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 369227 results
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Decision Reference DRN-5601230
27 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5601230 The complaint Mr D has complained that Liverpool Victoria Insurance Company Limited trading as Britannia Rescue (“LV”) hasn’t refunded him for breakdown cover or covered his costs in relation to a breakdown, following what Mr D believes was its refusal to meet its obligation... (3 pages)View decision -
Decision Reference DRN-5598521
27 Jun 2025 Next Retail Limited Not upheldConsumer CreditDRN-5598521 The complaint Miss P complains Next Retailed Limited trading as NextPay (NextPay) shouldn’t have opened a second credit account because she previously had an account with it which had defaulted. What happened Miss P first opened an account with NextPay in 2013. This account... (4 pages)View decision -
Decision Reference DRN-5498246
27 Jun 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5498246 The complaint Mrs C complained about end of contract charges for a car supplied on finance by Ald Automotive Limited. What happened Both parties are familiar with the events of this complaint, so I’ve summarised these here. Mrs C has told us that some of the events involved... (4 pages)View decision -
Decision Reference DRN-5602553
27 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5602553 The complaint Mr H complains Barclays Bank UK PLC won’t refund an Automated Teller Machine (ATM) withdrawal which debited his account even though he says he didn’t receive the cash. What happened Mr H made a cash withdrawal of £200 on 31 January 2025, he says the cash was n... (2 pages)View decision -
Decision Reference DRN-5520352
27 Jun 2025 Close Brothers Limited UpheldConsumer CreditDRN-5520352 The complaint Mr D complains that a van acquired under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance (“CBMF”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the backg... (4 pages)View decision -
Decision Reference DRN-5651457
27 Jun 2025 Platform Funding Ltd Not upheldMortgagesDRN-5651457 The complaint Mr M complains that Platform Funding Limited treated him unfairly regarding his mortgage arrears. His representative asks that Platform accepts his proposal to clear the arrears. What happened Mr M took out an interest only mortgage with Platform in 2005. The s... (4 pages)View decision -
Decision Reference DRN-5653925
27 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5653925 THE COMPLAINT Mrs B holds/held an account with Revolut Ltd (“Revolut”). Mrs B’s complaint is about Revolut’s refusal to reimburse her money she says she lost due to a scam. Mrs B is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will re... (6 pages)View decision -
Decision Reference DRN-5457742
27 Jun 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5457742 The complaint Mr S complains that the final bonus which will be applied to the with-profits pension plan he holds with Aviva Life & Pensions UK Limited (Aviva) has reduced significantly over the previous few years. He would like to understand the reason behind this and w... (4 pages)View decision -
Decision Reference DRN-5653724
27 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5653724 The complaint London & Colonial Services Limited recently changed its name to Pathlines Pensions UK Limited but for ease of reference I'll simply be referring to ‘L&C’ throughout this decision. Mr C complains that L&C failed to meet its regulatory obligatio... (50 pages)View decision -
Decision Reference DRN-5653950
27 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5653950 The complaint Mr P complains about Lloyds Bank PLC’s decision to provide him with an overdraft facility which he says was unaffordable. Mr P’s complaint has been referred to us by a professional representative, but for ease I’ll refer to all submissions as though they are h... (9 pages)View decision
