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 363925 results
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Decision Reference DRN-4885166
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4885166 The complaint Mrs W complains that Barclays Bank UK PLC (‘Barclays’) won’t refund money she says was lost as the result of an investment scam. What happened The background to this complaint isn’t in dispute, so I’ll provide a brief summary. In 2018, Mrs W entered into an i... (3 pages)View decision -
Decision Reference DRN-5287984
8 Apr 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5287984 The complaint Mr P complains that, after cancelling policies he held with Domestic & General Insurance Plc, it continued to collect direct debit payments from his bank account. He’s unhappy his payments haven’t been refunded. What happened In 2014, Mr P incepted plans t... (4 pages)View decision -
Decision Reference DRN-5408686
7 Apr 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5408686 The complaint Mr P complains that Home Retail Group Card Services Limited trading as Argos Card (HRG) applied a default to his account and passed his account to a debt collection agency. What happened Mr P holds an Argos Card account. The account fell into arrears in Februar... (2 pages)View decision -
Decision Reference DRN-5446648
7 Apr 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5446648 The complaint Ms H is unhappy with the end of lease charges applied under a car hire agreement provided by Volvo Car UK Limited (Volvo). When I refer to what Ms H has said and what Volvo has said, it should also be taken to include things said on their behalf. What happened... (4 pages)View decision -
Decision Reference DRN-5460310
7 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5460310 The complaint Mr E complains that Santander UK Plc will not lift the restrictions it has applied to his accounts. Background I recently issued my provisional conclusions setting out the events leading up to this complaint. I’ve reproduced my provisional findings below, which... (6 pages)View decision -
Decision Reference DRN-5446640
7 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5446640 The complaint Mr L is unhappy that a car supplied to him under a Personal Contract Purchase (“PCP”) agreement with BMW Financial Services (GB) Limited trading as BMW Financial Services (“BFS”) was of an unsatisfactory quality. When I refer to what Mr L has said and what BFS... (5 pages)View decision -
Decision Reference DRN-5464455
7 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5464455 The complaint Mrs M complains about how AXA Insurance UK Plc (“AXA”) dealt with a claim she made on her home insurance policy. What happened Mrs M had a home insurance policy with AXA. In January 2022 Mrs M reported an escape of water. Given the rather complex backgrou... (5 pages)View decision -
Decision Reference DRN-5463168
7 Apr 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5463168 The complaint Mrs E and Mr S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What ... (14 pages)View decision -
Decision Reference DRN-5364053
7 Apr 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5364053 The complaint Mr A complains that Haven Insurance Company Limited (“Haven”) mishandled a claim on his commercial vehicle insurance policy. What happened The subject matter of the insurance was a sports utility vehicle, first registered in 2018. In early 2020, Mr A acquired... (4 pages)View decision -
Decision Reference DRN-5440762
7 Apr 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5440762 The complaint Mr B has complained that First Central Underwriting Limited trading as Skyfire didn’t send him the refund of premium for his motor policy when it cancelled his policy. What happened Mr B bought a policy with First Central online on 6 February 2024. He paid his... (3 pages)View decision
