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 375868 results
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Decision Reference DRN-5651048
4 Sep 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5651048 The complaint Ms C has complained that Fortegra Europe Insurance Company Ltd failed to assist her when she contacted it under her roadside assistance policy after a tyre blew out. All reference to the insurer Fortegra in my decision includes its agents and claims handler act... (3 pages)View decision -
Decision Reference DRN-5693210
4 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5693210 The complaint Mr C complains The Royal Bank of Scotland Plc failed in its duty of care to him as its gambling block didn’t stop payments going to an overseas gambling website. What happened Mr C has an account with the Royal Bank of Scotland (“RBS”) and a credit card. Mr C s... (2 pages)View decision -
Decision Reference DRN-5797909
4 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5797909 The complaint Mrs D has complained that Nationwide Building Society won’t refund the money she lost after falling victim to a scam. What happened Mrs D was introduced to a cryptocurrency investment scheme through an acquaintance. She was promised very large returns, with lar... (3 pages)View decision -
Decision Reference DRN-5797494
4 Sep 2025 THORNTONS INVESTMENT MANAGEMENT LIMITED Not upheldInvestmentsDRN-5797494 The complaint Ms T complains THORNTONS INVESTMENT MANAGEMENT LIMITED (Thorntons) delayed the enactment of her instructions when transferring a portfolio, the poor performance of it, shares being sold against her instructions, and matters around safeguarding, and the accurate... (8 pages)View decision -
Decision Reference DRN-5784843
4 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5784843 The complaint Ms G has complained about her property insurer AXA Insurance UK Plc regarding a claim she made to it when a pipe burst damaged her flat. What happened On 19 August 2024 a pipe in the flat above Ms G’s burst and part of the ceiling of Ms G’s lounge came down. S... (7 pages)View decision -
Decision Reference DRN-5627947
4 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5627947 The complaint Mr T and Mr B are unhappy that Red Sands Insurance Company (Europe) Limited has asked for more medical information when assessing a claim made under their single trip travel insurance policy (‘the policy’). They made a claim for a cancelled trip abroad because ... (3 pages)View decision -
Decision Reference DRN-5523543
4 Sep 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5523543 The complaint Mr S complains that OAKBROOK FINANCE LIMITED trading as Likely Loans was irresponsible in its lending to him. What happened Mr S was provided with two loans by Likely Loans the details of which are set out below. LoanDate Amount Term Monthly repayment 1 Novembe... (4 pages)View decision -
Decision Reference DRN-5731744
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5731744 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard unfairly recorded a default against his credit card account. What happened Mr M held a credit card account with Barclaycard. In 2022, the account fell into arrears and no payments were made for sev... (4 pages)View decision -
Decision Reference DRN-5562075
4 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5562075 The complaint Mr Z says Oodle Financial Services Limited trading as Oodle Car Finance (‘Oodle’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. He says that... (4 pages)View decision -
Decision Reference DRN-5266644
4 Sep 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5266644 The complaint Mr S complained about the way Telefonica UK Limited trading as O2 (Telefonica) dealt with a claim for compensation for a phone he bought through a fixed sum loan agreement with it. What happened Mr S bought a mobile phone for around £1,600 through a fixed sum ... (4 pages)View decision
