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 366763 results
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Decision Reference DRN-5266857
31 Jan 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5266857 The complaint Mr B is unhappy that Domestic & General Insurance PLC (“D&G”) declined his claim under his protection policy. What happened The following is a summary of what I think are the key events. Mr B received an unsolicited extended warranty for his television ... (4 pages)View decision -
Decision Reference DRN-5296038
31 Jan 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5296038 Complaint Mr M complains that FirstRand Bank Limited (trading as “MotoNovo Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable and this resulted in him being unable to meet his basic commitments going forward, witho... (5 pages)View decision -
Decision Reference DRN-5264205
31 Jan 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5264205 The complaint Mr and Mrs W complain that Barclays Bank UK PLC unfairly charged them more than the 0.15% above Bank of England Base (BoEB) rate they agreed to as there is a delay between BoEB rate changes and rate changes to their mortgage. What happened In November 2023 Mr ... (3 pages)View decision -
Decision Reference DRN-5232008
31 Jan 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5232008 The complaint Mr H is unhappy with what ARAG Legal Expenses Insurance Company Limited did after he made a claim on his Landlords Legal Expenses insurance policy. All references to ARAG include its agents and claims handlers. What happened Mr H took out legal expenses insuran... (4 pages)View decision -
Decision Reference DRN-5228491
31 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5228491 The complaint Mr S complains that Revolut Ltd didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr S has used a representative to bring his complaint. But for ease of reading, I’ll mostly refer to Mr S himself where I also mean the representati... (3 pages)View decision -
Decision Reference DRN-4780744
31 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4780744 The complaint Mr S has complained that Capital One (Europe) plc has unfairly declined his claim under section 75 of the Consumer Credit Act 1974. What happened Mr S has explained that he bought a brand new electric bike in August 2022, using his Capital One card. However, he... (1 page)View decision -
Decision Reference DRN-5228504
31 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5228504 The complaint Mr S complains that Wise Payments Ltd didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr S has used a representative to bring his complaint. But for ease of reading, I’ll mostly refer to Mr S himself where I also mean the repres... (3 pages)View decision -
Decision Reference DRN-5238674
31 Jan 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5238674 The complaint Mr J complains that Arthur J. Gallagher Insurance (AJGI) Brokers Limited mis-sold him a commercial buildings insurance policy as it wasn’t suitable to his needs. What happened Mr J spoke with AJGI when his buildings insurance on a commercial property he owns wa... (4 pages)View decision -
Decision Reference DRN-5290217
31 Jan 2025 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5290217 The complaint Mrs W has complained through a representative that Marks & Spencer Financial Services Plc (“M&S") gave her loans without carrying out proportionate affordability checks. Had better checks been made than M&S would’ve discovered the loans weren’t... (6 pages)View decision -
Decision Reference DRN-4938624
31 Jan 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4938624 The complaint Mr S has complained that American Express Services Europe Limited (AESEL) (‘Amex’) has not refunded him £33.15 in respect of goods he didn’t receive. What happened Mr S bought an item from a third party, as the cost of £33.15. He’s explained it wasn’t received.... (1 page)View decision
