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-5645502
24 Sep 2025 Phoenix Life Limited Not upheldInsuranceDRN-5645502 The complaint Mrs C and Mr S complain that two life policies they held jointly cannot be located by Phoenix Life. What happened Mrs C and Mr S have said they took out two policies (SA57339G and SA616443E) with Cornhill in October 1989 with premiums of £30 and £80 per month ... (3 pages)View decision -
Decision Reference DRN-5671688
24 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5671688 The complaint Mr O says Barclays Bank UK PLC (‘Barclays’), didn’t do enough to help when he fell victim to a cryptocurrency investment recovery scam. He says Barclays should reimburse the money he lost. What happened As both parties are familiar with the circumstances of th... (5 pages)View decision -
Decision Reference DRN-5793084
24 Sep 2025 Vitality Corporate Services Limited UpheldInsuranceDRN-5793084 The complaint Miss C complains about the service she received from Vitality Corporate Services Limited when discussing a suspension of premium collections and possible changes to the policy. What happened There have been several different complaints made about this term assu... (3 pages)View decision -
Decision Reference DRN-5830956
24 Sep 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5830956 The complaint Mrs M complains about the handling of a device that became faulty. This device was financed through a fixed sum loan agreement with Telefonica UK Limited trading as O2. What happened In January 2022, Mrs M took out a fixed sum loan agreement with O2 for a lapto... (5 pages)View decision -
Decision Reference DRN-5805832
24 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5805832 The complaint Miss H says NewDay Ltd (‘NewDay’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards two credit cards. She says that NewDay increased the credit limit on the cards to the point that they w... (4 pages)View decision -
Decision Reference DRN-5715979
23 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5715979 The complaint Mrs H and Mr P have complained that Aviva Insurance Limited (“Aviva”) unfairly declined a claim for damage to their property, following a period of adverse weather. Any reference to Aviva in this decision includes its appointed agents. Mrs H and Mr P have been ... (4 pages)View decision -
Decision Reference DRN-5694974
23 Sep 2025 First Central Underwriting Limited UpheldInsuranceDRN-5694974 The complaint Mr C complains that First Central Underwriting Limited is asking him to pay a third-party claim on his motor insurance. What happened Mr C had a motor insurance policy underwritten by 1st Central, originally taken out in July 2020 via a comparison website. He r... (2 pages)View decision -
Decision Reference DRN-5781911
23 Sep 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5781911 The complaint Mrs D complains about the quality of a car that was supplied through a hire purchase agreement with Advantage Finance Ltd (AFL). What happened In March 2024, Mrs D acquired a used car through a hie purchase agreement with AFL. The car was about eight years old ... (4 pages)View decision -
Decision Reference DRN-5601036
23 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5601036 The complaint Mr S complains about the discrepancy of the deposit he paid towards a car that was supplied through a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS). Mr S has been represented on this complaint. But to keep things simple I’ll on... (3 pages)View decision -
Decision Reference DRN-5541039
23 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5541039 The complaint Miss W complains TSB Bank plc unfairly closed her account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint is well known to bot... (3 pages)View decision
