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-5802483
15 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5802483 The complaint Mr D complains that a car that was supplied to him under a personal contract purchase agreement with CA Auto Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr D under a finance agreement with CA Auto Finance that he ele... (3 pages)View decision -
Decision Reference DRN-5819034
15 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5819034 The complaint Mr D has complained that Barclays Bank UK PLC won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case and we need to anonymise decisions, so I’ll summarise what happened relatively briefly. Mr D wa... (4 pages)View decision -
Decision Reference DRN-5694215
15 Sep 2025 RAC Insurance Limited Not upheldInsuranceDRN-5694215 The complaint Mr D and Ms M complain that RAC Insurance Limited has unfairly declined a claim under their legal expenses insurance policy. Where I refer to RAC, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The... (2 pages)View decision -
Decision Reference DRN-5494592
15 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5494592 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr A says that between July and August 2024 he was tricked in... (3 pages)View decision -
Decision Reference DRN-5759168
15 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5759168 The complaint Mr T complains that Bank of Scotland plc trading as Halifax didn’t treat him fairly when it declined to extend the term of his interest only mortgage and offer a lower interest rate. A third party – who I’ll refer to as Ms T – has dealt with the complaint on be... (3 pages)View decision -
Decision Reference DRN-5492671
15 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5492671 The complaint Mrs S complains that Santander UK Plc (‘Santander’) won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Mrs S says she had known someone I’ll refer to as ‘N’ in this decision since 2018 and considered her to be a friend. In... (3 pages)View decision -
Decision Reference DRN-5818704
15 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5818704 The complaint Mr W complains that Aviva Life & Pensions UK Limited (Aviva) took too long to make his requested drawdown payment, which he needed to pay off credit card debts. He also complains that it delayed the transfer of his pension, leading to a financial loss. What... (6 pages)View decision -
Decision Reference DRN-5818888
15 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5818888 The complaint Ms F complains about the way AXA Insurance UK Plc (‘AXA’) handled her claim for flood damage under her home insurance policy. What happened The following is intended as a summary of key events only. Ms F held a home insurance policy underwritten by AXA. She c... (5 pages)View decision -
Decision Reference DRN-5657223
15 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5657223 The complaint Miss S complains that Capital One (Europe) plc lent irresponsibly when it approved two credit card applications she made and increased the limit on one of the accounts. What happened Miss S applied for a Capital One credit card in November 2018. In her applica... (4 pages)View decision -
Decision Reference DRN-5805019
15 Sep 2025 Chubb European Group SE Not upheldInsuranceDRN-5805019 The complaint Ms J has complained that she has unknowingly being paying mobile phone insurance for her old mobile phone to Chubb European Group SE. What happened In May 2024, Ms J called her mobile phone network provider as she thought her mobile phone bill was too high. Sh... (3 pages)View decision
