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 381194 results
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Decision Reference DRN-4938266
24 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4938266 The complaint Mr A complains about the way Bank of Scotland plc trading as Halifax responded to a claim for the cost of a course, he partly paid for using his credit card. What happened At the end of March 2023 Mr A paid a deposit of £250 using his Halifax credit card to a ... (4 pages)View decision -
Decision Reference DRN-5262655
24 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5262655 The complaint Mr S and Mrs S complain about Aviva Insurance Limited’s (“Aviva”) handling of their claim under their home insurance policy. Mrs S has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any actio... (5 pages)View decision -
Decision Reference DRN-5069328
24 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5069328 The complaint Mr I complains that Barclays Bank UK Plc processed a cheque, intended for him, into an account that he says was fraudulently opened. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview o... (2 pages)View decision -
Decision Reference DRN-5086472
24 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5086472 The complaint Mr K complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (4 pages)View decision -
Decision Reference DRN-5334039
24 Mar 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5334039 The complaint Mr H complains that Sainsbury’s Bank plc (‘Sainsbury’s’) didn’t explain his personal loan interest rate to him clearly and provided inadequate support and forbearance when he experienced financial difficulty. Mr H is assisted by his solicitors to bring this co... (4 pages)View decision -
Decision Reference DRN-5421028
24 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5421028 The complaint Mr and Mrs B complain that Barclays Bank UK PLC misled them and unfairly declined to port their mortgage. They had to pay an early repayment charge (ERC) and re-mortgage at a higher interest rate. What happened Mr and Mrs B had a mortgage with Barclays with sev... (5 pages)View decision -
Decision Reference DRN-5053630
24 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5053630 The complaint Mr M has complained about the service provided by Royal & Sun Alliance Insurance Limited (‘RSA’) following his claim under his car insurance policy. For the avoidance of doubt, the term RSA includes its contractors and representatives for the purposes of th... (4 pages)View decision -
Decision Reference DRN-5194297
24 Mar 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5194297 The complaint Mrs R is unhappy Creation Consumer Finance Ltd (Creation) have charged interest on her buy-now-pay-later transaction (BNPL). Mrs R is represented in this matter by her husband, but for ease I will refer only to Mrs R throughout, as it is her agreement with Cre... (3 pages)View decision -
Decision Reference DRN-5391989
24 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5391989 The complaint Miss J complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this compla... (6 pages)View decision -
Decision Reference DRN-5422241
24 Mar 2025 First Central Underwriting Limited UpheldInsuranceDRN-5422241 The complaint Mr G complains that First Central Underwriting Limited (First Central) unfairly avoided his car insurance policy following a claim he made. What happened Mr G held a motor insurance policy underwritten by First Central. He made a claim in September 2024 after... (4 pages)View decision
