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-5605166
22 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5605166 Complaint Mrs E has complained about a credit card MBNA Limited (“MBNA”) provided to her. She says that the card was provided to her despite her existing high debt levels and clear difficulty. Background MBNA provided Mrs E with a credit card with a limit of £12,000.00 in J... (3 pages)View decision -
Decision Reference DRN-5118086
22 Jul 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5118086 The complaint Mrs C complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) misrepresented the terms of her hire purchase agreement. She also complains she was pressured into signing the agreement. What happened In May 2024 Mrs C ... (4 pages)View decision -
Decision Reference DRN-5704285
22 Jul 2025 AWP P&C S.A. Not upheldInsuranceDRN-5704285 The complaint Mr and Mrs K complain that AWP P&C S.A. has turned down a cancellation claim they made on a travel insurance policy. What happened Mr and Mrs K hold travel insurance as a benefit of a packaged bank account. Mr and Mrs K and their children, Master K and Miss... (4 pages)View decision -
Decision Reference DRN-5491493
22 Jul 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5491493 Complaint Mr R complains that First Response Finance Limited (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said he shouldn’t have been lent to given his previous credit history and he was struggling with a gambling addiction. Background I... (5 pages)View decision -
Decision Reference DRN-5607114
22 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5607114 The complaint Mr J complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the increased renewal premium on his multi-cover insurance policy. Mr J also complains about AIL’s decision to apply a discount only after he contacted them, as well as the service provided ... (4 pages)View decision -
Decision Reference DRN-5654359
22 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5654359 The complaint Mr L complains Barclays Bank UK PLC trading as Tesco Bank (Tesco) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr L says Tesco approved a credit card account for him with a £250 credit limit in ... (3 pages)View decision -
Decision Reference DRN-5651436
22 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5651436 The complaint Mr and Mrs E are unhappy with the settlement offered by Lloyds Bank General Insurance Limited (LBGI) after they made a claim for theft under their contents insurance policy. Mr E has primarily dealt with the claim and the complaint. So I’ll only refer to him i... (2 pages)View decision -
Decision Reference DRN-5607579
22 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5607579 The complaint Miss S complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Miss S is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss S herself... (4 pages)View decision -
Decision Reference DRN-5414247
22 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5414247 The complaint Mr B complains about how Scottish Widows Limited handled a Pension Sharing Order (PSO) and in particular that he was unable to make fund switches until after the PSO had been finalised. What happened A PSO was made in respect of Mr B’s pension plan with Scotti... (4 pages)View decision -
Decision Reference DRN-5651697
22 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5651697 The complaint Mr A complains Barclays Bank UK PLC’s IT outage caused him unnecessary inconvenience. What happened Mr A received his wages on 31 January 2025, whilst there was an IT outage at Barclays. Mr A says his card was declined in a restaurant, bills went unpaid, so h... (3 pages)View decision
