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-5783866
22 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5783866 The complaint Mr H complains that Lloyds Bank PLC failed to support him or block gambling transactions on his account. What happened In September 2024 over two days Mr H spent over £90,000 on gambling transactions. None of the transactions were flagged by Lloyds. He then put... (3 pages)View decision -
Decision Reference DRN-5499930
22 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5499930 The complaint Mr T is unhappy that PayPal UK Ltd (“PayPal”) continue to hold him responsible for the money he received into his account which was returned to the sender. What happened In January 2024, Mr T received funds into his PayPal account on behalf of a friend (I will ... (3 pages)View decision -
Decision Reference DRN-5632600
22 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5632600 The complaint Mr L complained that Aviva Insurance Limited (“Aviva”) unfairly declined his claim for storm damage, under his home buildings insurance policy. All references to Aviva include its agents and contractors. What happened Mr L noticed water ingress in an upstairs b... (3 pages)View decision -
Decision Reference DRN-5741479
22 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5741479 The complaint Mr C complains British Gas Insurance Limited didn’t repair his toilet system following a claim against his HomeCare policy. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focus on the re... (2 pages)View decision -
Decision Reference DRN-5606866
22 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5606866 The complaint Ms L and Mr L complain that INTACT INSURANCE UK LIMITED would not agree to their own choice of solicitors being appointed to act for them under their legal expenses insurance policy. Where I refer to INTACT, this includes its agents and claims handlers acting o... (3 pages)View decision -
Decision Reference DRN-5742182
22 Sep 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5742182 The complaint Mr B has complained that Alwyn Insurance Company Limited unfairly cancelled his car insurance policy. What happened Mr B bought a car insurance policy with the insurer, Alwyn in March 2025. Alwyn said a database that insurers use showed that Mr B had a policy t... (3 pages)View decision -
Decision Reference DRN-5629562
22 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5629562 The complaint Miss R complains that Shop Direct Finance Company Limited trading as very (Shop Direct) lent to her irresponsibly. What happened Miss R opened a credit card account with Shop Direct on 17 March 2023 with a credit limit of £300. No further limit increases were ... (3 pages)View decision -
Decision Reference DRN-5821421
22 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5821421 The complaint Mr H complains about the administration of a conditional sale agreement he had with Volvo Car Financial Services UK Limited (‘Volvo’). Mr H says that Volvo didn’t provide full information when he started the finance about how he could surrender it early. And wh... (3 pages)View decision -
Decision Reference DRN-5726228
22 Sep 2025 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-5726228 The complaint Mr W is unhappy with how Zilch Technology Limited (Zilch) administered refunds on his account with it. What happened Mr W says that he became aware refunds for multiple purchases he had made on his Zilch account hadn’t been returned to him. He therefore complai... (3 pages)View decision -
Decision Reference DRN-5831496
22 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5831496 The complaint This complaint is about a mortgage Mr M holds with Barclays Bank UK PLC. The essence of the complaint is that he believes Barclays mis-handled a temporary switch to interest-only under the provisions of the Mortgage Charter. Mr M say that as a result he was “ej... (4 pages)View decision