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 400694 results
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Decision Reference DRN-5795338
15 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5795338 The complaint P, a limited company, complains about Ageas Insurance Limited’s handling of their subsidence claim. P is represented by one of their directors, Mr I. Any reference to Ageas includes the actions of its agents. What happened In October 2021, P took out a landl... (2 pages)View decision -
Decision Reference DRN-5819493
15 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5819493 The complaint Mr and Mrs F complain about the way AXA Insurance UK Plc has handled a claim they made on their home insurance policy for damage caused by subsidence. As Mr F has been the main correspondent for the claim and complaint, I’ve only referred to him in this decisio... (3 pages)View decision -
Decision Reference DRN-5643066
15 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5643066 The complaint P, a limited company, complains about Ageas Insurance Limited’s decision to turn down their subsidence claim. P is represented by one of their directors, Mr I. Any reference to Ageas includes the actions of its agents. What happened In October 2021, P took o... (4 pages)View decision -
Decision Reference DRN-5848336
15 Oct 2025 Hollybeck Limited Not upheldMortgagesDRN-5848336 The complaint Mr and Mrs L complain that Hollybeck Limited misled them about the interest rates available on a lifetime mortgage. What happened Mr and Mrs L have a lifetime mortgage with a lender I’ll call M. It was originally taken out in 2022, following advice from Hollybe... (3 pages)View decision -
Decision Reference DRN-5776368
15 Oct 2025 George Square Financial Management Ltd Not upheldInvestmentsDRN-5776368 The complaint The estate of Mr R has complained about the advice the late Mr R was given by George Square Financial Management Ltd (‘George Square’). The estate says the advice was inappropriate for Mr R’s needs, other options weren’t adequately discussed and resulted in a d... (9 pages)View decision -
Decision Reference DRN-5884611
15 Oct 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5884611 The complaint Mr J’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (‘the Lender’), acted unfairly and unreasonably by deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’) and... (3 pages)View decision -
Decision Reference DRN-5678390
15 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5678390 The complaint Mr N is unhappy with how Barclays Bank UK PLC trading as Barclaycard (‘Barclays’) administered his credit card. What happened Mr N says he did a balance transfer to his credit card towards the end of 2024. He said this was on an offer to remain at 0% interest ... (3 pages)View decision -
Decision Reference DRN-5518088
15 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5518088 The complaint Mr B complains about the actions of Revolut Ltd when he lost money to a scam. Mr B is being supported in making this complaint by a legal representative, but for ease, I’ll only refer to Mr B below. What happened The detailed background to this complaint is w... (3 pages)View decision -
Decision Reference DRN-5648166
15 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5648166 The complaint A limited company, which I’ll refer to as ‘T’, complains that Lloyds Bank PLC didn’t notify it that its Bounce Back Loan (“BBL”) was in arrears until it was too late to avoid the loan being defaulted. T’s complaint is brought to this service by its director, wh... (4 pages)View decision -
Decision Reference DRN-5868847
15 Oct 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5868847 The complaint Mr B complains about the quality of a vehicle he acquired through a hire purchase agreement financed by Startline Motor Finance Limited (SMF). What happened In July 2024 Mr B acquired a used car through a hire purchase agreement. The car was around seven years... (4 pages)View decision