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 393318 results
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Decision Reference DRN-5743630
29 Sep 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5743630 The complaint Mr H complains about the administration of several finance agreements with Telefonica UK Limited trading as O2. Throughout this complaint, a family member has represented Mr H. But, to make things easier, I’ll just refer to Mr H. What happened In February 2022,... (4 pages)View decision -
Decision Reference DRN-5827848
29 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5827848 The complaint Mr M has complained about Barclays Bank UK PLC not refunding several payments he says he made and lost to an authorised push payment (APP) investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in de... (4 pages)View decision -
Decision Reference DRN-5845866
29 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5845866 The complaint Ms S complains that Starling Bank Limited won’t allow her to re-open new accounts with it because she closed two previous accounts within 12 months. She believes Starling hasn’t treated her with compassion and that her circumstances require Starling to step out... (3 pages)View decision -
Decision Reference DRN-5623974
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5623974 The complaint Miss R is complaining that Monzo Bank Ltd didn’t do enough to prevent her from making payments to a scam. What happened The circumstances of the complaint are known to both parties so I’ll only summarise them briefly here. In late 2024 Miss R fell victim to a j... (2 pages)View decision -
Decision Reference DRN-5846943
29 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5846943 The complaint Ms L has complained about the amount Aviva Insurance Limited has paid in settlement of her claim under her home insurance policy. Any reference to Aviva includes its agents. What happened Ms L had a burglary at her home in November 2023. The burglars damaged ... (5 pages)View decision -
Decision Reference DRN-5125650
29 Sep 2025 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-5125650 The complaint Mrs L complains that Scottish Friendly Assurance Society Limited (‘Scottish Friendly’) failed to tell her the fund that she was invested in had closed, resulting in her money being partially re-invested into a different fund without her consent. She says she l... (3 pages)View decision -
Decision Reference DRN-5145838
29 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5145838 The complaint Mr and Mrs L complain that Santander UK Plc (“Santander”) won’t refund the money they lost after falling victim to a scam. This account is held in joint names. However, as it was Mr L who made the payments that are the subject of this decision, in the main, I w... (3 pages)View decision -
Decision Reference DRN-5651739
29 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5651739 The complaint Mr M complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) Irresponsibly approved finance for him which was unaffordable. What happened In September 2021, Mr M acquired a used car financed through a Hire Purchase Agreement (HPA) w... (4 pages)View decision -
Decision Reference DRN-5834577
29 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5834577 The complaint Mrs D and Mr D complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled their motor insurance policy. What happened From February 2022, Mr D on behalf of Mrs D insured an electric car with Admiral. She was the policyholder, and he was a named... (3 pages)View decision -
Decision Reference DRN-5596274
29 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5596274 The complaint Ms T complained that esure Insurance Limited (esure) unfairly declined to complete repair work following a leak caused by its contractors, under her home buildings insurance policy. What happened In December 2022 Ms T said her property was damaged by a flood. S... (4 pages)View decision