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 392389 results
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Decision Reference DRN-5884473
16 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5884473 The complaint Mr H has complained about the actions taken and about the service provided by Aviva Insurance Limited (‘Aviva’) in relation to a home emergency policy. For the avoidance of doubt the term ‘Aviva’ includes reference to Aviva’s agents and representatives for the ... (5 pages)View decision -
Decision Reference DRN-5762794
16 Oct 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5762794 The complaint W, a limited company, complains that Stripe Payments UK Limited closed their account, and returned funds to the original payer. They’d like the money returned to them. What happened W held a merchant services account with Stripe, to receive card payments. But ... (2 pages)View decision -
Decision Reference DRN-5864189
16 Oct 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5864189 The complaint Mr W complains HDI Global Specialty SE (HDI) declined the claim he made under his home insurance policy. What happened The circumstances of this complaint are well known to both parties and so I’ve not repeated them in detail here. To summarise in June 2024 ... (3 pages)View decision -
Decision Reference DRN-5794153
16 Oct 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5794153 The complaint Mr L complains that Barclays Bank UK PLC lent to him irresponsibly. What happened Mr L took out two loans from Barclays. The first, in November 2021, was for £8,500 over 60 months and the monthly repayments were £234.14. The second, in March 2022, was for £15,0... (3 pages)View decision -
Decision Reference DRN-5463596
16 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5463596 The complaint Mr K complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr K throughout this decision. What happened The background is known to both part... (3 pages)View decision -
Decision Reference DRN-5576843
16 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5576843 The complaint Ms P complains Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) irresponsibly lent to her because it did not carry out reasonable and proportionate checks to ensure the lending was affordable for her. What happened Ms P entered into a f... (5 pages)View decision -
Decision Reference DRN-5413911
16 Oct 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5413911 The complaint Mr M complains Metro Bank PLC unfairly blocked access to his account and provided poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. On 8 May 2024 Mr M attempted to make a... (4 pages)View decision -
Decision Reference DRN-5877541
16 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5877541 The complaint Miss S is unhappy with the liability decision made by AXA Insurance UK Plc (AXA) following a claim made by a third party on her car insurance policy. What happened In February 2024 Miss S’ car was involved in an incident involving a third party. She says the t... (4 pages)View decision -
Decision Reference DRN-5725188
16 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5725188 The complaint Miss M complains that U K Insurance Limited trading as Direct Line (UKI) didn't appropriately repair her car under the terms of her motor insurance policy after it was damaged in an accident. What happened In December 2024 Miss M’s car was damaged in an ac... (3 pages)View decision -
Decision Reference DRN-5885756
16 Oct 2025 U K Insurance Limited UpheldInsuranceDRN-5885756 The complaint Mr P has complained that U K Insurance Limited (‘UKI’) failed to provide an emergency service or reimbursement under his home emergency insurance policy. For the avoidance of doubt, the term ‘UKI’ includes reference to UKI’s agents and representatives. What ha... (5 pages)View decision