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 401363 results
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Decision Reference DRN-4534999
12 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4534999 The complaint Ms R’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit... (13 pages)View decision -
Decision Reference DRN-6151103
12 Mar 2026 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-6151103 The complaint Mr R complains Red Sands Insurance Company (Europe) Limited is settling a claim against his home insurance policy on a proportional basis. Mr R is professionally represented, but for ease of reading, I will refer to Mr R throughout this decision. What happene... (4 pages)View decision -
Decision Reference DRN-6194945
12 Mar 2026 Vitality Health Limited Not upheldInsuranceDRN-6194945 The complaint Miss G complains that Vitality Health Limited turned down a claim she made on a group private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the main e... (3 pages)View decision -
Decision Reference DRN-6164085
12 Mar 2026 Aviva Equity Release UK Limited Not upheldMortgagesDRN-6164085 The complaint Ms P’s complaint is that, without her knowledge or consent, and without a court ordering it to do so, Aviva Equity Release UK Limited (Aviva) disclosed her lifetime mortgage account balance to a firm of solicitors. In addition, Ms P says that Aviva failed to re... (5 pages)View decision -
Decision Reference DRN-6069013
12 Mar 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6069013 The complaint Mr S complains that BMW FINANCIAL SERVICES (GB) LIMITED (BMWFS) terminated the hire purchase agreement he had with them. When I refer to what Mr S and/or BMWFS said or did, it should also be taken to include things said or done on their behalf. What happened ... (3 pages)View decision -
Decision Reference DRN-6030668
12 Mar 2026 MotoNovo Finance Limited UpheldConsumer CreditDRN-6030668 The complaint Miss S complains that a car acquired under a hire purchase agreement with MotoNovo Finance Limited (“MotoNovo”) wasn’t of satisfactory quality when it was supplied to her. She would like to reject the car. What happened Both parties are familiar with the backg... (5 pages)View decision -
Decision Reference DRN-5877469
12 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5877469 The complaint Mr R has complained about the way NewDay Ltd trading as John Lewis Credit Card (“NewDay”) dealt with a claim for money back in relation to a cruise holiday he paid for with credit it provided. What happened In April 2024, Mr R used his NewDay credit card to pa... (8 pages)View decision -
Decision Reference DRN-6211510
12 Mar 2026 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-6211510 The complaint Mr P’s complaint is about a Flexible Mortgage Plan (FMP) he took out in 1988 and which Aviva Life & Pensions UK Limited owned most recently. His concerns relate to three issues: • That the redress he was paid in 2006 was calculated incorrectly due to the fl... (7 pages)View decision -
Decision Reference DRN-6031535
12 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6031535 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) will not reimburse funds he says he lost to a scam. Mr M is professionally represented, but for ease I have only referred to Mr M within my decision. What happened The details of thi... (2 pages)View decision -
Decision Reference DRN-6060636
12 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6060636 The complaint Mr P complains that Barclays Bank UK PLC won’t reimburse the money he says he’s lost to fraud. What happened In July 2021, Mr P paid almost £50,000 to forward purchase gold from a company I’ll refer to as ‘T’. He says that a broker advertised and sold the gold ... (3 pages)View decision