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 382298 results
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Decision Reference DRN-5655226
11 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5655226 The complaint Miss N complains in respect of her credit card with Barclays Bank UK PLC trading as Tesco Bank (‘TB’). What happened The parties are familiar with the background of this case, so I won’t repeat it in detail. It reflects my informal remit. Miss N complained to T... (2 pages)View decision -
Decision Reference DRN-5943046
11 Nov 2025 Nationwide Building Society UpheldMortgagesDRN-5943046 The complaint Mr and Mrs H said they had asked Nationwide Building Society to hold onto the unregistered deeds for their home, for safekeeping. But when they recently asked for those deeds back, Nationwide didn’t have them. They want Nationwide to cover the resulting costs. ... (6 pages)View decision -
Decision Reference DRN-5855593
11 Nov 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5855593 The complaint Mr A complains that a car supplied with finance from Volvo Car Financial Services UK Limited trading as Polestar Finance (PF) wasn’t of satisfactory quality. What happened In March 2025 Mr A was supplied with a used car and entered into a conditional sale agree... (3 pages)View decision -
Decision Reference DRN-5939563
11 Nov 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5939563 The complaint Mr and Mrs L complain that Barclays Bank UK PLC lost or destroyed the deeds to their house. They ask for compensation. What happened Mr and Mrs L took out a mortgage with Barclays in 1988. They re-mortgaged within the Barclays group in 2003. They redeemed the m... (4 pages)View decision -
Decision Reference DRN-5284831
11 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5284831 The complaint Mr G complains Bank of Scotland plc trading as Halifax, will not reimburse money he said he lost to a scam. Mr G is represented by a firm, but for ease, I have only referred to Mr G in my decision. What happened Mr G said that between June and July 2024 he made... (2 pages)View decision -
Decision Reference DRN-5823241
11 Nov 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5823241 The complaint Mr H complains that Advantage Insurance Company Limited (“Advantage”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, made by a premium-brand car-maker and first registe... (4 pages)View decision -
Decision Reference DRN-5757082
11 Nov 2025 Scottish Widows Limited Not upheldInsuranceDRN-5757082 The complaint The estate of Mr M has complained that Scottish Widows Limited cancelled Mr M’s life and life with critical illness insurance policies. What happened In 2019 Mr N applied for two policies – one was life and critical illness and one was life only. Mr M sadly pas... (2 pages)View decision -
Decision Reference DRN-5756828
11 Nov 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5756828 The complaint Miss W’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which C&G declined. Miss W says C&G treated her unfairly. Miss W is helped by a representative in this complaint,... (3 pages)View decision -
Decision Reference DRN-5808723
11 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5808723 The complaint Mrs H complained about esure Insurance Limited declining a claim on her buildings insurance policy. Mrs H was also unhappy about how the claim was handled. What happened Mrs H took out a buildings insurance policy with esure in late-April 2025. Just over two we... (3 pages)View decision -
Decision Reference DRN-5353575
11 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5353575 The complaint Mr S complains that HSBC UK Bank Plc trading as first direct declined to refund disputed transactions that were made from his account. What happened On 1 November 2024, Mr S says he received a knock at his door from a person known to him, telling him she was in... (3 pages)View decision
