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-5724968
24 Sep 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5724968 The complaint Mr B complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) provided him with an unaffordable hire purchase agreement. Mr B’s complaint has been brought to our service by a professional representative, but for ease I’ve referred t... (4 pages)View decision -
Decision Reference DRN-5647474
24 Sep 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5647474 The complaint Miss P complains that Zopa Bank Limited was irresponsible in its lending to her. What happened Miss P was provided with a £8,000 loan by Zopa Bank Limited in February 2024. The loan term was 60 months, and Miss P was required to make monthly repayments of aroun... (3 pages)View decision -
Decision Reference DRN-5511066
24 Sep 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5511066 The complaint Mr H is unhappy that AmTrust Speciality Limited (AmTrust) declined his income protection claim. Any reference to Amtrust includes all its agents. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of ... (4 pages)View decision -
Decision Reference DRN-5807276
24 Sep 2025 VANGUARD ASSET MANAGEMENT, LTD. UpheldPensions and AnnuitiesDRN-5807276 The complaint Mr W complains about the delay in transferring the value of his pension plan to Vanguard Asset Management Ltd. He says the delay caused him inconvenience and believes it also resulted in a financial loss. What happened On 29 May 2024 Mr W started the process f... (9 pages)View decision -
Decision Reference DRN-5773264
24 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5773264 The complaint Miss H is on behalf of business “N” complains that Barclays Bank UK PLC (“Barclays”) closed N’s business bank account without any notification. What happened N has held a business bank account with Barclays since 2020. In January 2025 Barclays started a review... (3 pages)View decision -
Decision Reference DRN-5346972
24 Sep 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5346972 The complaint Mr P complains eToro (UK) Ltd (eToro) allowed him to trade contract for differences (CFDs) when such trading would be inappropriate for him and that it failed to intervene when he incurred losses. What happened Mr P opened a trading account with eToro on 14 Ma... (4 pages)View decision -
Decision Reference DRN-5642641
24 Sep 2025 Scottish Widows Limited Not upheldInsuranceDRN-5642641 The complaint Mr W complains that Scottish Widows Limited (Scottish Widows) treated him unfairly when it cancelled his life and critical illness insurance policy. What happened The background to this complaint is well known to all parties so I’ll just give a broad overview ... (5 pages)View decision -
Decision Reference DRN-5797470
24 Sep 2025 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-5797470 The complaint Mr M complains Bank of Ireland (UK) plc (BOI) failed to undertake sufficient financial checks before it approved a loan account for him. What happened Mr M says BOI approved a loan of £3,500 over 24 months in May 2022, at a time when he was in a spiral of debt ... (2 pages)View decision -
Decision Reference DRN-5798958
24 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5798958 The complaint Mrs L complains about the way Aviva Insurance Limited (‘Aviva’) handled an escape of water claim she made on her home insurance policy. References to Aviva included their appointed agents, for ease of reading. What happened The following is intended as a summ... (3 pages)View decision -
Decision Reference DRN-5818185
24 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5818185 The complaint Mr V complains that Lloyds Bank PLC gave him incorrect advice concerning his basic bank account. What happened Mr V called Lloyds in April 2025. He asked if his application for a debt relief order (“DRO”) was approved, would his basic bank account be closed. Ll... (3 pages)View decision
