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 380824 results
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Decision Reference DRN-5872527
27 Oct 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5872527 The complaint Mr R complains that AmTrust Specialty Limited has unfairly declined a claim under his legal expenses insurance (“LEI”) policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What happen... (3 pages)View decision -
Decision Reference DRN-5641569
27 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5641569 The complaint Mr S, through his representative, complains that MONEYBARN NO.1 LIMITED trading as Moneybarn approved a vehicle finance agreement irresponsibly as he could not afford to repay it. What happened On 4 September 2020, Mr S applied to Moneybarn to help him buy a ve... (3 pages)View decision -
Decision Reference DRN-5817183
27 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5817183 The complaint Mr B is unhappy that Barclays Bank UK PLC (Barclays) won’t refund payments he made because of a cryptocurrency based, investment scam. What happened In 2024, Mr B was a victim of a cryptocurrency based, investment scam which involved 4 payments relating to Bar... (3 pages)View decision -
Decision Reference DRN-5804307
27 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5804307 The complaint R is unhappy with how American Express Services Europe Limited (AESEL) handled a refund claim. What happened R took out a six month contract with a software supplier I shall call ‘T’ in May 2024 on their AESEL Platinum Business Card (which is a charge card). Ho... (4 pages)View decision -
Decision Reference DRN-5839235
27 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5839235 The complaint Ms C complains that she had difficulties carrying out a switch to a Nationwide Building Society account, and that she was then told she didn’t qualify for the switch incentive payment. What happened In March 2025, Ms C attempted to carry out a switch to a Natio... (3 pages)View decision -
Decision Reference DRN-5706277
27 Oct 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5706277 The complaint W, a company, complains about a claim it made on its ARAG Legal Expenses Insurance Company Limited (‘ARAG’). W says ARAG treated it unfairly by refusing to reimburse it for the legal costs it incurred. W’s complaint is brought by Mr S, but I shall refer to all ... (2 pages)View decision -
Decision Reference DRN-5807771
27 Oct 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5807771 The complaint Mr V complains about how Landmark Mortgages Limited dealt with him when he entered into the Government backed “breathing space” scheme in October 2024. What happened Mr V took a mortgage with NRAM in 2006. Over the years, Mr V hasn’t always managed to maintain ... (3 pages)View decision -
Decision Reference DRN-5901028
27 Oct 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5901028 The complaint Mr N complains that Aviva Life & Pensions UK Limited (Aviva) unfairly prevented him from claiming the benefits from his Section 32 Pension Buy Out Plan. Aviva told Mr N that this wasn’t possible at that time, despite his proposed retirement age being set up... (6 pages)View decision -
Decision Reference DRN-5767729
27 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5767729 The complaint Mr T complains that the car he acquired through Black Horse Limited, trading as Land Rover Financial Services (“BHL”) wasn’t of satisfactory quality. He wants to reject the car, cancel the credit agreement, have his deposit refunded, and be compensated for the ... (4 pages)View decision -
Decision Reference DRN-5909163
27 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5909163 The complaint Mr B complains Santander UK Plc acted unfairly by not refunding a payment he made using his credit card. What happened In October and November 2024, Mr B paid a total of £3,000 across three payments via his Santander credit card, to a company I’ll refer to as ... (5 pages)View decision
