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 392389 results
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Decision Reference DRN-5700758
7 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5700758 The complaint Mr C is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, sent him a Notice of Sums in Arrears (“NOSIA”) when this wasn’t warranted. What happened On 16 October 2024, Tesco sent Mr C a monthly statement for his credit account wherein a minimum payment o... (3 pages)View decision -
Decision Reference DRN-5565788
7 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5565788 The complaint Mr F is unhappy that a car supplied to him under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited (‘MBFS’) was of an unsatisfactory quality. What happened In February 2024, Mr F was supplied with a used car through a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5498526
7 Aug 2025 Aviva UK Digital Limited Not upheldInsuranceDRN-5498526 The complaint Mr F complains that Aviva UK Digital Limited (‘Aviva’) didn’t make it clear to him when he chose to pay for his home insurance policy that he was taking out a credit agreement which would show on his credit report. What happened Mr F took out a home insurance ... (3 pages)View decision -
Decision Reference DRN-5709693
7 Aug 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5709693 The complaint Mr E complains that Madison CF UK trading as 118 118 Money (“118”) irresponsibly lent him a credit card. What happened In July 2022 Mr E applied for a credit card with 118. The application was approved, and he was given a credit limit of £1,200. The limit was ... (2 pages)View decision -
Decision Reference DRN-5704442
7 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5704442 The complaint Mr U complains about the price of his motor insurance policies with U K Insurance Limited trading as Direct Line. What happened Mr U held a motor insurance policy with Direct Line costing roughly £400. That policy renewed and its price increased to roughly £700... (2 pages)View decision -
Decision Reference DRN-5560197
7 Aug 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5560197 The complaint A limited company, which I will refer to as G complains about the handling of its commercial motor insurance claim by Accredited Insurance (Europe) Ltd. What happened The following is intended only as a summary of the events leading to this point. Additionally,... (3 pages)View decision -
Decision Reference DRN-5602378
7 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5602378 The complaint Mr H complains about how Admiral Insurance (Gibraltar) Limited handled a claim he made on his motor insurance policy. Reference to Admiral includes its agents. What happened Mr H held a motor insurance policy with Admiral. Following damage to his car, he made a... (3 pages)View decision -
Decision Reference DRN-5735415
7 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5735415 The complaint Mr G complains that American Express Services Europe Limited (AESEL) have shared his personal information without his permission. What happened Mr G created an email address solely for the purpose of corresponding with AESEL. He subsequently received an email t... (2 pages)View decision -
Decision Reference DRN-5722737
7 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5722737 The complaint Mr S complained about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) poor handling of an escape of water claim, under his home buildings insurance policy. What happened Mr S noticed a problem with damp in his home in December 2023. He contacted Admiral to... (4 pages)View decision -
Decision Reference DRN-5741063
7 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5741063 The complaint Mrs B complains that Clydesdale Bank Plc trading as Virgin Money made errors in transferring two ISAs, and she lost interest and tax benefits. What happened In October 2024 Mrs B contacted Virgin Money by email as she wanted to carry out two transfers from her ... (3 pages)View decision