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 375868 results
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Decision Reference DRN-5714490
28 Aug 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5714490 The complaint Mr B has complained that his commercial vehicle insurer, Haven Insurance Company Limited (‘Haven’), delayed repairing his car after it was stolen and then found in a damaged state. All references to Haven include its agents. What happened In December 2023, Mr... (4 pages)View decision -
Decision Reference DRN-5782036
28 Aug 2025 Phoenix Life CA Limited UpheldPensions and AnnuitiesDRN-5782036 The complaint Mrs P complains about Phoenix Life CA Limited’s handling of the claims against her late husband, Mr D’s, policies. This specific complaint is made in her capacity as beneficiary of one of the policies. She’s also made a complaint in her role as administrator fo... (5 pages)View decision -
Decision Reference DRN-5180751
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5180751 The complaint Ms D is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Ms D is being represented by a professional representative but for ease of I’ll only refer to Ms D in the decision. What happened The detailed background to this complaint... (3 pages)View decision -
Decision Reference DRN-5161328
28 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5161328 The complaint Ms D is unhappy that Barclays Bank UK Plc haven’t refunded money she lost as a result of a scam. Ms D is being represented by a professional representative but for ease of I’ll only refer to Ms D in the decision. What happened The detailed background to this ... (3 pages)View decision -
Decision Reference DRN-5779853
28 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5779853 The complaint Mr J complains that a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS) was of an unsatisfactory quality. When I refer to what Mr J or VWFS have said or done, it should also be taken to include things sa... (6 pages)View decision -
Decision Reference DRN-5599126
28 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5599126 The complaint Mr W has complained that Barclays Bank UK PLC trading as Tesco Bank “Tesco Bank” rejected his claim for money back in relation to a garden pod he bought using credit it provided. What happened Mr W bought a dome shaped garden pod (the pod) from a supplier (who... (6 pages)View decision -
Decision Reference DRN-5776063
28 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5776063 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr and Mrs F were existing timeshare members with a timeshare provider... (8 pages)View decision -
Decision Reference DRN-5634809
28 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5634809 The complaint Mr and Mrs A complained because Lloyds Bank Plc refused to refund them for disputed transactions which they said they hadn’t authorised. What happened On 28 September 2024, Mr and Mrs A contacted Lloyds. They disputed seven transactions on their joint account ... (4 pages)View decision -
Decision Reference DRN-5592076
28 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5592076 The complaint Mr B and Mrs B have complained about delays that occurred when they applied for a remortgage with Barclays Bank UK PLC. What happened Mr B and Mrs B held a mortgage with another lender. That mortgage was on a preferential interest rate and would move to the len... (5 pages)View decision -
Decision Reference DRN-5781738
28 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5781738 The complaint Mrs M and Mr M complain that Ageas Insurance Limited have provided a poor service following their claim for an escape of oil, and that they haven’t settled the claim in full which has left them out of pocket. What happened Mrs M and Mr M made a claim under the... (6 pages)View decision
