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 375868 results
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Decision Reference DRN-5691758
3 Sep 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5691758 The complaint Mrs B and Mr S complain that for a period in 2024 they missed making their mortgage payments on their residential property as they fell due and Kensington Mortgage Company Limited failed to notify them about the missed payments. What happened Mrs B and Mr S hav... (2 pages)View decision -
Decision Reference DRN-5654872
3 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5654872 The complaint Mr D complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled a claim on his motor insurance policy. What happened Mr D had an international driver’s licence issued outside the European Union. That licence permitted him to drive in the UK fo... (4 pages)View decision -
Decision Reference DRN-5779370
3 Sep 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5779370 The complaint Ms N complains that Home Retail Group Card Services Limited trading as Argos Financial Services (Argos) lent irresponsibly when it approved her credit card application. What happened - In April 2017 Ms N applied for an Argos credit card. - Argos has explained ... (2 pages)View decision -
Decision Reference DRN-5755136
3 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5755136 The complaint Mr K complains that Aviva Insurance Ltd provided initially gave him a renewal quote, and then reduced it, and he found this misleading and confusing. What happened Mr K received a renewal quote for his car insurance which he felt was high, so he contacted Aviv... (2 pages)View decision -
Decision Reference DRN-5566670
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5566670 The complaint Miss H complains Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) irresponsibly lent to her. What happened In October 2020 Miss H applied for a card with Tesco. The application was approved and she was given a limit of £500. In February 2021 the limit was ... (3 pages)View decision -
Decision Reference DRN-5726805
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5726805 The complaint Mr W complains that Barclays Bank UK PLC won’t refund money he lost to a scam. Mr W is represented by a firm, but for ease, I have only referred to Mr W here. What happened Mr W said the following faster payments were made as a result of a scam. Date Type of Tr... (3 pages)View decision -
Decision Reference DRN-5178651
3 Sep 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5178651 The complaint Ms W, via her deputy, complains that Zempler Bank Limited didn’t administer her account correctly after it received a Court of Protection order. What happened In August 2022, Zempler received a Court of Protection order for Ms W. This was added to her file. In ... (3 pages)View decision -
Decision Reference DRN-5760841
3 Sep 2025 Skipton Building Society UpheldBanking and PaymentsDRN-5760841 The complaint Mr R complains about the service he received from Skipton Building Society. What happened Mr R held a Fixed Rate Individual Savings Account (lSA) with Skipton which was due to mature in April 2025. Mr R initially asked to reinvest the funds in a new ISA with th... (2 pages)View decision -
Decision Reference DRN-5783011
3 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5783011 The complaint Mrs B and Mr B complain about AXA Insurance UK Plc’s handling of a claim made under their buildings insurance policy after their home was flooded. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary... (16 pages)View decision -
Decision Reference DRN-5583413
3 Sep 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5583413 The complaint Miss W complains about the way Fairmead Insurance Limited (‘Fairmead’) handled a subsidence claim she made on her home insurance policy. What happened The following is intended as a summary of key events only. Miss W made a subsidence claim on her home insura... (5 pages)View decision
