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-5632857
10 Oct 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5632857 The complaint Mr N complains that a car that was supplied to him under a hire purchase agreement with Advantage Finance Ltd (“Advantage”) wasn’t of satisfactory quality. What happened The parties are familiar with the background to this complaint – so I will only summarise ... (5 pages)View decision -
Decision Reference DRN-5857439
10 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5857439 The complaint T complain about U K Insurance Limited’s decision to decline a claim they made after a wall collapsed at their property. What happened The background to this case is well known to both parties, so I’ll give only a brief summary here. T, a business, has a guest ... (5 pages)View decision -
Decision Reference DRN-5583875
10 Oct 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5583875 The complaint Mr Z complains that Kroo Bank Ltd (‘Kroo’) unfairly restricted his account and held onto funds. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decis... (2 pages)View decision -
Decision Reference DRN-5874476
10 Oct 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5874476 The complaint Mr C and Ms P are unhappy with delays caused by Fairmead Insurance Limited (FIL) during a claim on their buildings and contents insurance policy. What happened Mr C and Ms P suffered an escape of water at their property in December 2022. The claim was accepted ... (3 pages)View decision -
Decision Reference DRN-5746577
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5746577 The complaint Mr K, via a representative, complains that Barclays Bank UK PLC (“Barclays”) have failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again... (3 pages)View decision -
Decision Reference DRN-5213321
10 Oct 2025 Perennial Financial Management Limited Not upheldInvestmentsDRN-5213321 The complaint Mr L, in acting as the representative of the late Mrs L’s estate, complains that Perennial Financial Management Limited (Perennial) caused delays in administering the estate by unnecessarily requiring original documents and the impact of one of those going miss... (4 pages)View decision -
Decision Reference DRN-5874512
10 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5874512 The complaint Mr C and Mrs C complain that AXA Insurance UK Plc (“AXA”) has unfairly settled a claim in relation to their home insurance policy following a fire. Any reference to Mr C and Mrs C, and AXA, includes respective agents and representatives. What happened The backg... (6 pages)View decision -
Decision Reference DRN-5647415
10 Oct 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5647415 The complaint Mr P complains that Watford Insurance Company Europe Limited declined a claim he made on his commercial vehicle insurance policy. What happened Mr P held a commercial vehicle insurance policy with Watford. He said when driving through a ford, his van stopped wo... (3 pages)View decision -
Decision Reference DRN-5622953
10 Oct 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5622953 The complaint Miss P complains that she was mis-sold a hire purchase agreement for a vehicle financed by Stellantis Financial Services UK Limited (‘Stellantis’). What happened The parties are familiar with the background details of this complaint – so I will briefly summaris... (2 pages)View decision -
Decision Reference DRN-5859963
10 Oct 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5859963 The complaint Mr S complains that Tandem Home Loans Ltd (‘Tandem’) gave him a secured loan without adequately checking it would be affordable. What happened Following advice from a third-party broker, Mr S took out a secured loan with Tandem in October 2023. The loan was for... (6 pages)View decision