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 383377 results
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Decision Reference DRN-5395568
8 Apr 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5395568 The complaint Mrs R complain about the quality of service from their insurer, Acromas Insurance Company Limited (Acromas), under their breakdown cover in respect of breakdowns to their vehicle while on a trip overseas. References to Acromas in this decision include their ag... (5 pages)View decision -
Decision Reference DRN-5337846
8 Apr 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5337846 The complaint Mr T complains that a purchase financed by Creation Consumer Finance Ltd (Creation) wasn’t delivered. What happened On 17 June 2024, Mr T bought a tablet and pen from a retailer (which I will call ‘firm A’). Mr T borrowed the money from Creation to finance his ... (3 pages)View decision -
Decision Reference DRN-5336537
8 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5336537 The complaint Mrs and Mr W complain that Aviva Insurance Limited mis-sold their household insurance. What happened On 27 March 2019 Mrs and Mr W took out a household insurance policy online with Aviva. The policy commenced on 1 April 2019. Prior to the policy being purchase... (4 pages)View decision -
Decision Reference DRN-5082251
8 Apr 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5082251 The complaint Mr M complains about the way in which American Express Services Europe Limited handled his claim for a refund when goods he had bought with his credit card were not delivered. What happened In February 2024 Mr M placed an online order for four items at a total ... (2 pages)View decision -
Decision Reference DRN-5256448
8 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5256448 The complaint Mr C and Mrs C complain about Aviva’s handling of their buildings insurance claim. All references to Aviva also include its appointed agents. What happened What my decision focusses on I’m aware Mr C and Mrs C have made previous complaints to our service about ... (4 pages)View decision -
Decision Reference DRN-5397303
8 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5397303 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct (First Direct) didn’t honour a current account switch incentive payment. What happened In October 2024 First Direct was offering a £175 switch incentive payment to customers switching their bank accou... (3 pages)View decision -
Decision Reference DRN-4910090
8 Apr 2025 UAB ZEN.COM UpheldBanking and PaymentsDRN-4910090 The complaint Mr N, has complained that UAB ZEN.COM (“Zen”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on givi... (3 pages)View decision -
Decision Reference DRN-4910085
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4910085 The complaint Mr N has complained that Barclays Bank UK PLC (“Barclays”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will ... (3 pages)View decision -
Decision Reference DRN-5180224
8 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5180224 The complaint Ms L complains that Santander UK Plc (Santander) won’t refund money she lost in an investment scam. What happened What Ms L says: Ms L saw an article online which was apparently promoted by a well-known TV personality. She registered her interest and was then c... (6 pages)View decision -
Decision Reference DRN-5080834
8 Apr 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5080834 The complaint Miss S complains about the quality of a car supplied to her on finance by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘AFS’). What happened The parties are familiar with the background details of this complaint – so I will bri... (4 pages)View decision
