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 366874 results
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Decision Reference DRN-4503429
2 May 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-4503429 The complaint Mr P has complained that Barclays Bank UK Plc, trading as Barclaycard (‘Barclaycard’), unfairly turned down his claims made under provisions of the Consumer Credit Act 1974 (‘the CCA’). What happened On 5 February 2014, Mr P purchased a holiday club membership... (3 pages)View decision -
Decision Reference DRN-5348480
2 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5348480 The complaint Mr R has complained that Aviva Insurance Limited wouldn’t authorise cover on his private health insurance policy for a medical procedure. What happened Mr R began to suffer from sudden fainting episodes. He contacted Aviva who authorised investigations into th... (3 pages)View decision -
Decision Reference DRN-5432817
2 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5432817 The complaint Mr S complains that Revolut Ltd (Revolut) keep allowing him to open a current account, which enables him to gamble. He would like them to stop him from opening accounts, refund the money he has gambled since he made them aware he had a problem, and pay compensa... (3 pages)View decision -
Decision Reference DRN-5528797
2 May 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5528797 The complaint Mr O complains that Vanquis Bank Limited irresponsibly lent to him. Mr O is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr O himself. What happen... (5 pages)View decision -
Decision Reference DRN-5498614
2 May 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5498614 The complaint Mrs C has complained that Chetwood Financial Limited trading as Better Borrow (“Better Borrow”) gave her loans that she couldn’t afford to repay. What happened A summary of Mrs C’s borrowing can be found below. loan number loan amount total to repay agreement... (6 pages)View decision -
Decision Reference DRN-5527722
2 May 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5527722 The complaint Ms B complains that AA Underwriting Insurance Company Limited (‘AA’) underpaid the settlement on a claim she made on her home insurance policy. What happened Ms B’s home suffered damage following an escape of water, so she contacted AA in April 2023 to make a ... (3 pages)View decision -
Decision Reference DRN-5496792
2 May 2025 Wakam UpheldInsuranceDRN-5496792 The complaint Mr A complains Wakam unfairly declined a claim made on his pet insurance policy. Any reference to Wakam includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties. And as our Investigator detailed what h... (3 pages)View decision -
Decision Reference DRN-5508402
2 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5508402 The complaint Mr S complains that Barclays Bank UK PLC trading as Tesco Bank declined his transactions and blocked his card. What happened Mr S holds a credit card with Tesco Bank. He’s unhappy that his card was declined when he tried to make a purchase in a Tesco supermarke... (3 pages)View decision -
Decision Reference DRN-5410680
2 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5410680 The complaint Mr R has complained about the way Admiral Insurance (Gibraltar) Limited dealt with a cancellation of his car insurance policy. What happened In November 2023 Mr R bought a car insurance policy with Admiral. In December 2023 Admiral gave Mr R seven days’ notice... (3 pages)View decision -
Decision Reference DRN-5528463
2 May 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5528463 The complaint Mr C transferred monies from an occupational defined-benefit (‘DB’) pension scheme into a Self-Invested Personal Pension (‘SIPP’) with Westerby Trustee Services Limited (‘Westerby’). The transferred monies were then invested in an asset which has since failed, ... (26 pages)View decision
