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
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Decision Reference DRN-5748560
2 Sep 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5748560 The complaint Miss M complains Shop Direct Finance Company Limited trading as Very (Shop Direct) irresponsibly lent to her because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for her. What happened Miss M opened a catalogue ac... (7 pages)View decision -
Decision Reference DRN-5784084
2 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5784084 The complaint Mr W complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In February 2023, Mr W downloaded what he thought was a dating app onto his phone. The app required a monthly subscription, wh... (4 pages)View decision -
Decision Reference DRN-5744578
1 Sep 2025 UWI Limited UpheldInsuranceDRN-5744578 The complaint Mr and Mrs G have complained about the way UWI Limited have handled their claim under their boiler and home cover policy. What happened The details of what happened are well known to both parties. So, I will just summarise them here. • Mr G called UWI in Novem... (3 pages)View decision -
Decision Reference DRN-5746371
1 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5746371 The complaint Mrs S and Mr W complains that Barclays Bank UK PLC trading as Barclaycard didn’t put both of their names on their joint account statements. What happened In March 2023 Mr W and Mrs S opened a joint account with Barclaycard. In early 2025 Mr W contacted Barclayc... (2 pages)View decision -
Decision Reference DRN-5294975
1 Sep 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5294975 The complaint Mr V complains about a fixed sum loan agreement with Telefonica UK Limited trading as O2. What happened In January 2023, Mr V took out a fixed sum loan agreement with Telefonica to buy a mobile telephone handset. The handset cost around £860 and under the agree... (3 pages)View decision -
Decision Reference DRN-4124220
1 Sep 2025 Phoenix Life CA Limited UpheldInsuranceDRN-4124220 The complaint Mrs C is unhappy, in summary, as she doesn’t think Phoenix Life CA Limited (‘Phoenix Life’) has correctly administered her reviewable whole of life policy that’s held with it. And that the reviewable nature of the policy wasn’t explained to her at the time of s... (8 pages)View decision -
Decision Reference DRN-5790669
1 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5790669 The complaint A company which I will refer to as ‘D’ complains that Barclays Bank UK Plc didn’t reimburse the payments made by a fraudster that it says it didn’t agree to. The complaint is brought on D’s behalf by Mr H and the company is represented by a firm of solicitors.... (5 pages)View decision -
Decision Reference DRN-5258788
1 Sep 2025 JPMorgan Asset Management (UK) Limited UpheldInvestmentsDRN-5258788 The complaint The estate of Mrs M complains JPMorgan Asset Management (UK) Limited (JPMorgan) didn’t do enough to trace Mrs M’s beneficiaries after her distribution payments were unclaimed for some time. The estate of Mrs M is represented in this complaint by Mr M. For simpl... (6 pages)View decision -
Decision Reference DRN-5676636
1 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5676636 The complaint Mr A complains about how esure Insurance Limited (‘esure’) handled a claim made on his car insurance policy including the total loss valuation it placed on his car and a poor standard of communication. What happened In December 2024 Mr A contacted esure to mak... (4 pages)View decision -
Decision Reference DRN-5621593
1 Sep 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5621593 The complaint Mr R and Mrs R complain Acromas Insurance Company Limited (Acromas) unfairly settled Mrs R’s claim on her motor insurance policy after his car was classed as a total loss. And it incorrectly told them the car was able to be inspected by the main dealer. Refere... (4 pages)View decision
