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-5407819
27 Jun 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5407819 The complaint Mr and Mrs S have complained about what happened when they wanted to port their mortgage they held with Barclays Bank UK PLC to a new property. They’ve said delays by Barclays meant they were unable to port the mortgage, and led to them having to take a mortgag... (3 pages)View decision -
Decision Reference DRN-5650880
27 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5650880 The complaint Miss M complains about how Aviva Insurance Limited settled a claim she made on her commercial property insurance policy. Reference to Aviva includes its agents. What happened Miss M holds a commercial insurance policy with Aviva. After a tenant in one of her pr... (5 pages)View decision -
Decision Reference DRN-5570635
27 Jun 2025 Travelers Insurance Company Limited UpheldInsuranceDRN-5570635 The complaint A company, which I’ll refer to as D, complains that Travelers Insurance Company Limited declined a claim on D’s business protection insurance policy. Mr L, who is a director of D, brings the complaint on D’s behalf. What happened D hires out boats for customers... (3 pages)View decision -
Decision Reference DRN-5639704
27 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5639704 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) being party to an unf... (19 pages)View decision -
Decision Reference DRN-5520547
27 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5520547 The complaint Mr and Mrs H have complained Barclays Bank UK PLC won’t refund them for numerous cash withdrawals and card transactions they say they didn’t authorise. What happened In October 2024 Mrs H contacted Barclays to dispute transactions she’d not made on the joint ac... (3 pages)View decision -
Decision Reference DRN-5636875
27 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5636875 The complaint Ms W complains about the outcome of a claim she made to Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (“Novuna”) in respect of a kitchen order. What happened In May 2023, Ms W took out a fixed sum loan agreement with Novuna to pay for the sup... (3 pages)View decision -
Decision Reference DRN-5546676
27 Jun 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5546676 The complaint Mr M complains that Home Retail Group Card Service Limited trading as Argos Financial Services (“Argos”) defaulted his loan agreement. What happened In June 2023, Mr M entered into a fixed sum loan agreement with Argos for the purchase of earbuds. He was requir... (3 pages)View decision -
Decision Reference DRN-5078878
27 Jun 2025 etika Finance UK Limited Not upheldConsumer CreditDRN-5078878 The complaint Mr B complains about a training course package he financed using a fixed sum loan agreement with ETIKA FINANCE UK LIMITED (“Etika”). He says the course was mis-represented to him and he wasn’t given promised support. What happened In March 2023, Mr B enrolled o... (4 pages)View decision -
Decision Reference DRN-5592761
27 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5592761 The complaint Mr B has complained Starling Bank Limited wouldn’t use the international card schemes chargeback mechanism to secure him a refund for gambling transactions. He’d made these after unsuccessfully trying to close his gambling account with the merchant involved. Wh... (2 pages)View decision -
Decision Reference DRN-5318835
27 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5318835 The complaint Mr W complains The Royal Bank of Scotland Plc (“RBS”) didn’t do enough to help get a refund for transactions taken from his debit card. What happened In August 2024, Mr W’s RBS debit card was charged five times by a car hire company. Mr W says he didn’t recogn... (2 pages)View decision
