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 380712 results
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Decision Reference DRN-5690603
13 Aug 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5690603 The complaint Mr G complains about the way Aviva Life & Pensions UK Limited handled the surrender of his with-profits life assurance policy, causing him financial loss. What happened In January 2024 Mr G requested a surrender quote for his with-profits life policy. Aroun... (3 pages)View decision -
Decision Reference DRN-5567823
13 Aug 2025 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. Not upheldInsuranceDRN-5567823 The complaint Miss C complains about the way Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U has settled a claim under her mobile phone insurance policy. Where I refer to Telefonica, this includes the actions of its agents and claims handlers for which it takes r... (4 pages)View decision -
Decision Reference DRN-5163027
13 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5163027 The complaint Mrs B complains that Revolut Ltd won’t refund the money she lost to a What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mrs B saw an advert for a company that purported to be ... (4 pages)View decision -
Decision Reference DRN-5502762
13 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5502762 The complaint Ms C complains that The Royal Bank of Scotland Plc (RBS) blocked her card which prevented her from paying for an experience while she was on holiday. She’d like compensation for the loss of opportunity and inconvenience caused. What happened Ms C has a current ... (3 pages)View decision -
Decision Reference DRN-5746117
13 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5746117 The complaint Miss J complains that U K Insurance Limited (UKI) trading as Churchill Insurance failed to automatically renew her motor insurance policy or advise her that it would lapse. What happened Miss J initially took out a UKI policy in 2020. The policy renewed in 2021... (2 pages)View decision -
Decision Reference DRN-5453316
13 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5453316 The complaint Mrs S has complained about the way Barclays Bank UK PLC handled a dispute she had over goods she bought. What happened Mrs S made two £30 open banking transfers to Merchant A, one in November 2023 and one in December 2023. She’s explained that she was buying gi... (2 pages)View decision -
Decision Reference DRN-5727301
13 Aug 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5727301 The complaint Miss S complains about the way First Central Underwriting Limited (‘First Central’) handled a claim she made under her motor insurance policy. What happened Miss S held a motor insurance policy underwritten by First Central. She contacted them in January 2023 ... (4 pages)View decision -
Decision Reference DRN-5725613
13 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5725613 The complaint The estate of Mrs O complains about Barclays Bank UK PLC (Barclays) when it approached them about several historic bank accounts. The complaint has been brought on behalf of the estate by a third party who I’ll refer to as C for ease of reading. What happened ... (3 pages)View decision -
Decision Reference DRN-5752663
13 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5752663 The complaint Mr and Mrs H’s complaint is, in essence, that First Holiday Finance Ltd (‘FHF’) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (the ‘CCA’) and (2) deciding again... (7 pages)View decision -
Decision Reference DRN-5551802
13 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5551802 The complaint Mr K complains on behalf of his limited company, which I will call L. Briefly, he says: • Lloyds Bank Plc refused to allow him to transfer his company’s Bounce Back Loan (BBL) to his personal account. • Lloyds did not allow him to set up direct debits from hi... (6 pages)View decision
