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 366874 results
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Decision Reference DRN-5489217
16 May 2025 Ageas Insurance Limited UpheldInsuranceDRN-5489217 The complaint Miss H complains about Ageas Insurance Limited’s (‘Ageas’) handling of her home insurance claim and the settlement amount it agreed to pay. References to Ageas include its agents. What happened The events of this complaint will be well known to both parties, ... (5 pages)View decision -
Decision Reference DRN-5455547
16 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5455547 The complaint Mr M complains about the outcome of a claim he made to Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) under section 75 of the Consumer Credit Act 1974 (s75) in respect of spray foam insulation that was applied to his property. What happened In July... (3 pages)View decision -
Decision Reference DRN-5073092
16 May 2025 Propensio Finance Limited Not upheldConsumer CreditDRN-5073092 The complaint Mr A complains about the proposal offered to him by Propensio Finance Limited (“Propensio”) in respect of a claim he made for faulty windows. What happened In late 2019, Mr A entered into a contract with a company I’ll call “E” for windows to be installed in a ... (2 pages)View decision -
Decision Reference DRN-5556729
16 May 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5556729 The complaint Mrs M complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) supplied her with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In February 2024, Mrs M acquired a used car fin... (4 pages)View decision -
Decision Reference DRN-5356782
16 May 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5356782 The complaint Ms D complains that a car acquired with finance from Close Brothers Limited (“Close Brothers”) wasn’t of satisfactory quality. What happened In August 2024 Ms D was supplied with a car and entered into a conditional sale agreement with Close Brothers. At the po... (3 pages)View decision -
Decision Reference DRN-5152707
16 May 2025 Sky UK Limited UpheldConsumer CreditDRN-5152707 The complaint Miss A complains about the repayment of a fixed sum loan agreement she has with Sky UK Limited. What happened In June 2023, Miss A took out a fixed sum loan with Sky to pay for a brand new mobile telephone device. The device had a cash price of £1,173 and under... (5 pages)View decision -
Decision Reference DRN-5560894
16 May 2025 Adanac Financial Services Ltd Not upheldPensions and AnnuitiesDRN-5560894 The complaint Mr P complains about the poor investment returns achieved on his pension fund over a prolonged period of time. He says there has been a complete lack of guidance or direction from Adanac Financial Services Ltd – it has never advised him to make changes and swit... (6 pages)View decision -
Decision Reference DRN-5562740
16 May 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5562740 The complaint Mr and Mrs M complained that Astrenska Insurance Limited (‘Astrenska’) unfairly declined their claim. All reference to Astrenska includes any agents acting on its behalf. What happened Mr and Mrs M had booked a trip abroad in 2023 for their family. Their travel... (3 pages)View decision -
Decision Reference DRN-5028654
16 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5028654 The complaint Mr W complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr W is being represented by a third party. To keep things simple, I will refer to Mr W throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-5403815
16 May 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5403815 The complaint Mrs T complains that Shawbrook Bank Limited lent to her irresponsibly twice in 2017. What happened Mrs T took two loans. They were for debt consolidation purposes. Loan Approved Amount Terms Repayments (rounded) Repaid 1 12 July 2017 £15,000 Total charge for cr... (9 pages)View decision
