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-5871393
10 Oct 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5871393 The complaint Mr R complains Creation Consumer Finance Ltd (“Creation”) didn’t accept his claim under Section 75 for a faulty boiler. What happened The background to this complaint is well known to both parts, so I haven’t repeated it at length here. As a summary, in Novemb... (6 pages)View decision -
Decision Reference DRN-5744388
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5744388 The complaint Mr E has complained about how Barclays Bank UK PLC (Barclays) handled a refund claim he made to them. What happened Mr E purchased wrestling belts from an online marketplace I shall call ‘W’ in December 2024 using his Barclays debit card. These were two separat... (4 pages)View decision -
Decision Reference DRN-5641665
10 Oct 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5641665 The complaint Ms D complains Toyota Financial Services (UK) PLC trading as Toyota Financial Services (“Toyota”) irresponsibly lent to her. What happened Ms D had two agreements with Toyota. The first was in February 2020 for £14,255.65 to be repaid over 48 months with a mon... (3 pages)View decision -
Decision Reference DRN-5632857
10 Oct 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5632857 The complaint Mr N complains that a car that was supplied to him under a hire purchase agreement with Advantage Finance Ltd (“Advantage”) wasn’t of satisfactory quality. What happened The parties are familiar with the background to this complaint – so I will only summarise ... (5 pages)View decision -
Decision Reference DRN-5857439
10 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5857439 The complaint T complain about U K Insurance Limited’s decision to decline a claim they made after a wall collapsed at their property. What happened The background to this case is well known to both parties, so I’ll give only a brief summary here. T, a business, has a guest ... (5 pages)View decision -
Decision Reference DRN-5583875
10 Oct 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5583875 The complaint Mr Z complains that Kroo Bank Ltd (‘Kroo’) unfairly restricted his account and held onto funds. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decis... (2 pages)View decision -
Decision Reference DRN-5874476
10 Oct 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5874476 The complaint Mr C and Ms P are unhappy with delays caused by Fairmead Insurance Limited (FIL) during a claim on their buildings and contents insurance policy. What happened Mr C and Ms P suffered an escape of water at their property in December 2022. The claim was accepted ... (3 pages)View decision -
Decision Reference DRN-5746577
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5746577 The complaint Mr K, via a representative, complains that Barclays Bank UK PLC (“Barclays”) have failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again... (3 pages)View decision -
Decision Reference DRN-5213321
10 Oct 2025 Perennial Financial Management Limited Not upheldInvestmentsDRN-5213321 The complaint Mr L, in acting as the representative of the late Mrs L’s estate, complains that Perennial Financial Management Limited (Perennial) caused delays in administering the estate by unnecessarily requiring original documents and the impact of one of those going miss... (4 pages)View decision -
Decision Reference DRN-5874512
10 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5874512 The complaint Mr C and Mrs C complain that AXA Insurance UK Plc (“AXA”) has unfairly settled a claim in relation to their home insurance policy following a fire. Any reference to Mr C and Mrs C, and AXA, includes respective agents and representatives. What happened The backg... (6 pages)View decision