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 383377 results
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Decision Reference DRN-5959107
18 Nov 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5959107 The complaint Mr S complains about how Liverpool Victoria Insurance Company Limited (‘LV’) has handled a subsidence claim made on his buildings insurance policy. LV is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on... (5 pages)View decision -
Decision Reference DRN-5910185
18 Nov 2025 Barclays Bank Plc Not upheldInvestmentsDRN-5910185 The complaint Mr S complains that Barclays Bank PLC closed its Plan & Invest service. He says he was forced to sell all his funds before he wanted to, and that there was a delay in the sales taking place. He wants Barclays to reimburse his financial loss and to pay him “... (3 pages)View decision -
Decision Reference DRN-5634452
18 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5634452 The complaint Mr R complains that Barclays Bank UK PLC won’t reimburse over £12,000 that he lost when he fell victim to an employment scam. What happened Our investigator didn’t uphold the complaint. She didn’t think any of the payments looked suspicious such that Barclays ... (1 page)View decision -
Decision Reference DRN-5898120
18 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5898120 The complaint Mr D has complained about the poor service he received from U K Insurance Limited trading as Direct Line (UKI) when he claimed under his car insurance policy for windscreen damage. All reference to the insurer UKI in my decision includes the windscreen supplier... (3 pages)View decision -
Decision Reference DRN-5703878
18 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5703878 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr B saw an advert on social media fo... (3 pages)View decision -
Decision Reference DRN-5531600
18 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5531600 The complaint Mr P is unhappy that Barclays Bank UK PLC closed his account without prior notice. What happened Mr P is an elderly gentleman and has adult children who live overseas. Because of this, Mr P spends long periods overseas, although he also spends long periods in t... (3 pages)View decision -
Decision Reference DRN-5701224
18 Nov 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5701224 The complaint Mrs E has complained that Secure Trust Bank Public Limited Company trading as V12 Retail Finance (V12) unfairly provided her with two loans. What happened Mrs E entered into loan agreements with V12 as shown below: Loan 1 Date Amount of credit Term Monthly p... (3 pages)View decision -
Decision Reference DRN-5649220
18 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5649220 The complaint Mr W complains that Aviva Insurance Limited has unfairly repudiated part of his claim made for damage, following an escape of water to his rental property. What happened Mr W says he noticed his property was extremely damp throughout the ground floor after his ... (3 pages)View decision -
Decision Reference DRN-5957556
18 Nov 2025 Gracombex Ltd Not upheldConsumer CreditDRN-5957556 Complaint Mrs L has complained about high-cost short-term credit (“HCSTC”) instalment loans Gracombex Ltd (trading as “The Money Platform”) unfairly brought about for her. She says that the loans were unaffordable and therefore shouldn’t have been brought about. Background ... (5 pages)View decision -
Decision Reference DRN-5959295
18 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5959295 The complaint Mrs F and Mr F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (... (4 pages)View decision
