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-5864190
10 Oct 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5864190 The complaint Mr L complains that a car supplied to him under a hire purchase agreement with MI Vehicle Finance Limited (MIVF) was of an unsatisfactory quality. What happened In June 2024, Mr L acquired a used car through a hire purchase agreement with MIVF. The car was firs... (7 pages)View decision -
Decision Reference DRN-5536750
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5536750 The complaint Mx C complains that Barclays Bank UK PLC, trading as Barclaycard, hasn’t honoured an offer it made her in relation to a claim she made on her credit card account. What happened Mx C paid for the supply and fit of some blinds using her Barclaycard credit card. Mx C... (4 pages)View decision -
Decision Reference DRN-5838204
10 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5838204 The complaint Mr K complains that Ageas Insurance Limited unfairly turned down a claim on his motor insurance policy. He also says that in the process it breached data protection rules. Reference to Ageas includes agents who’ve acted for it. What happened Mr K insured his ca... (2 pages)View decision -
Decision Reference DRN-5805407
10 Oct 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5805407 The complaint Ms P and Mr S are unhappy about how a claim made on a legal expenses insurance policy has been dealt with by ARAG Legal Expenses Insurance Company Limited. What happened The details of the complaint are well known to both parties, so I won’t go over them in ful... (2 pages)View decision -
Decision Reference DRN-5585820
10 Oct 2025 Gain Credit LLC UpheldConsumer CreditDRN-5585820 The complaint Mr G through his representatives complain that Gain Credit LLC trading as Lending Stream lent to him irresponsibly. What happened Lending Stream lent Mr G four loans, from the information provided the lending history is as follows: Loan number Start date ... (4 pages)View decision -
Decision Reference DRN-5843354
10 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5843354 The complaint N, a company represented by its directors, has complained about its vehicle insurer Aviva Insurance Limited regarding how it handled a claim made when the vehicle was hit by another car, resulting in N’s vehicle being declared a total loss. What happened N’s v... (5 pages)View decision -
Decision Reference DRN-5766245
10 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5766245 The complaint Mr C complains about the way Admiral Insurance (Gibraltar) Limited valued his car after he made a claim under his car insurance policy. What happened Mr C’s car was stolen so he made a claim under his car insurance policy with Admiral. Admiral accepted the clai... (3 pages)View decision -
Decision Reference DRN-5793311
10 Oct 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5793311 The complaint Mr and Mrs G are unhappy with the way Liverpool Victoria Insurance Company Limited (“LV”) handled their escape of water claim. Mr and Mrs G had a joint policy for buildings insurance underwritten by LV. For ease of reading, I’ll refer mainly to Mr G throughout ... (5 pages)View decision -
Decision Reference DRN-5337909
10 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5337909 The complaint Mrs S complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse the money she lost when she fell victim to what she believes to be a scam. What happened The detailed background to this complaint is well known to both parties and was set... (4 pages)View decision -
Decision Reference DRN-5601196
10 Oct 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5601196 The complaint Mrs K complains that Madison CF UK Limited trading as 118 118 Money irresponsibly lent to her. What happened 118 118 Money lent Mrs K a loan in April 2024 for £1,000. Mrs K has an outstanding balance on the account and the loan hasn’t been fully repaid. When ... (2 pages)View decision