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-5721862
10 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5721862 The complaint Mr S is complaining about Bank of Scotland plc trading as Halifax because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr S says he fell victim to a cruel romance scam. After meeting someone online and chatting to them for seve... (3 pages)View decision -
Decision Reference DRN-5723023
10 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5723023 The complaint Mr P complains about AXA Insurance UK Plc trading as Swiftcover (Swiftcover) telling him he would be covered under his motor insurance policy if he broke down while driving abroad. But then telling him he wasn’t covered when he broke down abroad. References to... (3 pages)View decision -
Decision Reference DRN-5780409
10 Nov 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5780409 The complaint Mr F complains that Monzo Bank Ltd was irresponsible in its lending to him. What happened Mr F was provided with a £15,000 loan in December 2024. The loan term was 60 months and Mr F was required to make monthly repayments of £336. Mr F said that at the time of... (3 pages)View decision -
Decision Reference DRN-5671900
10 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5671900 The complaint Mr H is unhappy with how Barclays Bank UK PLC, trading as Barclaycard (‘Barclaycard’) have engaged with his queries about his credit card agreement and how they have reported his credit card to the credit reference agencies (CRAs). What happened Mr H opened a ... (4 pages)View decision -
Decision Reference DRN-5938477
10 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5938477 The complaint Miss O complains U K Insurance Limited trading as NIG has unfairly declined a claim she made on her leasehold insurance policy following an escape of water in the property. What happened Miss O is the leasehold owner of a flat which she rents out and is insured... (3 pages)View decision -
Decision Reference DRN-5169731
10 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5169731 The complaint Mr P complains that Barclays Bank UK Plc didn’t do enough to prevent him losing money to what he says was a scam. Mr P has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr P and will also ascribe the represen... (4 pages)View decision -
Decision Reference DRN-5863693
10 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5863693 The complaint Mr D and Mrs D have complained about how U K Insurance Limited (UKI) settled a claim under their home insurance policy. References to UKI include companies acting on its behalf. What happened Mr D and Mrs D made a claim for a burglary at their home. This incl... (3 pages)View decision -
Decision Reference DRN-5610170
10 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5610170 The complaint Mr O is unhappy HSBC UK Bank Plc (HSBC) blocked his account. What happened On 18 December 2024, HSBC blocked Mr O’s current account following a report from another bank that a £30 payment he’d received was the proceeds of a scam. HSBC wrote to Mr O that day to... (2 pages)View decision -
Decision Reference DRN-5928154
10 Nov 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5928154 The complaint Mr M complains that a car supplied to him under a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (Startline) was of an unsatisfactory quality. What happened I issued a provisional decision setting out what I thought about Mr M's complaint. I’... (6 pages)View decision -
Decision Reference DRN-5812393
10 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5812393 The complaint Mrs S is unhappy that Aviva Life & Pensions UK Limited proportionally settled a claim she made on her life insurance policy which included critical illness cover. What happened Mrs S claimed on her life insurance policy following a diagnosis of breast cance... (3 pages)View decision
