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-5703150
25 Sep 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5703150 The complaint Mr S has complained that Automobile Association Insurance Services Limited (“AA”) removed access to the online portal of his home insurance policy. What happened The background to this complaint is well known to the parties. In summary on 24 January 2025 Mr S t... (2 pages)View decision -
Decision Reference DRN-5148076
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5148076 The complaint Mr H complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-5830027
25 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5830027 The complaint Miss C complains that NewDay Ltd trading as Aqau (NewDay) failed to properly check whether she could afford credit limit increases on her credit card account. What happened Around December 2016 Miss C applied for a credit card with NewDay. Her application was s... (4 pages)View decision -
Decision Reference DRN-5518897
25 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5518897 The complaint Mr N complains that Starling Bank Limited hasn’t reimbursed the money he says he’s lost to a scam. What happened On 24 February 2021, Mr N invested £105,000 via faster payment with a company I’ll refer to as ‘K’. Mr N was promised a return of 500% on his invest... (3 pages)View decision -
Decision Reference DRN-5111140
25 Sep 2025 Age Partnership Wealth Management Limited Not upheldPensions and AnnuitiesDRN-5111140 The complaint Mr T complains about the service he received from Age Partnership Wealth Management Limited (AP) when taking the proceeds of his Self-Invested Personal Pension (SIPP) to purchase an annuity. He believes AP’s actions caused him to suffer a financial loss, for wh... (8 pages)View decision -
Decision Reference DRN-5628685
25 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5628685 The complaint Ms B is unhappy that Santander UK Plc, decided not to refund her after she said she was the victim of a scam. Ms B is using a professional representative to bring this complaint, I’ll refer to them as P. What happened Ms B invested with L. L has since gone on... (2 pages)View decision -
Decision Reference DRN-5705182
25 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5705182 The complaint Mrs B complains that Aviva Insurance Limited treated her unfairly in a motor insurance claim. What happened Mrs B had an Aviva motor insurance policy. In January 2025 her car was damaged in a flood. Aviva declared the car a total loss, eventually valued it at £... (3 pages)View decision -
Decision Reference DRN-5644029
25 Sep 2025 Wakam UpheldInsuranceDRN-5644029 The complaint Mr P’s complaint is about the rejection of a claim made under his legal expenses section of his home insurance policy with Wakam. What happened Mr P held the policy with Wakam since June 2022. The policy automatically renewed in June 2023. In 2023, Mr P’s neigh... (5 pages)View decision -
Decision Reference DRN-5394537
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5394537 The complaint Mr W complains Barclays Bank UK PLC won’t refund two transactions that debited his account which he says he did not make or authorise. What happened On 13 December 2024, two transactions totalling £1,435 were made to a department store. Mr W reported the trans... (2 pages)View decision -
Decision Reference DRN-5841053
25 Sep 2025 Black Horse Limited UpheldConsumer CreditDRN-5841053 The complaint Mr B complains about the quality of a vehicle he acquired through a hire purchase agreement financed by Black Horse Limited (BH). What happened In November 2020 Mr B acquired a new motorhome through a hire purchase agreement financed by BH. The cash price of t... (5 pages)View decision