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 4790 results
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Decision Reference DRN4238106
10 Dec 2015 First Central Insurance Management Ltd Not upheldInsurance (excluding PPI)Mr U complains that First Central Insurance Management Limited dealt badly with a claim he made on his motor insurance policy. backgroundMr U’s car was written-off following an incident at the end of June 2014. First Central didn’t pay him for it until March 2015. M... (2 pages)View decision -
Decision Reference DRN-3111233
21 Oct 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3111233 The complaint Mr S and Miss S complain that Santander UK Plc won’t refund money they lost to an investment scam. As Miss S had most of the dealings with Santander, for ease of reading, I’ll refer to her alone in this decision. What happened Miss S came across the merchant Black... (2 pages)View decision -
Decision Reference DRN5637844
25 Jun 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr G has complained that his car insurer, Aviva Insurance Limited passed his information to third parties without his permission. Mr G called Aviva to tell it about an incident in September 2017.backgroundMr G bought a car insurance policy with Aviva. In September 201... (2 pages)View decision -
Decision Reference DRN4274472
25 Jan 2017 Red Sands Insurance Company (Europe) Limited UpheldInsurance (excluding PPI)Mr J complains about how Red Sands Insurance Company (Europe) Limited dealt with his claim under his pet insurance policy.My references to Red Sands include its agents.backgroundSadly Mr J’s dog passed away. He made a claim against his pet insurance for her death and... (2 pages)View decision -
Decision Reference DRN-5580896
23 May 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5580896 The complaint Mr L is complaining about the quality of a vehicle supplied to him by Creation Consumer Finance Ltd (Creation). A representative has assisted Mr L with his complaint, but I’ll refer to Mr L throughout my decision for simplicity. What happened In November 2023, ... (4 pages)View decision -
Decision Reference DRN-2919974
25 Nov 2021 Barclays Bank UK PLC UpheldConsumer CreditDRN-2919974 The complaint Mrs S complains that Barclays Bank UK PLC unfairly closed her loan and recorded a default on her credit file despite making regular monthly payments. What happened Mrs S successfully applied for a loan with Barclays in 2013. In December 2016 Mrs S experienced diff... (2 pages)View decision -
Decision Reference DRN1092090
14 May 2015 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G complains about the valuation that Admiral Insurance Company Limited placed on his car and the level of service it provided under his motor insurance policy following a claim. He seeks a settlement that will allow him to purchase an equivalent car to his own. backg... (2 pages)View decision -
Decision Reference DRN8063383
4 Sep 2019 NewDay Ltd Not upheldBanking and creditComplaintMr S complains that NewDay Ltd pursued him for a debt he says he didn’t recognise and then failed to explain what it was for. BackgroundIn May 2017 an application was made in Mr S’s name for an Amazon credit card. The Amazon credit card is issued and administered by NewDay Ltd. A ... (2 pages)View decision -
Decision Reference DRN2290309
24 Mar 2016 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H has complained that Admiral Insurance Company Limited refused to pay his motor insurance claim.backgroundOn 2 April 2011 Mr H told Admiral the interior of his car had been stolen. He said he’d left his car at work overnight and when he went back to it he n... (2 pages)View decision -
Decision Reference DRN7486012
28 Aug 2015 Barclays Bank Plc Not upheldBanking and creditU is a limited company and its complaint is brought by its representative Mr K. Mr K complains that Barclays Bank PLC (trading as Barclaycard) unfairly closed U’s merchant services facility and held back money in U’s account.backgroundU took card payments through it... (2 pages)View decision