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-5456870
22 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5456870 The complaint Mr F is unhappy that The Co-operative Bank Plc (“The Co-op”), has decided not to refund him, after he says he was the victim of a scam. Mr F is bringing his complaint using a professional representative. I’ll refer to them as D. What happened Mr F has said th... (4 pages)View decision -
Decision Reference DRN-5139494
22 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5139494 The complaint A, a limited company, has complained The Royal Bank of Scotland plc did nothing to protect them when they were the victim of a scam. What happened Mr A is a director of A. For ease, I will refer to both throughout this decision. In April 2024 an order was recei... (2 pages)View decision -
Decision Reference DRN-5693568
22 Sep 2025 Lexham Insurance Consultants Limited Not upheldInsuranceDRN-5693568 The complaint Mr A complains that Lexham Insurance Consultants Limited didn’t give him sufficient warning before cancelling his motor insurance policy. He wants the cancellation marker removed. What happened Mr A took out a policy through Lexham and he applied for finance t... (3 pages)View decision -
Decision Reference DRN-5598925
22 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5598925 The complaint Mr B complains Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn) failed to undertake a reasonable assessment of his creditworthiness prior to approving him for credit. Mr B is represented in this complaint by a claims management company but, for ease, I’... (4 pages)View decision -
Decision Reference DRN-5608428
22 Sep 2025 Motability Operations Limited UpheldConsumer CreditDRN-5608428 The complaint Mr J complains about an electric car supplied under a hire agreement, provided by Motability Operations Limited. He also complains about the installation of a charger and a card issued in relation to charging the car. And he is unhappy with the customer service... (6 pages)View decision -
Decision Reference DRN-5720378
22 Sep 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5720378 The complaint Mr P complains that Liverpool Victoria Insurance Company Limited (“LV”) mishandled his motor insurance policy. What happened The subject matter of the insurance was a car, made by a premium-brand car-maker and first registered in 2017. Mr P acquired the car i... (5 pages)View decision -
Decision Reference DRN-5784021
22 Sep 2025 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-5784021 The complaint Ms T complains that Bank of Ireland (UK) plc (‘BOI’) weren’t clear when she took out her loan that interest was front loaded and she’d pay an early repayment charge (‘ERC’) for paying it off early. She’s unhappy that she didn’t receive her terms and conditions ... (3 pages)View decision -
Decision Reference DRN-5661902
22 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5661902 The complaint Mr U complains about how AXA Insurance UK Plc dealt with liability for a claim on his motor insurance. What happened Mr U had motor insurance underwritten by AXA. In June 2024, he was involved in a car accident. The third party’s insurer (TPI) blamed Mr U for t... (2 pages)View decision -
Decision Reference DRN-5773858
22 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5773858 The complaint Mr S’ complaint is about a claim he made on his U K Insurance Limited trading as Direct Line “UKI” landlord’s legal expenses insurance policy, which UKI declined. Mr S says UKI treated him unfairly. He wants them to pay the arrears of rent his tenant is in and... (3 pages)View decision -
Decision Reference DRN-5648532
22 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5648532 The complaint E complains that British Gas Insurance Limited has provided poor service when E called it on 23 October 2024. E says it spent two hours on the phone before the call dropped. The agent didn’t return the call to E and this resulted in E needing to call back, spen... (3 pages)View decision