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-5852209
7 Oct 2025 ManyPets Ltd UpheldInsuranceDRN-5852209 The complaint Ms S has complained that ManyPets Ltd mis-sold her a lifetime pet policy. What happened Ms S took out her lifetime pet policy for her dog in September 2020, (on the complaint form Ms S said this was 2021, which I can now see is just a typo) which was sold to h... (3 pages)View decision -
Decision Reference DRN-5865165
7 Oct 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5865165 The complaint Mr L complains that his holding of Premium Bonds with National Savings and Investments (NS&I) isn’t generating the level of prizes it should be if the odds quoted by NS&I are correct. What happened Mr L wrote to NS&I on 5 March 2025 because his hold... (2 pages)View decision -
Decision Reference DRN-5857614
7 Oct 2025 Vodafone Limited Not upheldConsumer CreditDRN-5857614 The complaint Mrs E has complained about the way Vodafone Limited handled things when she bought a new phone using a fixed sum loan agreement with it. What happened The circumstances are well known to the parties so I won’t go over everything again in detail. But, to summar... (2 pages)View decision -
Decision Reference DRN-5622950
7 Oct 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5622950 THE COMPLAINT Mrs M complains about the amount of compensation Bank of Scotland plc (“BoS”) has offered her. Mrs M is represented by her husband in this matter. However, where appropriate, I will refer to Mrs M solely in this decision for ease of reading. WHAT HAPPENED The... (3 pages)View decision -
Decision Reference DRN-5709210
7 Oct 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5709210 The complaint Mr N is unhappy that Aviva Life & Pensions UK Limited has declined a claim he made on an income protection policy. What happened Mr N was a member of his employer’s group income protection scheme. He made a claim on the policy as he was experiencing ongoing... (2 pages)View decision -
Decision Reference DRN-5660370
7 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5660370 The complaint Mrs O has complained that Bank of Scotland plc won’t refund the money she says she lost in a scam. What happened In 2025, Mrs O complained to Bank of Scotland via representatives. She’s explained that in 2021, she saw a social media advert for a cryptocurrency ... (3 pages)View decision -
Decision Reference DRN-5857231
7 Oct 2025 Bapchild Motoring World (Kent) Limited Not upheldConsumer CreditDRN-5857231 The complaint Mr L complains about a credit intermediary, Bapchild Motoring World (Kent) Limited trading as Big Motoring World (“Bapchild”), in relation to an agreement he took out with a third-party lender to acquire a car. What happened Bapchild, a credit intermediary – a... (3 pages)View decision -
Decision Reference DRN-5519292
7 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5519292 The complaint Mrs Y complains that Barclays Bank PLC (Barclays) has not reimbursed her £624.69 that she paid after falling victim to a scam on 11 June 2024. I was sorry to hear of Mrs Y’s experience and that she has needed to contact us under these circumstances. What happen... (3 pages)View decision -
Decision Reference DRN-5766836
7 Oct 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5766836 The complaint Mrs B is unhappy that BMW Financial Services (GB) Limited trading as MINI Financial Services (‘BMW’) didn’t treat her fairly when she needed support making payments on her car finance agreement. She is also unhappy it didn’t allow her to transfer the agreement ... (4 pages)View decision -
Decision Reference DRN-5858211
7 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5858211 The complaint Mr and Mrs W complain Lloyds Bank PLC unfairly closed their current account without their authorisation and without informing them. What happened Mr and Mrs W held a current account with Lloyds. The account had important sentimental value, particularly to Mrs W... (3 pages)View decision