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 393318 results
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Decision Reference DRN-5967657
2 Dec 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5967657 The complaint Mr M complains about the quality of a motorbike he has been financing through an agreement with FIRST RESPONSE FINANCE LIMITED (who I’ll call First Response). What happened Mr M took receipt of a new bike in June 2025. He financed the deal through a hire purcha... (2 pages)View decision -
Decision Reference DRN-5975861
2 Dec 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5975861 The complaint Miss C complains that Zurich Insurance Company Limited turned down a medical expenses claim she made on a travel 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... (5 pages)View decision -
Decision Reference DRN-5698149
2 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5698149 The complaint Miss W complains that Barclays Bank UK PLC trading as Tesco Bank irresponsibly lent to her. What happened Miss W was approved for a Tesco credit card in October 2018, with a £500 credit limit. I have set out the credit limit increases below: February 2019 £500 ... (7 pages)View decision -
Decision Reference DRN-5989582
2 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5989582 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) applied a policy damage excess to his claim rather than deal with it as a ‘windscreen’ claim with a lower excess. What happened Mr M had a car insurance policy with Admiral. His car was about... (3 pages)View decision -
Decision Reference DRN-5805175
2 Dec 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5805175 The complaint Mr and Mrs A were unhappy with delays to their claim and the settlement offered by Lloyds Bank General Insurance Limited (“Lloyds”) who were providing cover under a home insurance policy. What happened Mr and Mrs A accidentally caused significant water damage w... (3 pages)View decision -
Decision Reference DRN-5986227
2 Dec 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5986227 The complaint Mr and Mrs H complain about a reviewable whole of life policy they hold with Aviva Life & Pensions UK Limited. They’re unhappy that the sum assured has reduced over time and would like the original sum assured reinstated. What happened Mr and Mrs H have hel... (5 pages)View decision -
Decision Reference DRN-5866550
2 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5866550 The complaint Mr T complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary ... (4 pages)View decision -
Decision Reference DRN-5812269
2 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5812269 The complaint Mr F is unhappy with Barclays Bank UK Plc. Mr F said Barclays accused him of fraud. He said Barclays claimed he was stealing his own money. Mr F said Barclays also breached General Data Protection Regulations (GDPR) when it shared his personal information with ... (2 pages)View decision -
Decision Reference DRN-5863680
2 Dec 2025 Experian Limited Not upheldConsumer CreditDRN-5863680 The complaint Mrs J complains Experian Limited trading as Experian didn’t properly deal with her concerns about incorrect information being provided by a lender. What happened Mrs J had an account with a lender I’ll refer to as S. She said S were reporting incorrect informat... (3 pages)View decision -
Decision Reference DRN-5728909
2 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5728909 The complaint Mrs C complains that Bank of Scotland plc trading as Halifax irresponsibly lent to her. What happened Mrs C was approved for a Halifax credit card in March 2022, with a £1,500 credit limit. The credit limit was increased to £3,000 in March 2023. Mrs C says that... (4 pages)View decision