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
-
Decision Reference DRN-5746119
16 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5746119 The complaint Mr R complains that UK Insurance Limited (‘UKI’) – trading as Churchill Insurance – offered him an unfair settlement under a motor insurance policy. What happened Mr R had a UKI motor insurance policy. In March 2025, he made a claim on his policy after his car ... (2 pages)View decision -
Decision Reference DRN-5749503
16 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5749503 The complaint Mrs C complains that Lloyds Bank Plc (Lloyds) didn’t sufficiently check she could afford a credit card, a subsequent credit limit increase and balance transfers when they agreed to lend to her. What happened In December 2013 Mrs C applied for a credit card acco... (3 pages)View decision -
Decision Reference DRN-5821346
16 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5821346 The complaint Mr M is unhappy with the service he received from NewDay Ltd in relation to his credit card. What happened I issued Mr M and NewDay with a provisional decision setting out why I was minded to uphold Mr M’s complaint in part, and invited both parties to provide... (5 pages)View decision -
Decision Reference DRN-5502002
16 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5502002 The complaint Mr M complains that Barclays Bank UK PLC (‘Barclays’) mis-sold mobile phone insurance to him. What happened The details of this complaint are well known to both parties, so I will just provide an overview of key events here. Mr M had a current account with Ba... (5 pages)View decision -
Decision Reference DRN-5821634
16 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5821634 The complaint Ms D has complained that her bicycle insurance for her son’s bike was mis-sold to her by Red Sands Insurance Company (Europe) Limited. References to Red Sands include all its agents. What happened Ms D bought an electric bike for her son who was aged 14 at th... (9 pages)View decision -
Decision Reference DRN-5790663
16 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5790663 The complaint Mr B complains that Aviva Life & Pensions UK Limited (“Aviva”) unreasonably delayed the payment of a pension commencement lump sum (“PCLS” – otherwise known as tax-free cash) from his pension savings. What happened Mr B holds pension savings with Aviva. In ... (4 pages)View decision -
Decision Reference DRN-5819010
16 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5819010 The complaint Mr W complains that Lloyds Bank PLC unfairly blocked his account and provided misinformation about what was happening and misled him about closing the account. To put things right, Mr W would like Lloyds to apologise and pay him further compensation to reflect... (4 pages)View decision -
Decision Reference DRN-5810943
16 Sep 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5810943 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with Specialist Motor Finance Limited (SMF) was of an unsatisfactory quality. What happened In July 2024 Mr M was supplied with a used car through a hire purchase agreement with SMF. He ... (6 pages)View decision -
Decision Reference DRN-5626556
16 Sep 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5626556 The complaint Mr and Mrs B complain about the way Zurich Insurance Company Ltd (‘Zurich’) settled a claim they made on their Residential Landlord insurance policy. Mr B has acted as the main representative during the claim and complaint process. So, for ease of reference, I... (3 pages)View decision -
Decision Reference DRN-5741965
16 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5741965 The complaint Mrs S complains that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited is of unsatisfactory quality. As a note, I can see from the information supplied that the events complained about have been heavily straining for... (4 pages)View decision