lansdown Asset Management Limited (‘HL’) prevented him from undertaking time critical trades on his leveraged instruments that then resulted in an avoidable financial loss. Mr A would now like HL to reimburse the ... (5 pages)View decision -
Decision Reference DRN-5303261
5 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5303261 The complaint Mrs G is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mrs G has explained that between March and April 2024 she m... (5 pages)View decision
