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 374385 results
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Decision Reference DRN-5711965
12 Aug 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5711965 The complaint Mr L complains that Specialist Motor Finance Limited (SMFL) acted irresponsibly by failing to complete sufficient affordability checks before agreeing to lend to him. What happened In February 2024, Mr L acquired a used car financed through a Hire Purchase Agre... (5 pages)View decision -
Decision Reference DRN-5576781
12 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5576781 The complaint Mr V complains Aviva Insurance Limited (Aviva) provided an unprofessional level of service after he made a claim on his motor insurance policy. There are several parties and representatives of Aviva involved throughout the complaint but for the purposes of thi... (3 pages)View decision -
Decision Reference DRN-5595615
12 Aug 2025 Markel International Insurance Company Limited Not upheldInsuranceDRN-5595615 The complaint Mr T’s complaint is about a claim he made on his Markel International Insurance Company Limited trading as Markel Legal Expenses Insurance (‘Markel’) landlord’s legal expenses insurance policy, which Markel declined to cover. Mr T says Markel treated him unfai... (2 pages)View decision -
Decision Reference DRN-5669119
12 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5669119 The complaint Ms N complains U K Insurance Limited handled her home emergency claim poorly What happened Ms N had a problem with her heating system. She claimed against her UKI home emergency insurance policy. She wasn’t happy with the service provided by its engineers. She... (2 pages)View decision -
Decision Reference DRN-5710315
12 Aug 2025 NatWest Markets Plc Not upheldBanking and PaymentsDRN-5710315 The complaint Mr S complains about the service he received from NatWest Markets Plc trading as Sainsburys Bank (SB”) when a block was applied to his account. What happened Mr S holds a credit card account with SB. On 1 May 2025 SB applied a block to the account. Mr S contact... (2 pages)View decision -
Decision Reference DRN-5563251
12 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5563251 The complaint Miss B complains that Barclays Bank UK PLC has failed to help her after she lost money that she borrowed on her Barclays mortgage to a scam. What happened Miss B has a mortgage with Barclays. In 2018 she applied for further borrowing. She believed the money wou... (3 pages)View decision -
Decision Reference DRN-5365066
12 Aug 2025 Moneybarn Limited Not upheldConsumer CreditDRN-5365066 The complaint Mr B is unhappy with the quality of a car financed by Moneybarn Limited using a conditional sale agreement. What happened In September 2023, Mr B entered into a conditional sale agreement with Moneybarn for a used car. The car was around ten years old and had b... (2 pages)View decision -
Decision Reference DRN-5555590
12 Aug 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5555590 The complaint Miss O has complained that Assurant General Insurance Limited (Assurant) unfairly dealt with a claim under her gadget insurance policy. What happened Miss O contacted Assurant to make a claim when her tablet stopped working. Assurant accepted the claim and ass... (3 pages)View decision -
Decision Reference DRN-5655641
12 Aug 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5655641 The complaint Mr P complains that Link Financial Outsourcing Limited trading as Antelope Loans was irresponsible in its lending to him. What happened Mr P said he impulsively applied for a £5,000 loan in November 2024. He said this should not have been provided to him as he ... (2 pages)View decision -
Decision Reference DRN-5746264
12 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5746264 Complaint Mr D has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his account. Mr D is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr D’s account were unfair as there was a... (5 pages)View decision
