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 366874 results
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Decision Reference DRN-5396693
8 Apr 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5396693 The complaint Mrs C and Mr W are unhappy that Lloyds Bank General Insurance Limited trading as MBNA (“Lloyds”) couldn’t carry out Mrs C’s request to change her home insurance payment method via webchat. Mrs C and Mr W are joint policyholders. As the complaint mostly involve... (3 pages)View decision -
Decision Reference DRN-5468609
8 Apr 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5468609 The complaint Miss N is unhappy that a car supplied to her under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn) was of an unsatisfactory quality. When I refer to what Miss N has said and what Moneybarn has said, it should also be taken to include thin... (4 pages)View decision -
Decision Reference DRN-5468029
8 Apr 2025 Allium Money Limited UpheldConsumer CreditDRN-5468029 The complaint and what happened Miss G has complained about Allium Money Limited’s, trading as Allium Money, response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’). She also said that Allium had lent to her irresponsibly. I’ve inc... (5 pages)View decision -
Decision Reference DRN-5122753
8 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5122753 The complaint Mr M has complained that AXA Insurance UK Plc (trading as Moja) cancelled his car insurance policy rather than allowing him to cancel it himself. What happened The policy was applied for online on 31 May 2024 with a start date of 28 June 2024. On 6 June 2024 A... (2 pages)View decision -
Decision Reference DRN-5404010
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5404010 The complaint Mr S is unhappy that Barclays Bank UK PLC, trading as Barclaycard, reduced his credit limit on his credit account. What happened Mr S has a credit account with Barclays on which he used to have a credit limit of £1,050. In September 2024, Barclays reduced the c... (3 pages)View decision -
Decision Reference DRN-5359914
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5359914 The complaint Mr B complains that Barclays Bank UK PLC (“Barclays”) won’t refund money he lost when he fell victim to an investment scam. Mr B is being represented by a claims management company. What happened The full details of this complaint are well known to the partie... (3 pages)View decision -
Decision Reference DRN-5395568
8 Apr 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5395568 The complaint Mrs R complain about the quality of service from their insurer, Acromas Insurance Company Limited (Acromas), under their breakdown cover in respect of breakdowns to their vehicle while on a trip overseas. References to Acromas in this decision include their ag... (5 pages)View decision -
Decision Reference DRN-5337846
8 Apr 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5337846 The complaint Mr T complains that a purchase financed by Creation Consumer Finance Ltd (Creation) wasn’t delivered. What happened On 17 June 2024, Mr T bought a tablet and pen from a retailer (which I will call ‘firm A’). Mr T borrowed the money from Creation to finance his ... (3 pages)View decision -
Decision Reference DRN-5336537
8 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5336537 The complaint Mrs and Mr W complain that Aviva Insurance Limited mis-sold their household insurance. What happened On 27 March 2019 Mrs and Mr W took out a household insurance policy online with Aviva. The policy commenced on 1 April 2019. Prior to the policy being purchase... (4 pages)View decision -
Decision Reference DRN-5082251
8 Apr 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5082251 The complaint Mr M complains about the way in which American Express Services Europe Limited handled his claim for a refund when goods he had bought with his credit card were not delivered. What happened In February 2024 Mr M placed an online order for four items at a total ... (2 pages)View decision
