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 128535 results
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Decision Reference DRN-5376281
7 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5376281 The complaint Mr H and Mrs H complain that when they paid off their mortgage with Barclays Bank UK PLC before the end of the term, Barclays said they must clear the balance of the Mortgage Current Account too, and marked their credit files when they weren’t able to pay right... (6 pages)View decision -
Decision Reference DRN-5379317
7 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5379317 The complaint Mr M has complained about the way in which Aviva Insurance Limited (‘Aviva’) handled his claim for boiler break-down under his boiler insurance policy. For the avoidance of doubt, the term Aviva includes reference to its agents, contractors, and technicians for... (6 pages)View decision -
Decision Reference DRN-5331341
7 Mar 2025 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-5331341 The complaint Mr J’s complaint is, in essence, that Tandem Personal Loans Ltd 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (21 pages)View decision -
Decision Reference DRN-5331329
7 Mar 2025 Honeycomb Finance Limited UpheldConsumer CreditDRN-5331329 The complaint Mr J’s complaint is, in essence, that Honeycomb Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decid... (24 pages)View decision -
Decision Reference DRN-5331347
7 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5331347 The complaint Mr J and Miss S’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 ... (27 pages)View decision -
Decision Reference DRN-5272461
7 Mar 2025 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-5272461 The complaint Mrs B says an Appointed Representative (‘AR’) of Quilter Financial Services Ltd (‘Quilter’) gave her unsuitable investment advice (a fund switch) for her pension in 2021. Quilter disputes the complaint. It says the advice was suitable, mainly because her previo... (8 pages)View decision -
Decision Reference DRN-5328219
7 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5328219 The complaint Ms P complains that AXA Insurance UK Plc (“AXA”) should pay her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in 2013. For the year from March 20... (4 pages)View decision -
Decision Reference DRN-5297444
7 Mar 2025 AXA Insurance Designated Activity Company UpheldInsuranceDRN-5297444 The complaint Miss S is unhappy with how AXA Insurance Designated Activity Company (AXA) settled a third-party claim against her car insurance policy. What happened Miss S had a car insurance policy with AXA and added a named driver to the policy. In May 2019, the named driv... (3 pages)View decision -
Decision Reference DRN-4934489
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4934489 The complaint Mr H is unhappy that Revolut Ltd (“Revolut”) didn’t reimburse him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here, but in summary, I understand it to be as follow... (10 pages)View decision -
Decision Reference DRN-5360851
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5360851 The complaint Mr E is complaining that Revolut Ltd (Revolut) hasn’t agreed to reimburse him for funds he lost to a scam. Mr E has brought his complaint through a professional representative. But for ease I’ll mainly refer to Mr E in my provisional decision. What happened The... (13 pages)View decision