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-5862327
17 Oct 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5862327 The complaint Mr B complains that ACI-UK Limited (ACI) contacted him excessively both before and after he set up a payment plan with them. What happened ACI are the debt servicing company for three accounts that belong to Mr B and have been sold to debt purchasers by the ori... (2 pages)View decision -
Decision Reference DRN-5882901
17 Oct 2025 Vitality Life Limited Not upheldInsuranceDRN-5882901 The complaint Mr T and Mrs T have complained that Vitality Life Limited has reduced their life and serious illness cover. What happened Mr T and Mrs T took out life and serious illness cover with Vitality through an independent financial adviser in 2015. The date of birth e... (2 pages)View decision -
Decision Reference DRN-5882499
17 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5882499 The complaint Mr and Mrs L are complaining about the amount Aviva Insurance Limited has paid to settle part of a claim they made on their buildings insurance policy. What happened In October 2023 Mr and Mrs L’s property was damaged through an escape of water. A lot of issues... (3 pages)View decision -
Decision Reference DRN-5721366
17 Oct 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5721366 The complaint Mrs R complains about the hire purchase agreement she signed up to for the supply of a car from CA AUTO FINANCE UK LTD (“CA”). What happened Mrs R has been represented in bringing her complaint to our service by her husband, but I will always refer to Mrs R her... (4 pages)View decision -
Decision Reference DRN-5851126
17 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5851126 The complaint Mrs M and the estate of the late Mr M complain that Barclays Bank UK PLC will not refund money lost to a scam. What happened The background to this complaint is well known to both parties, so I will not repeat it in detail here. In summary, while on holiday Mr ... (3 pages)View decision -
Decision Reference DRN-5680955
17 Oct 2025 Lifestyle Services Group Limited UpheldInsuranceDRN-5680955 The complaint Mrs K has complained that Lifestyle Services Group Limited trading as Assurant unreasonably refused to consider her claim for a lost mobile phone What happened Mrs K bought a new mobile phone and insured it with Assurant. Unfortunately, it went missing when she... (4 pages)View decision -
Decision Reference DRN-5731558
17 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5731558 The complaint Mr A complains about how Admiral Insurance (Gibraltar) Limited handled a glass claim made on his motor insurance policy. He wants his car’s windscreen replaced with a manufacturer’s genuine part, the excess waived and compensation for his trouble and upset. Wh... (3 pages)View decision -
Decision Reference DRN-5869755
17 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5869755 The complaint Mr T complains that Nationwide Building Society (‘the Society’) hasn’t paid the cash reward he says was due to him under an account switching offer. What happened In December 2024, Mr T switched his current account to the Society from a third-party bank. The S... (3 pages)View decision -
Decision Reference DRN-5626843
17 Oct 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5626843 The complaint Everyday Lending Limited trading as Everyday Loans (ELL) provided Mr P with a loan in June 2023. Mr P says the loan was provided irresponsibly. What happened Mr P complains about the loan below: Date Capital Interest rateTerms Monthly repayment May 2023£1,500... (2 pages)View decision -
Decision Reference DRN-5731414
17 Oct 2025 Atom Bank PLC Not upheldBanking and PaymentsDRN-5731414 The complaint Mr T complains Atom Bank PLC sent him a consolidated tax certificate for all of his accounts rather than individual certificates. What happened Mr T has five accounts with Atom. Mr T complained to Atom when it sent him a consolidated tax certificate covering al... (2 pages)View decision