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-5922186
10 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5922186 The complaint Mr S is unhappy that Admiral Insurance (Gibraltar) Limited haven’t covered a claim he made on his travel insurance policy. What happened Mr S made a claim on his travel insurance policy following an accident abroad. Admiral declined the claim as they said Mr S ... (3 pages)View decision -
Decision Reference DRN-5929172
10 Nov 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5929172 The complaint Mr N complains that PayPal UK Ltd didn’t handle his chargeback request properly. What happened On 15 April 2024 Mr N purchased a laptop which he says was advertised as being touchscreen, but when it was delivered he discovered it didn’t have this feature. He pa... (3 pages)View decision -
Decision Reference DRN-5772371
10 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5772371 The complaint Mr M complains that NewDay Ltd trading as Fluid irresponsibly lent to him. What happened Mr M was approved for a Fluid credit card in February 2025, with a £2,500 credit limit. Mr M says that this was irresponsibly lent to him. Mr M made a complaint to Fluid, w... (2 pages)View decision -
Decision Reference DRN-5918797
10 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5918797 The complaint Mr R complains that Barclays Bank UK Plc trading as Tesco Bank (‘Tesco’) restricted cash withdrawals on his credit without notice, but told him his card would work. Mr R wants Tesco to explain the reason for the restriction and remove it. Mr R wants Tesco to re... (3 pages)View decision -
Decision Reference DRN-5768289
10 Nov 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5768289 The complaint Mr and Mrs B are unhappy with the service they received from Zurich Insurance Company Ltd when they claimed on their travel insurance policy What happened Mr and Mrs B were abroad when Mrs B sustained an injury following a fall. She was hospitalised and receive... (3 pages)View decision -
Decision Reference DRN-5843625
10 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5843625 The complaint The estate of Mrs D complains about the service the late Mrs D received from Admiral Insurance (Gibraltar) Limited when she claimed on her travel insurance policy. What happened Mrs D became seriously unwell whilst abroad and was admitted to hospital. The estat... (3 pages)View decision -
Decision Reference DRN-5867659
10 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5867659 The complaint X complains that Barclays Bank UK PLC trading as Tesco Bank (‘Tesco Bank’) doesn’t have the ‘Mx’ title option available for customers to use and this has caused them distress. X is also unhappy with a password Tesco Bank used for some correspondence with them. ... (5 pages)View decision -
Decision Reference DRN-5931241
10 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5931241 Complaint Mrs G has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to her. She’s said that the credit card and limit increase were irresponsibly provided and this led to ongoing difficulty going forward. Background Vanquis initially provided Mrs G ... (4 pages)View decision -
Decision Reference DRN-5101835
10 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5101835 Complaint Miss H complains that Moneybarn No.1 Ltd (trading as “Moneybarn”) unfairly entered into a conditional-sale agreement with her. She’s said the agreement was unaffordable for her. Miss H has also said that she was mis-sold extras, did not sign her finance agreement ... (6 pages)View decision -
Decision Reference DRN-5692102
10 Nov 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5692102 Complaint Mr B has complained about the overdraft charges The Royal Bank of Scotland Plc (“RBS”) applied to his account. Mr B is being represented, by the (“representative”), in his complaint. Background Mr B successfully applied for an overdraft with a limit of £100 in No... (5 pages)View decision
