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-5677003
19 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5677003 The complaint Mrs V complains about the way Barclays Bank UK PLC handled a claim she made to it. What happened The parties are familiar with the background of this complaint so I won’t go into detail here. It reflects my informal remit. In summary, in February 2024 Mrs V use... (3 pages)View decision -
Decision Reference DRN-5819798
19 Sep 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5819798 The complaint Mr H says Blue Motor Finance Ltd (‘Blue Motor’), has poorly administrated the early termination of his car finance agreement. What happened This complaint is about a hire purchase agreement that Mr H took out to purchase a car in April 2022. The vehicle had a r... (3 pages)View decision -
Decision Reference DRN-5672036
19 Sep 2025 RAC FINANCIAL SERVICES LIMITED Not upheldInsuranceDRN-5672036 The complaint Mrs P complains that RAC Financial Services Limited (‘RAC’) unfairly charged a cancellation fee when she cancelled her motor insurance. What happened Mrs P bought an RAC breakdown insurance policy online on 20 February 2025 to start on 31 March. On 27 March she... (2 pages)View decision -
Decision Reference DRN-5822741
19 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5822741 The complaint Ms W complains about the way AXA Insurance UK Plc (AXA) has handled the claim she made under her home insurance policy. Ms W is being represented in this complaint, but for ease I have referred to her throughout. What happened In December 2022 Ms W suffered an ... (4 pages)View decision -
Decision Reference DRN-5796073
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5796073 The complaint Mr K has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened Mr K says he saw an advertisement about online investments on the internet in May 2022. As Mr K was looking for an extra source of income, he was interested in the ... (4 pages)View decision -
Decision Reference DRN-5589124
19 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5589124 The complaint Mr A is unhappy that Legal and General Assurance Society Limited (L&G) declined a claim made on his employer’s group income protection scheme. What happened Mr A is a beneficiary of his employer’s group income protection scheme (‘the policy’). He claimed on... (2 pages)View decision -
Decision Reference DRN-5828717
19 Sep 2025 Ageas Insurance Limited UpheldInsuranceDRN-5828717 The complaint Mr and Mrs D have complained about their home insurer Ageas Insurance Limited because it declined their claim for a damaged and/or blocked underground pipe on the basis the damage and/or blockage had occurred before the policy began. What happened For a numbe... (4 pages)View decision -
Decision Reference DRN-5767952
19 Sep 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5767952 The complaint Mrs J complains that Marks & Spencer Financial Services Plc (“M&S”) rejected her claim for a refund for a faulty car engine. What happened In May 2023 Mrs J paid £7,727.18 for a replacement engine for her son’s car. She paid for this using her M&S c... (3 pages)View decision -
Decision Reference DRN-5775952
19 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5775952 The complaint Mr L complains that Wise Payments Limited trading as Wise (Wise) unfairly closed his account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of... (3 pages)View decision -
Decision Reference DRN-5542527
19 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5542527 The complaint Miss L complains Lloyds Bank PLC won’t refund the money she says she lost to a scam. What happened In November 2024, Miss L was looking to move. She saw and responded to an online advert about renting a room and arranged to view the property. Miss L says she di... (3 pages)View decision