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 392389 results
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Decision Reference DRN-5669275
18 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5669275 The complaint Mr M has complained that Barclays Bank UK PLC won’t refund the money which he says he lost in a scam. What happened Both sides are most familiar with the complaint, and we must anonymise decisions, so I’ll summarise things relatively briefly. This complaint sur... (3 pages)View decision -
Decision Reference DRN-5822616
18 Nov 2025 EUI Limited Not upheldInsuranceDRN-5822616 The complaint Mr M complains about the premium on his motor insurance policy charged by EUI Limited trading as Admiral (Admiral). The premium increased from £700 to £1,400 in a year but Admiral said the premium would reduce the following year when a previous claim came off t... (4 pages)View decision -
Decision Reference DRN-5827985
18 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5827985 The complaint Ms M complains Capital One (Europe) plc unfairly defaulted her credit card account and reported this to the credit reference agencies. What happened In March 2023, Ms M opened a credit card account with Capital One. Following a family bereavement, Ms M’s circu... (4 pages)View decision -
Decision Reference DRN-5950256
18 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5950256 The complaint Mr A complains Nationwide Building Society didn’t update his address when he asked it to do so. He also complains Nationwide Building Society has lied to him. What happened Mr A has an account with Nationwide. He has a number of accounts elsewhere too. Mr A nee... (3 pages)View decision -
Decision Reference DRN-5938277
18 Nov 2025 Tesla Financial Services Limited UpheldConsumer CreditDRN-5938277 The complaint Ms D is unhappy that a car supplied to her under a conditional sale agreement with Tesla Financial Services Limited was of an unsatisfactory quality. What happened In August 2021, Ms D was supplied with a new car through a conditional sale agreement with Tesla... (5 pages)View decision -
Decision Reference DRN-5957368
18 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5957368 The complaint Mrs B is unhappy with her treatment by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services during a period of financial difficulties. What happened Mrs B faced a period of significant financial struggles. Due to these struggles, which were ... (4 pages)View decision -
Decision Reference DRN-5676805
18 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5676805 The complaint Mrs L complained that Aviva Insurance Limited (“Aviva”) unfairly declined her claim for damage caused by a paint spill, under her home contents insurance policy. What happened Mrs L said she was in her loft when she knocked a partially full tin of paint down th... (3 pages)View decision -
Decision Reference DRN-5934456
18 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5934456 The complaint Mr J has complained that Inter Partner Assistance SA (IPA) has delayed in assessing a claim he made on a travel insurance policy. What happened Mr J was due to go on a trip abroad in December 2024. Unfortunately, he suffered a serious medical event in October ... (2 pages)View decision -
Decision Reference DRN-5825097
18 Nov 2025 Key Retirement Solutions Limited Not upheldMortgagesDRN-5825097 The complaint Miss R complains about the service provided by Key Retirement Solutions Limited (KRS) when it was giving her lifetime mortgage advice. What happened Miss R had a mortgage with a lender that was due to repaid. She wanted a lifetime mortgage to repay her existing... (4 pages)View decision -
Decision Reference DRN-5878710
18 Nov 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5878710 The complaint Mr B complains about the quality of a car that was supplied through a conditional sale agreement with Hyundai Capital UK Limited trading as Hyundai Finance (Hyundai). What happened In November 2023, Mr B acquired a new car through a conditional sale agreement w... (4 pages)View decision