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-5831846
13 Oct 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5831846 The complaint Ms S complains about the way Intact Insurance UK Limited handled a claim she made under her buildings insurance policy. Intact was known as Royal & Sun Alliance at the time of the claim and complaint, so I’ll refer to Intact as RSA for continuity. Referen... (2 pages)View decision -
Decision Reference DRN-5638342
13 Oct 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5638342 The complaint X complains about the quality of a car that was supplied through a hire purchase agreement with Advantage Finance Ltd (AFL). What happened In November 2023, X acquired a used car through a hire purchase agreement with AFL. The car was about nine years and six m... (4 pages)View decision -
Decision Reference DRN-5878765
13 Oct 2025 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-5878765 The complaint Mrs B complains about the service she received from Bank of Ireland (UK) Plc (BOI) after she made a transfer to her account. What happened Mrs B opened a savings account with BOI. Ahead of making a large deposit into the account, Mrs B made two smaller payment... (3 pages)View decision -
Decision Reference DRN-5819852
13 Oct 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5819852 The complaint Mr P complains that Aviva Life & Pensions UK Limited provided an incorrect risk rating for one of its funds and he sustained a financial loss as a result. What happened Mr P has a personal pension with Aviva. In December 2020 he switched a substantial amoun... (5 pages)View decision -
Decision Reference DRN-5769554
13 Oct 2025 RAC Insurance Limited Not upheldInsuranceDRN-5769554 The complaint Miss H complained about how RAC Insurance Limited handled her claim under her motor breakdown insurance policy. What happened Miss H had key cover under her policy requiring RAC to replace her car key if accidentally lost, broken, or stolen. She said they delay... (3 pages)View decision -
Decision Reference DRN-5878672
13 Oct 2025 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-5878672 The complaint Mr B complains about the service he received from Bank of Ireland (UK) Plc (BOI) after he made a transfer to his account. What happened Mr B opened a savings account with BOI. Ahead of making a large deposit into the account, Mr B made two smaller payments whi... (3 pages)View decision -
Decision Reference DRN-5878588
13 Oct 2025 Tesla Financial Services Limited UpheldConsumer CreditDRN-5878588 The complaint Mr P complains about a car supplied under a conditional sale agreement, provided by Tesla Financial Services Limited. Mr P has been represented on this complaint, but to keep things simple I will only refer to Mr P in my decision. What happened Around March 202... (4 pages)View decision -
Decision Reference DRN-5631314
13 Oct 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5631314 The complaint Mr G complains The Royal Bank of Scotland Plc (“RBS”) irresponsibly lent him a loan that caused him to be in financial hardship. What happened In April 2023 Mr G applied for a loan with RBS. The application was approved, and he was given a loan for £25,000 ove... (3 pages)View decision -
Decision Reference DRN-5848549
13 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5848549 The complaint Mrs H complains Santander UK Plc (“Santander”) hasn’t refunded money she says she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mrs H said in May 2024 sh... (3 pages)View decision -
Decision Reference DRN-5723942
13 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5723942 The complaint Miss H is unhappy that Barclays Bank UK PLC (Barclays) won’t refund payments she made because of a task-based scam. What happened I won’t repeat all the facts of Miss H’s complaint, as they are well known to the parties. I will provide a short summary though, ... (3 pages)View decision