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 381082 results
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Decision Reference DRN-5799472
8 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5799472 The complaint Mrs O complains Admiral Insurance (Gibraltar) Limited unfairly settled a motor insurance claim as split liability. Mrs O’s been represented for the claim and complaint at points. For simplicity I’ve referred to the representatives’ actions as being Mrs O’s own... (2 pages)View decision -
Decision Reference DRN-5803650
8 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5803650 The complaint Mr N complains about the way in which Barclays Bank UK PLC dealt with a claim he made under section 75 of the Consumer Credit Act 1974 (“section 75”). The bank operates in this case under its Barclaycard brand. What happened In or around June 2020 Mr N agreed t... (4 pages)View decision -
Decision Reference DRN-5491973
8 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5491973 The complaint Mr G is unhappy as he feels that the hire purchase agreement he entered into with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) was mis-sold. What happened Mr G entered into a hire purchase agreement with AFS in November... (4 pages)View decision -
Decision Reference DRN-5253582
8 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5253582 The complaint Mrs K and Mr S complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the full amount of money they lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspiciou... (3 pages)View decision -
Decision Reference DRN-5797480
8 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5797480 The complaint Mr F is unhappy with the way Liverpool Victoria Insurance Company Limited handled a motor insurance claim. What happened Mr F was unfortunately involved in a car accident on 12 September 2023 which resulted in his car being written off. When reporting the incid... (6 pages)View decision -
Decision Reference DRN-5790858
8 Sep 2025 ONMO Limited UpheldBanking and PaymentsDRN-5790858 The complaint Miss H is unhappy that ONMO Limited sent her a text message stating that she hadn’t made the required payment to her account for that month when she already had done. What happened Miss H received a text message from ONMO which said that she hadn’t made her con... (2 pages)View decision -
Decision Reference DRN-5679055
8 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5679055 The complaint Miss V is unhappy that American Express Services Europe Limited (“AmEX”) charged her a non-sterling transaction fee and didn’t notify her that a fee would be applied at the point of transaction. What happened Miss V undertook a non-sterling transaction on her A... (2 pages)View decision -
Decision Reference DRN-5765744
8 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5765744 The complaint Mrs C complains that Admiral Insurance (Gibraltar) Limited (Admiral) cancelled her car 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 key events. Mrs C t... (3 pages)View decision -
Decision Reference DRN-5784993
8 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5784993 The complaint Mr B complains that UK Insurance Limited – trading as Churchill Insurance – unfairly declined a claim and cancelled his motor insurance policy. Mr B is represented in this matter by his father. I need to refer to both in my decision so, for clarity and to disti... (4 pages)View decision -
Decision Reference DRN-5803584
8 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5803584 The complaint Mrs K complains that Barclays Bank UK PLC redeemed a mortgage on which she was jointly named with another party, in November 2019 without her agreement. Mrs K also complains that Barclays won’t share mortgage documentation with her now. What happened Mrs K was ... (3 pages)View decision
