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 380824 results
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Decision Reference DRN-5712819
24 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5712819 The complaint Mr N and Mrs N’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (... (15 pages)View decision -
Decision Reference DRN-5687863
24 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5687863 The complaint Mr C complains about a claim settlement offer by Admiral Insurance (Gibraltar) Limited on his car insurance policy. What happened Mr C was involved in an accident in late-August 2024. He raised a claim with Admiral. Admiral assessed the claim, wrote off the car... (3 pages)View decision -
Decision Reference DRN-5433371
24 Jul 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5433371 The complaint Mr F complains that Westerby Trustee Services Limited (‘Westerby’) didn’t act fairly when accepting his application from Joseph Oliver – Mediacao de Seguros LDA (‘Joseph Oliver’) for a Self-Invested Personal Pension (‘SIPP’). Mr F transferred personal pension ... (41 pages)View decision -
Decision Reference DRN-5200302
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5200302 The complaint Mr N complains that Barclays Bank UK PLC blocked and then closed his accounts, causing him significant distress and inconvenience, as well as financial loss. What happened Mr N held three accounts with Barclays – a current account, a savings account and a Help ... (2 pages)View decision -
Decision Reference DRN-5543235
24 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5543235 The complaint Mrs B complains that Revolut Ltd won’t refund a payment she made as a result of a scam. What happened In August 2024, Mrs B heard from a company that I’ll call T about an investment opportunity, after she registered her details online in response to an advert s... (5 pages)View decision -
Decision Reference DRN-5700030
24 Jul 2025 Sky UK Limited Not upheldConsumer CreditDRN-5700030 The complaint Mr T has complained about the way Sky UK Limited dealt with a claim he’d made for a faulty phone he’d bought using a fixed sum loan agreement he had with it. What happened The circumstances of the complaint are well known to the parties so I’m not going to go ... (3 pages)View decision -
Decision Reference DRN-5712365
24 Jul 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5712365 The complaint Mr B complains that Liverpool Victoria Insurance Company Limited declined a claim for storm damage on his buildings insurance policy. What happened In late November 2024, Mr B noticed damage to his property following high winds. He contacted LV to raise a claim... (3 pages)View decision -
Decision Reference DRN-5699799
24 Jul 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5699799 Complaint Mr T complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been accepted for it. ... (9 pages)View decision -
Decision Reference DRN-5441381
24 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5441381 The complaint Mr and Mrs J complained that Accredited Insurance (Europe) Ltd (“Accredited”) unfairly recorded a claim against their home buildings insurance policy, which increased their premium. I’ll refer to Mr J in my decision for ease. What happened Mr J said he was cont... (3 pages)View decision -
Decision Reference DRN-5680791
24 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5680791 The complaint Mr A complains about the information he received from BMW Financial Servces (GB) Limited trading as Alphera Financial Services (Alphera) when he acquired a used car under a hire purchase agreement. What happened The facts of this case are familiar to both part... (5 pages)View decision
