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 388057 results
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Decision Reference DRN-5441080
29 Apr 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5441080 The complaint Miss M is unhappy that Advantage Insurance Company Limited (“Advantage”) declined her accidental damage claim under her contents insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are ... (4 pages)View decision -
Decision Reference DRN-5459698
29 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5459698 The complaint Mr W complains that a car supplied with finance from BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS) wasn’t of satisfactory quality. What happened In August 2020 Mr W was supplied with a used car and entered into a hire purchas... (3 pages)View decision -
Decision Reference DRN-5287633
29 Apr 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5287633 The complaint Mr B has complained about Aviva Life & Pensions UK Limited’s handling of a claim made under a pension policy following the death of his father. What happened Mr B’s father had a personal pension with Aviva. On 14 May 2024 Mr B rang Aviva to inform it about... (3 pages)View decision -
Decision Reference DRN-5257741
29 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5257741 The complaint Mr B and Mrs F complain about U K Insurance Limited (trading as Direct Line – “UKI”)’s handling of their buildings insurance claim. All references to UKI also include its appointed agents. What happened UKI did not provide a final response to the complaint, how... (3 pages)View decision -
Decision Reference DRN-5223339
29 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5223339 The complaint A company, which I’ll refer to as F, complain that Barclays Bank UK PLC won’t refund it for the money lost when its director, Mr A – who brings this complaint on F’s behalf – fell victim to a scam. What happened The background to this complaint is well known t... (3 pages)View decision -
Decision Reference DRN-5385315
29 Apr 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5385315 The complaint Mr S complains that First Central Underwriting Limited (“First Central”) scratched his car whilst arranging repairs, under his motor insurance policy. What happened The rear of Mr S’s car was damaged in an accident in August 2024. He made a claim to First Centr... (2 pages)View decision -
Decision Reference DRN-5446697
29 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5446697 The complaint Mr B complains that Aviva Insurance Limited unfairly charged him after he cancelled his motor insurance. What happened Mr B renewed his motor insurance policy with Aviva in March 2024 through a broker. He paid £406.94 for the policy plus a broker’s administrat... (2 pages)View decision -
Decision Reference DRN-5289972
29 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5289972 The complaint Mr H complains American Express Services Europe Limited (Amex) won’t refund the money he paid towards flights after he experienced issues. What happened In December 2024, Mr H booked flights through a travel agency who I’ll call T. Mr H paid a total of £6,076.2... (3 pages)View decision -
Decision Reference DRN-5431627
29 Apr 2025 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-5431627 The complaint Mrs P says Bank of Ireland (UK) Plc (BOI) irresponsibly lent to her. What happened BOI agreed a loan for Mrs P on 19 September 2022. The loan was for £20,000 to be repaid in monthly instalments of £479.68 over 60 months, and the total amount owed was £28,780.80... (3 pages)View decision -
Decision Reference DRN-5427521
29 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5427521 The complaint Mr K complains that Lloyds Bank PLC has not met his claim arising from the cancellation of flights which he paid for using his credit card. Lloyds Bank trades in this case under the MBNA brand. What happened In January 2024 Mr K booked flights for himself and h... (3 pages)View decision