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 374385 results
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Decision Reference DRN-5765495
28 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5765495 The complaint Mr G complains that Moneybarn No. 1 Limited (Moneybarn) failed to tell him that he couldn’t voluntarily terminate his finance agreement with them in July 2024. What happened The detailed background to this complaint is well known to both parties. So, I’ll only ... (2 pages)View decision -
Decision Reference DRN-5733191
28 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5733191 The complaint Mrs D complains that Barclays Bank UK PLC (Barclays) are breaching the Equality Act 2010 by not allowing her attorney to access the app. Mrs D is represented by a third party, her attorney who I’ll refer to as B for ease of reading. What happened The details o... (2 pages)View decision -
Decision Reference DRN-5771898
28 Aug 2025 Bank of Scotland Plc UpheldMortgagesDRN-5771898 The complaint Mr S complains that Bank of Scotland plc, trading as Intelligent Finance (IF), lent him a mortgage secured on a property that was overvalued. He also complains about recent action IF has taken to recover the debt because the mortgage is in arrears. What happene... (6 pages)View decision -
Decision Reference DRN-5779554
28 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5779554 The complaint Mr C complains that Aviva Insurance Limited declined his claim against his bicycle insurance policy. Reference to Aviva includes its agents. What happened In summary, Mr C has a bicycle insurance policy underwritten by Aviva. In the form he filled in on-line t... (3 pages)View decision -
Decision Reference DRN-5782045
28 Aug 2025 Wakam UpheldInsuranceDRN-5782045 The complaint Mr M and Mrs K have complained that Wakam avoided their home insurance policy and refused to pay a claim. What happened Mr M and Mrs K took out a home insurance policy with Wakam online. They later made a claim for water damage. Wakam assessed the claim and s... (5 pages)View decision -
Decision Reference DRN-5592909
28 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5592909 The complaint Mrs B complains that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim she made under her commercial property insurance policy. Mrs B has been represented by third parties during the claims and complaints process. But, for ease, I’ll re... (3 pages)View decision -
Decision Reference DRN-5633469
28 Aug 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5633469 The complaint Mr A complains that a car that was supplied to him under a hire purchase agreement with Toyota Financial Services (UK) plc, trading as Lexus Financial Services, was misrepresented to him. What happened A new car was supplied to Mr A under a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-5714490
28 Aug 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5714490 The complaint Mr B has complained that his commercial vehicle insurer, Haven Insurance Company Limited (‘Haven’), delayed repairing his car after it was stolen and then found in a damaged state. All references to Haven include its agents. What happened In December 2023, Mr... (4 pages)View decision -
Decision Reference DRN-5782036
28 Aug 2025 Phoenix Life CA Limited UpheldPensions and AnnuitiesDRN-5782036 The complaint Mrs P complains about Phoenix Life CA Limited’s handling of the claims against her late husband, Mr D’s, policies. This specific complaint is made in her capacity as beneficiary of one of the policies. She’s also made a complaint in her role as administrator fo... (5 pages)View decision -
Decision Reference DRN-5180751
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5180751 The complaint Ms D is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Ms D is being represented by a professional representative but for ease of I’ll only refer to Ms D in the decision. What happened The detailed background to this complaint... (3 pages)View decision
