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 400695 results
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Decision Reference DRN-5775753
11 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5775753 The complaint Miss Z complains about how Aviva Insurance Limited (Aviva) handled a claim under her motor insurance policy following an accident. She’s unhappy at Aviva’s valuation of her vehicle as a total loss, saying their valuation is too low and should be higher to refle... (7 pages)View decision -
Decision Reference DRN-5942999
11 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5942999 The complaint Miss A and Mr A complain about Admiral Insurance (Gibraltar) Limited (Admiral) not refunding a premium they paid to add an additional vehicle to their multi-cover insurance policy, when they cancelled the cover for the additional vehicle. Miss A and Mr A paid t... (5 pages)View decision -
Decision Reference DRN-5905088
11 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5905088 The complaint Mr P has complained about how Monzo Bank Ltd (Monzo) handled a refund claim. What happened Mr P used his Monzo debit card to purchase a coaching programme from a supplier I shall call ‘N’ in January 2024. This was paid with two transactions of £3,350.40 and £3,... (3 pages)View decision -
Decision Reference DRN-5655226
11 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5655226 The complaint Miss N complains in respect of her credit card with Barclays Bank UK PLC trading as Tesco Bank (‘TB’). What happened The parties are familiar with the background of this case, so I won’t repeat it in detail. It reflects my informal remit. Miss N complained to T... (2 pages)View decision -
Decision Reference DRN-5943046
11 Nov 2025 Nationwide Building Society UpheldMortgagesDRN-5943046 The complaint Mr and Mrs H said they had asked Nationwide Building Society to hold onto the unregistered deeds for their home, for safekeeping. But when they recently asked for those deeds back, Nationwide didn’t have them. They want Nationwide to cover the resulting costs. ... (6 pages)View decision -
Decision Reference DRN-5855593
11 Nov 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5855593 The complaint Mr A complains that a car supplied with finance from Volvo Car Financial Services UK Limited trading as Polestar Finance (PF) wasn’t of satisfactory quality. What happened In March 2025 Mr A was supplied with a used car and entered into a conditional sale agree... (3 pages)View decision -
Decision Reference DRN-5939563
11 Nov 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5939563 The complaint Mr and Mrs L complain that Barclays Bank UK PLC lost or destroyed the deeds to their house. They ask for compensation. What happened Mr and Mrs L took out a mortgage with Barclays in 1988. They re-mortgaged within the Barclays group in 2003. They redeemed the m... (4 pages)View decision -
Decision Reference DRN-5284831
11 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5284831 The complaint Mr G complains Bank of Scotland plc trading as Halifax, will not reimburse money he said he lost to a scam. Mr G is represented by a firm, but for ease, I have only referred to Mr G in my decision. What happened Mr G said that between June and July 2024 he made... (2 pages)View decision -
Decision Reference DRN-5823241
11 Nov 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5823241 The complaint Mr H complains that Advantage Insurance Company Limited (“Advantage”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, made by a premium-brand car-maker and first registe... (4 pages)View decision -
Decision Reference DRN-5757082
11 Nov 2025 Scottish Widows Limited Not upheldInsuranceDRN-5757082 The complaint The estate of Mr M has complained that Scottish Widows Limited cancelled Mr M’s life and life with critical illness insurance policies. What happened In 2019 Mr N applied for two policies – one was life and critical illness and one was life only. Mr M sadly pas... (2 pages)View decision