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 375266 results
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Decision Reference DRN-5797494
4 Sep 2025 THORNTONS INVESTMENT MANAGEMENT LIMITED Not upheldInvestmentsDRN-5797494 The complaint Ms T complains THORNTONS INVESTMENT MANAGEMENT LIMITED (Thorntons) delayed the enactment of her instructions when transferring a portfolio, the poor performance of it, shares being sold against her instructions, and matters around safeguarding, and the accurate... (8 pages)View decision -
Decision Reference DRN-5784843
4 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5784843 The complaint Ms G has complained about her property insurer AXA Insurance UK Plc regarding a claim she made to it when a pipe burst damaged her flat. What happened On 19 August 2024 a pipe in the flat above Ms G’s burst and part of the ceiling of Ms G’s lounge came down. S... (7 pages)View decision -
Decision Reference DRN-5627947
4 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5627947 The complaint Mr T and Mr B are unhappy that Red Sands Insurance Company (Europe) Limited has asked for more medical information when assessing a claim made under their single trip travel insurance policy (‘the policy’). They made a claim for a cancelled trip abroad because ... (3 pages)View decision -
Decision Reference DRN-5523543
4 Sep 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5523543 The complaint Mr S complains that OAKBROOK FINANCE LIMITED trading as Likely Loans was irresponsible in its lending to him. What happened Mr S was provided with two loans by Likely Loans the details of which are set out below. LoanDate Amount Term Monthly repayment 1 Novembe... (4 pages)View decision -
Decision Reference DRN-5731744
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5731744 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard unfairly recorded a default against his credit card account. What happened Mr M held a credit card account with Barclaycard. In 2022, the account fell into arrears and no payments were made for sev... (4 pages)View decision -
Decision Reference DRN-5562075
4 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5562075 The complaint Mr Z says Oodle Financial Services Limited trading as Oodle Car Finance (‘Oodle’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. He says that... (4 pages)View decision -
Decision Reference DRN-5266644
4 Sep 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5266644 The complaint Mr S complained about the way Telefonica UK Limited trading as O2 (Telefonica) dealt with a claim for compensation for a phone he bought through a fixed sum loan agreement with it. What happened Mr S bought a mobile phone for around £1,600 through a fixed sum ... (4 pages)View decision -
Decision Reference DRN-5782619
4 Sep 2025 Hargreaves Lansdown Advisory Services Limited Not upheldBanking and PaymentsDRN-5782619 The complaint Mr R complains that a Paragon Bank bond which he opened through Hargreaves Lansdown Advisory Services Limited (“HL”) has not paid interest annually, as it said it would. As a result, Mr R says that he will incur an increased tax liability of around £700 when th... (2 pages)View decision -
Decision Reference DRN-5642576
4 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5642576 The complaint Mr B and Ms G are complaining about Lloyds Bank General Insurance Limited (“Lloyds”)’s handling of their buildings Insurance claim. All references to Lloyds also include its appointed agents. What happened • Mr B and Ms G had an extension built in 2019. However... (3 pages)View decision -
Decision Reference DRN-5647164
4 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5647164 The complaint Mr H has complained that his mortgage was mis-sold to him by Bank of Scotland plc trading as Intelligent Finance (BOS). He is also unhappy with how BOS is treating him, after the interest only mortgage came to an end. What happened Mr H re-mortgaged from anothe... (3 pages)View decision
