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 381082 results
-
Decision Reference DRN-5719849
2 Oct 2025 Lendable Ltd UpheldConsumer CreditDRN-5719849 The complaint Mr C complains that a car supplied to him under a hire purchase agreement with Lendable Ltd trading as Autolend was of an unsatisfactory quality. What happened In October 2024, Mr C was supplied with a used car through a hire purchase agreement with Autolend. T... (4 pages)View decision -
Decision Reference DRN-5839729
2 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5839729 The complaint Mr T complains about the level of service provided by Admiral Insurance (Gibraltar) Limited and its agent following a claim made on his motor insurance policy. He wants £5,000 compensation for the trouble and upset caused. What happened Mr T’s car was stolen a... (2 pages)View decision -
Decision Reference DRN-5669563
2 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5669563 The complaint Mr W complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost to an investment scam. He’s being represented in this complaint. To keep things simple, I’ll refer to Mr W throughout this decision. What happened The background is known to both parti... (2 pages)View decision -
Decision Reference DRN-5709233
2 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5709233 The complaint Ms O complains that Nationwide Building Society didn’t do enough to help her, when she told it about a dispute she had with a merchant. The goods in dispute were partly paid for by direct debit from Ms O’s Nationwide current account. What happened In January 20... (3 pages)View decision -
Decision Reference DRN-5833346
2 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5833346 The complaint Miss H complains that following a report by her of financial abuse Bank of Scotland plc trading as Halifax (“Halifax”) closed her account. In particular, Miss H is unhappy her account was closed without providing her with a good justifiable reason. What happen... (3 pages)View decision -
Decision Reference DRN-5836432
2 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5836432 The complaint Mr O complains that Barclays Bank UK Plc trading as Barclaycard (‘Barclaycard’) blocked access to his credit card account and discussed his account with a third party. Mr O is deeply unhappy and concerned about his treatment and wants his account access restore... (3 pages)View decision -
Decision Reference DRN-5687443
2 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5687443 The complaint Miss M complains about the premium Aviva Insurance Limited (Aviva) have charged for her private medical insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Miss M holds a private ... (2 pages)View decision -
Decision Reference DRN-5561165
2 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5561165 The complaint Mr B complains about a purchase made from Shop Direct Finance Company Limited trading as Very for which he had tried and failed to receive a refund. What happened On 4 November 2024, Mr B bought a voucher for a two-night getaway experience from Very, costing £9... (3 pages)View decision -
Decision Reference DRN-5807645
2 Oct 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5807645 The complaint M, a limited company, complains that Metro Bank PLC sent it information about another business customer in error and hasn’t taken this seriously. What happened The director of M says he received an email intended for another business. He considers that this con... (3 pages)View decision -
Decision Reference DRN-5808230
2 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5808230 The complaint Mr B complains that he’s received inadequate and delayed responses from Aviva Life & Pensions UK Ltd (Aviva) to questions about his pension policies. What happened I issued a provisional decision on 30 July 2025. In summary, I upheld the complaint in part.... (10 pages)View decision
