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 381082 results
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Decision Reference DRN-5625581
17 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5625581 The complaint Mr H and Mrs M complain about the cash settlement value offered by Liverpool Victoria Insurance Company Limited (LV) for a home insurance claim. Mr H and Mrs M’s policy was underwritten (at the time of the initial claim) by an insurer which is now part of LV, b... (5 pages)View decision -
Decision Reference DRN-5494666
17 Jun 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5494666 The complaint Mr S has complained that Zurich Assurance Ltd, trading as Zurich, unfairly declined his critical illness claim. What happened Mr S bought a £10,000 critical illness policy from Zurich towards the end of 2018. As part of the application process, he answered a ... (3 pages)View decision -
Decision Reference DRN-5619409
17 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5619409 The complaint Mr R complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr R applied for an Aqua credit card in August 2017. In his application, Mr R said he had an inco... (3 pages)View decision -
Decision Reference DRN-5378019
17 Jun 2025 First Response Finance Ltd UpheldConsumer CreditThe complaint Miss J is unhappy that a car supplied to her under a hire purchase agreement with First Response Finance Ltd (First Response) was of an unsatisfactory quality. When I refer to what Miss J has said and what First Response have said, it should also be taken to include things sa... (6 pages)View decision -
Decision Reference DRN-5503976
17 Jun 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5503976 The complaint Mr H complains that Barclays Bank UK PLC did not switch his buy-to-let mortgage to a new fixed interest rate on time. As a result, his mortgage reverted to the standard variable rate (SVR). What happened Mr H has a buy-to-let mortgage with Barclays. It had a fi... (3 pages)View decision -
Decision Reference DRN-5520491
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5520491 The complaint Mr B complains Barclays Bank UK PLC (trading as Tesco Bank) failed to refund his deposit for a vehicle he declined to purchase. What happened On around 3 August 2024, Mr B sought to trade-in his 17-year-old caravan for a newer one from a caravan supplier (which... (5 pages)View decision -
Decision Reference DRN-5563236
17 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5563236 The complaint Mrs C says Vanquis Bank Limited, irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a credit card. She says that her financial situation was precarious when she took the card, and Vanquis s... (3 pages)View decision -
Decision Reference DRN-5629195
17 Jun 2025 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-5629195 The complaint Mr H is unhappy with how Home Retail Group Card Services Limited, trading as Argos, have administered his credit account. What happened Mr H had a credit account with Argos which had an outstanding balance. In February 2018, Mr H entered a debt management plan ... (3 pages)View decision -
Decision Reference DRN-5627049
17 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5627049 The complaint Mr and Mrs C have complained about the amount Royal & Sun Alliance Insurance Limited (“RSA”) offered them in settlement of their claim for a damaged kitchen. They’re also unhappy with how their claim was handled. What happened In May 2024 Mr and Mrs C made... (4 pages)View decision -
Decision Reference DRN-5308202
17 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5308202 The complaint Mr T has complained that Monzo Bank Ltd hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr T says he’s fallen victim to an investment scam. In 2022, a trusted professional acquaintance introduced Mr T to an investment opportunity with a c... (5 pages)View decision
