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 376696 results
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Decision Reference DRN-5584098
16 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5584098 The complaint Mr C’s complaint is that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) provided him with an unaffordable hire purchase agreement. Mr C’s complaint has been brought by a professional representative, however for ease I’ve referred to all ... (4 pages)View decision -
Decision Reference DRN-5817991
16 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5817991 The complaint Mr C and Ms J complain about the amount Aviva Insurance Limited (Aviva) has offered to pay to settle the claim they made under their home insurance policy. This complaint has been bought by both Mr C and Ms J, but as Mr C has been leading in this complaint and ... (4 pages)View decision -
Decision Reference DRN-5819467
16 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5819467 The complaint Miss S complains U K Insurance trading as Direct Line Pet Insurance (“UKI”) unfairly declined a claim made on her pet insurance policy. Any reference to UKI includes the actions of its agents. What happened The circumstances of this complaint are well known to ... (3 pages)View decision -
Decision Reference DRN-5699992
16 Sep 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5699992 The complaint Mrs F complains that Vanquis Bank Limited irresponsibly provided her with a credit card and credit limit increases. What happened Vanquis provided Mrs F with a credit card in January 2014 with a limit of £500. It sent Mrs F notification of its intention to inc... (3 pages)View decision -
Decision Reference DRN-5751418
16 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5751418 The complaint Mr T complains that Wise Payments Limited (Wise) closed his account without providing any reason or explanation. What happened Mr T held an account with Wise which he says he used for receiving payments for work he carried out as a freelance designer and progra... (2 pages)View decision -
Decision Reference DRN-5780900
16 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5780900 The complaint Mr B and Mrs D complain that Inter Partner Assistance SA (“IPA”) declined a claim under their travel insurance policy. What happened Mr B and Mrs D had an annual travel insurance policy which covered them between 28 May 2024 and 27 May 2025. They had a trip bo... (3 pages)View decision -
Decision Reference DRN-5099420
16 Sep 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5099420 The complaint Mr M, the sole company director of G, complains that eToro (UK) Ltd (eToro) unfairly closed G’s trading account and the positions that were open within it. What happened G is based in an overseas territory and had been previously receiving services from anothe... (3 pages)View decision -
Decision Reference DRN-5795903
16 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5795903 The complaint Mr S complains as a director of A, a limited company, that Barclays Bank UK PLC unfairly restricted A’s account and refused to give an extension to its overdraft facility. What happened A had a £3,000 overdraft facility with Barclays which it had had since 2021... (2 pages)View decision -
Decision Reference DRN-5819429
16 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5819429 The complaint Mr P is being represented by solicitors. He’s complaining about Bank of Scotland plc trading as Halifax because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to a cruel job scam. He was contacted online and offe... (3 pages)View decision -
Decision Reference DRN-5732312
16 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5732312 The complaint Mr B and Miss G complain that AXA Insurance UK Plc (“AXA”) has unfairly handled a claim under their buildings insurance policy. Any reference to Mr B and Miss G includes respective agents or representatives. What happened The background of this complaint is wel... (4 pages)View decision
