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 365360 results
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Decision Reference DRN-5537813
8 May 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5537813 The complaint Mr F complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) lent to him in an irresponsible manner. What happened I issued a provisional decision on this complaint last month. In that decision I explained why I thought part of... (5 pages)View decision -
Decision Reference DRN-5490626
8 May 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5490626 The complaint Mr D complains that Fortegra Europe Insurance Company Ltd (‘Fortegra’) declined a claim he made under his ‘Sofacare’ insurance policy. What happened Mr D bought new sofas from a retailer in May 2021 and took out an insurance policy with Fortegra around the sam... (3 pages)View decision -
Decision Reference DRN-5543966
8 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5543966 The complaint Mr S complains that Santander UK Plc hasn’t refunded his after he fell victim to a scam. What happened I issued a provisional decision for Mr S’ complaint on 23 April 2025. I’ve included a copy in italics as part of this final decision, so it can be referred to... (7 pages)View decision -
Decision Reference DRN-5433817
8 May 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5433817 The complaint Ms M complains that Astrenska Insurance Limited declined her claim against her travel insurance policy. She also complains about how it handled her claim. Reference to Astrenska includes its agents. Mrs B is assisting Ms M in bringing her complaint. I’ll refer... (3 pages)View decision -
Decision Reference DRN-5503531
8 May 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5503531 The complaint Mr S is unhappy that a motorcycle (bike) supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) was of an unsatisfactory quality. When I refer to what Mr S and what BMWFS have said, it should also be taken to include... (4 pages)View decision -
Decision Reference DRN-5490719
8 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5490719 The complaint Mr C complains that Aviva Insurance Limited (Aviva) declined his claim for a leak under his home insurance policy. What happened Mr C held a plumbing and drainage home insurance policy underwritten by Aviva. He contacted them in August 2024 after he discovered... (3 pages)View decision -
Decision Reference DRN-5152227
8 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5152227 The complaint Mr H is complaining that Revolut Ltd hasn’t reimbursed him for funds he lost to a scam. What happened Both parties are familiar with the background of this complaint so I won’t set it out in detail here. In short, in September 2023 Mr H fell victim to a job sca... (13 pages)View decision -
Decision Reference DRN-5411070
8 May 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5411070 The complaint Miss B complains that she didn’t receive a fair reimbursement of her premium from AXA Insurance UK Plc (‘AXA’) after her claims history was updated on her car insurance policy. What happened In December 2023, Miss B took out a car insurance policy underwritten... (3 pages)View decision -
Decision Reference DRN-5510811
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5510811 The complaint Mrs E complains that Barclays Bank UK PLC trading as Tesco Bank disadvantaged her when the merger of the two banks took place, in relation to protection under the FSCS (Financial Services Compensation Scheme), payment of interest and her tax liability. What hap... (3 pages)View decision -
Decision Reference DRN-5374339
8 May 2025 Covertriumph Limited Not upheldInsuranceDRN-5374339 The complaint Mrs S complains Covertriumph Limited (Covertriumph) failed to change her policy from a landlord insurance policy to a personal home insurance policy as she requested. What happened The circumstances of this complaint will be well known to both parties and so I’... (3 pages)View decision
