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 381196 results
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Decision Reference DRN-5702279
22 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5702279 The complaint Mrs A complains that Revolut Ltd hasn’t refunded unauthorised transactions on her account. What happened In February 2024, Mrs A was contacted by an individual about an employment opportunity. Mrs A was told she needed to make some payments as part of this oppo... (4 pages)View decision -
Decision Reference DRN-5706510
22 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5706510 The complaint Mr C says NewDay Ltd trading as Aqua (‘NewDay’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that his financial situation was poor when the card was started, and New... (4 pages)View decision -
Decision Reference DRN-5677420
22 Jul 2025 ITC Compliance Limited Not upheldInsuranceDRN-5677420 The complaint Miss Y is complaining Itc Compliance Limited (‘Itc’) mis-sold her a Guaranteed Asset Protection (‘GAP’) insurance policy. What happened In October 2023 Miss Y bought a GAP insurance policy after buying a car. In August 2024 she complained the policy was mis-sol... (2 pages)View decision -
Decision Reference DRN-5630167
22 Jul 2025 Investec Wealth & Investment Limited UpheldPensions and AnnuitiesDRN-5630167 The complaint Mrs M has complained that advice from Investec Wealth & Investment Limited relating to a pension policy caused her to suffer tax charges unnecessarily, and it failed to resolve these tax related issues in a timely manner. What happened I have previously is... (8 pages)View decision -
Decision Reference DRN-5605166
22 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5605166 Complaint Mrs E has complained about a credit card MBNA Limited (“MBNA”) provided to her. She says that the card was provided to her despite her existing high debt levels and clear difficulty. Background MBNA provided Mrs E with a credit card with a limit of £12,000.00 in J... (3 pages)View decision -
Decision Reference DRN-5118086
22 Jul 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5118086 The complaint Mrs C complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) misrepresented the terms of her hire purchase agreement. She also complains she was pressured into signing the agreement. What happened In May 2024 Mrs C ... (4 pages)View decision -
Decision Reference DRN-5704285
22 Jul 2025 AWP P&C S.A. Not upheldInsuranceDRN-5704285 The complaint Mr and Mrs K complain that AWP P&C S.A. has turned down a cancellation claim they made on a travel insurance policy. What happened Mr and Mrs K hold travel insurance as a benefit of a packaged bank account. Mr and Mrs K and their children, Master K and Miss... (4 pages)View decision -
Decision Reference DRN-5491493
22 Jul 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5491493 Complaint Mr R complains that First Response Finance Limited (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said he shouldn’t have been lent to given his previous credit history and he was struggling with a gambling addiction. Background I... (5 pages)View decision -
Decision Reference DRN-5607114
22 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5607114 The complaint Mr J complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the increased renewal premium on his multi-cover insurance policy. Mr J also complains about AIL’s decision to apply a discount only after he contacted them, as well as the service provided ... (4 pages)View decision -
Decision Reference DRN-5654359
22 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5654359 The complaint Mr L complains Barclays Bank UK PLC trading as Tesco Bank (Tesco) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr L says Tesco approved a credit card account for him with a £250 credit limit in ... (3 pages)View decision
