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-5790467
18 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5790467 The complaint A limited company, which I’ll refer to as ‘S’, complains that Starling Bank Limited hasn’t reimbursed the money it lost to a scam. Mr S, who is a director of S, brings the complaint on S’ behalf. What happened Mr S says he was introduced to a company I’ll refer... (5 pages)View decision -
Decision Reference DRN-5906845
18 Nov 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5906845 The complaint This complaint is about a mortgage and linked mortgage current account (MCA) that Mrs and Mr H hold with Barclays Bank UK PLC. In essence, the complaint is about the impact on Mrs and Mr H of Barclays not sending them an alert when they were about to exceed the... (3 pages)View decision -
Decision Reference DRN-5923795
18 Nov 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5923795 The complaint Ms C complains that J.P Morgan Ltd trading as Chase (Chase) won’t refund her money she lost in an investment and romance scam. Ms C is being represented by a professional representative, but for ease of reading I’ll just refer to Ms C. What happened Ms C says s... (5 pages)View decision -
Decision Reference DRN-5811153
18 Nov 2025 USAY BUSINESS LTD Not upheldInsuranceDRN-5811153 The complaint Mr J complains Usay Business Ltd (Usay) mis-sold him a private medical insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr J held a private medical insurance policy with an ins... (3 pages)View decision -
Decision Reference DRN-5771507
18 Nov 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5771507 The complaint Mr S complained that J D Williams & Company Limited trading as Premier Man (“JDW”) treated him unfairly when he reported an agreement had been taken out fraudulently in his name. What happened The circumstances of the complaint are well known to the partie... (4 pages)View decision -
Decision Reference DRN-5916471
18 Nov 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5916471 The complaint Ms K complains that The Co-Operative Bank Plc (Co-op) treated her unfairly when it didn’t refund her money she’d paid to a third party. What happened The background to this complaint is well known to all parties so I’ll just give a broad overview here. In Dec... (2 pages)View decision -
Decision Reference DRN-5754016
18 Nov 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5754016 The complaint Mr W complains that a car acquired under a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (‘Startline’) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summar... (3 pages)View decision -
Decision Reference DRN-5855600
18 Nov 2025 RAC Insurance Limited Not upheldInsuranceDRN-5855600 The complaint Mrs D is unhappy with the decision made by RAC Insurance Limited (RAC) following a claim made under her breakdown insurance policy. What happened Mrs D purchased breakdown cover with RAC. The terms and conditions explained: If your vehicle breaks down in Euro... (2 pages)View decision -
Decision Reference DRN-5811239
18 Nov 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5811239 The complaint Mrs S has complained that Domestic & General Insurance Plc (D&G’) declined to repair her washing machine under her appliance insurance policy. For the avoidance of doubt, the term D&G includes reference to D&G’s agents, representatives and contr... (3 pages)View decision -
Decision Reference DRN-5956618
18 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5956618 The complaint Mrs E and Mr J complain because Admiral Insurance (Gibraltar) Limited has only paid part of their travel insurance claim. What happened Mrs E and Mr J were insured under a travel insurance policy provided by Admiral, which covered certain pre-existing medical c... (4 pages)View decision
