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 401363 results
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Decision Reference DRN-5621791
29 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5621791 The complaint Miss A complains that Bank of Scotland Plc, trading as Halifax, won’t reimburse funds she lost to fraud and provided poor service. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or a... (3 pages)View decision -
Decision Reference DRN-5805737
29 Oct 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5805737 The complaint Mrs S complains that Casualty & General Insurance Company (Europe) Ltd (CGICE) have unfairly declined a claim under her pet insurance policy. What happened Mrs S held a pet insurance policy with CGICE for her dog, which she had rehomed from a relative in 2... (3 pages)View decision -
Decision Reference DRN-5803299
29 Oct 2025 Arval UK Limited Not upheldConsumer CreditDRN-5803299 The complaint Mr L complains that Arval UK Limited (Arval) unfairly charged him for damage to alloy wheels at the end of his hire agreement . He would like this resolved. What happened The details of this complaint are well known to both parties so I won’t repeat them again... (2 pages)View decision -
Decision Reference DRN-5848258
29 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5848258 The complaint Mr F complains Volkswagen Financial Services (UK) Limited trading as Volkswagen Commercial Vehicle Financial Services (“VCWFS”) have treated him unfairly by not honouring the original price he was given by a broker for a hire agreement he applied for. What hap... (3 pages)View decision -
Decision Reference DRN-5894925
29 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5894925 The complaint Miss L complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly lent to her. What happened Miss L’s Barclaycard credit limit was increased from £5,900 to £7,900 in June 2018. Miss L says this was lent to her irresponsibly. Miss L made a complain... (3 pages)View decision -
Decision Reference DRN-5882768
29 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5882768 The complaint Mr M complains about a car supplied under a hire purchase agreement, provided by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’). What happened Around December 2021 Mr M acquired a new car under a hire purchase agreement ... (3 pages)View decision -
Decision Reference DRN-5910118
29 Oct 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5910118 The complaint Miss P has complained about the premium Liverpool Victoria Insurance Company (Highway) charged under her home insurance policy. What happened Miss P bought a home insurance policy through a broker in June 2022. The insurer for the policy is Highway. Miss P repo... (3 pages)View decision -
Decision Reference DRN-5912855
29 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5912855 The complaint Mr K complains that Revolut Ltd won’t refund the money he lost to an investment scam. Mr K is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both parties. So,... (10 pages)View decision -
Decision Reference DRN-5892753
29 Oct 2025 MBNA Limited UpheldBanking and PaymentsDRN-5892753 The complaint Mr G complains that MBNA Limited trading as MBNA irresponsibly lent to him. What happened Mr G was approved for an MBNA credit card in August 2021, with a £3,900 credit limit. Mr G says this was irresponsibly lent to him, and he made a complaint to MBNA, who di... (3 pages)View decision -
Decision Reference DRN-5742539
29 Oct 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5742539 The complaint Mr H complains that Assurant General Insurance Limited declined a claim he made under his mobile phone insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstan... (2 pages)View decision