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 381196 results
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Decision Reference DRN-5840127
6 Oct 2025 Decidebloom Limited UpheldConsumer CreditDRN-5840127 The complaint Miss C complains that Decidebloom Limited trading as Stoneacre Peterborough Cupra (“Decidebloom”) did not address her claim properly. What happened In January 2024 Miss C bought a nearly new car from a dealer. This was paid for by a deposit, part exchange and f... (3 pages)View decision -
Decision Reference DRN-5694816
6 Oct 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5694816 The complaint Mr R complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. Mr R wants the interest and charges refunded and all adverse information regarding the loan removed from his credit file. What happened Mr R was provided... (4 pages)View decision -
Decision Reference DRN-5862982
6 Oct 2025 Vitality Life Limited Not upheldInsuranceDRN-5862982 The complaint Mrs B complains about the settlement value of a claim she made on her life and serious illness policy, provided by Vitality Life Limited. Mrs B is also unhappy about the way in which Vitality communicated its decision. What happened The history to this complai... (3 pages)View decision -
Decision Reference DRN-5701257
6 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5701257 The complaint Mr P, a sole trader, complains that about the way that Barclays Bank UK Plc carried out a Know Your Customer (KYC) review of his business account. He says that Barclays failed to make reasonable adjustments for him as a vulnerable customer, failed to respond to... (8 pages)View decision -
Decision Reference DRN-5612819
6 Oct 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5612819 The complaint Ms H complains that she didn’t take out the protection policy for which Domestic & General Insurance Plc (“D&G”) have been charging her. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are th... (2 pages)View decision -
Decision Reference DRN-5743882
6 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5743882 The complaint Mr E, on behalf of Mrs E, complains that Aviva Insurance Limited (“AIL”) deemed her boiler beyond repair following a claim under the home emergency policy, and caused damage resulting in additional costs. When I refer to what Mr E said, and what AIL said, it sh... (4 pages)View decision -
Decision Reference DRN-5668038
6 Oct 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5668038 The complaint Mr M complained that Advantage Insurance Company Limited didn’t offer him enough for his car’s market value under his motor insurance policy. What happened After Mr M’s car was damaged in an accident, Advantage decided that it was uneconomical to repair. They c... (3 pages)View decision -
Decision Reference DRN-5298797
6 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5298797 The complaint The estate of Mrs C complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to prevent the loss of a substantial amount of cash from the account. What happened The estate are represented here by Mrs B, so I’ll refer to both Mrs C (now ... (5 pages)View decision -
Decision Reference DRN-5845898
6 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5845898 The complaint Mr A complains about U K Insurance Limited (UKI) splitting liability for an accident involving a collision with a third party – which he maintains wasn’t his fault - when they wrongly told him the third-party insurer had accepted liability. He’s also unhappy at... (5 pages)View decision -
Decision Reference DRN-5694617
6 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5694617 The complaint Mr B complains that U K Insurance Limited (“UKI”) damaged his car when delivering it back to him following a claim under his roadside assistance insurance policy. When I refer to UKI I also mean its suppliers and contractors whose actions UKI is responsible for... (2 pages)View decision
