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
-
Decision Reference DRN-5614756
14 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5614756 The complaint Mr J is complaining on behalf of J, a company, that AXA Insurance UK Plc (AXA) unfairly declined to offer J a commercial van insurance policy because of his age. He believes this amounts to unlawful discrimination and says AXA is in breach of the Equality Act 2... (3 pages)View decision -
Decision Reference DRN-5874311
14 Oct 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-5874311 The complaint Miss J complains that information wasn’t disclosed to her when she acquired a used car under a hire purchase agreement with MI Vehicle Finance Limited (“MI”). What happened The parties are familiar with the background of this complaint so I will summarise what... (4 pages)View decision -
Decision Reference DRN-5695512
14 Oct 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5695512 The complaint Mr R complains that a car acquired under a hire purchase agreement with Marsh Finance Limited (“Marsh”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the background of this complaint so I will only sum... (3 pages)View decision -
Decision Reference DRN-5615029
14 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5615029 The complaint Miss O complains that Revolut Ltd has unfairly declined to refund a transaction made from her account after she was the victim of a scam. What happened On 30 December 2024, Miss O was contacted by someone claiming to be a representative of an online marketplace... (3 pages)View decision -
Decision Reference DRN-5773993
14 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5773993 The complaint P, a limited company, complains that AXA Insurance UK Plc (“AXA”) unfairly declined an escape of water claim it made under its property insurance policy. Mr A, a director of P, brings the complaint on P’s behalf. P is also professionally represented in this co... (2 pages)View decision -
Decision Reference DRN-5546776
14 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5546776 The complaint A limited company, which I’ll refer to as ‘S’, complains that Barclays Bank UK PLC defaulted its Bounce Back Loan (“BBL”), and with several aspects of the service it received surrounding that. S’s complaint is brought to this service by its director, whom I’ll ... (6 pages)View decision -
Decision Reference DRN-5858244
14 Oct 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5858244 The complaint Miss C complains about how Intact Insurance UK Limited (‘Intact’) dealt with a claim she made on her home insurance and says they incorrectly recorded her claim history which caused his renewal prices to be inflated. What happened The following is intended as ... (6 pages)View decision -
Decision Reference DRN-5460516
14 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5460516 The complaint Mr M is being represented by solicitors. He’s complaining about National Westminster Bank Public Limited Company because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to a cruel romance and investment scam. Afte... (4 pages)View decision -
Decision Reference DRN-5733763
14 Oct 2025 First Central Underwriting Limited UpheldInsuranceDRN-5733763 The complaint Mr M complains about First Central Underwriting Limited’s actions after he told it about an accident involving his car. Reference to First Central includes claims handlers who’ve acted for it. What happened Mr M insured his car with First Central. In September ... (3 pages)View decision -
Decision Reference DRN-5580908
14 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5580908 The complaint Mrs P, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In August 2021, Mrs P acquired a used car financed by a condition... (2 pages)View decision