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 384131 results
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Decision Reference DRN-5938816
24 Nov 2025 Acasta European Insurance Company Limited UpheldInsuranceDRN-5938816 The complaint Mr G is complaining that a repair completed as part of a claim he made on an extended warranty policy – underwritten by Acasta European Insurance Company Limited – wasn’t carried out properly. What happened In January 2022, Mr G bought a new sofa and also took ... (3 pages)View decision -
Decision Reference DRN-5821590
24 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5821590 The complaint Mr P complains about Barclays Bank UK PLC trading as Tesco Bank’s handling of a dispute. What happened Mr P raised a dispute with Tesco Bank in September 2024 about a breach of contract where the supply and installation of a new kitchen wasn’t completed. Mr P h... (4 pages)View decision -
Decision Reference DRN-5691068
24 Nov 2025 Society of Lloyd's Not upheldInsuranceDRN-5691068 The complaint Mr A and Mrs A complain about Society of Lloyds (“SoL”)’s handling of their buildings insurance claim. All references to SoL also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore include a ful... (4 pages)View decision -
Decision Reference DRN-5877682
24 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5877682 The complaint Mrs C complains that NewDay Ltd trading as Marbles caused her to have a late payment on her account, which in turn impacted another credit card account she holds with NewDay. What happened Mrs C made a payment to her Marbles credit card which didn’t then credit... (3 pages)View decision -
Decision Reference DRN-5840362
24 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5840362 The complaint Mr and Mrs M were unhappy with the standard of workmanship carried out by esure Insurance Limited (“esure”) in relation to their home insurance claim and the subsequent delays this caused to their claim. What happened Following a fire at their home, Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN-5972586
24 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5972586 The complaint R complain Starling Bank Limited (“Starling”) decided to close their account due to the business sector they operate in. R say Starling’s decision is based on a conflict with its own business. R say the closure of their account will cause them significant incon... (3 pages)View decision -
Decision Reference DRN-5848517
24 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5848517 The complaint Mr A and Mrs A have complained about how Intact Insurance UK Limited (Intact) said it would settle a claim under a contents insurance policy. What happened Mr A and Mrs A made a claim for a leak from a radiator at their home, including for damage to a carpet. ... (3 pages)View decision -
Decision Reference DRN-5970354
24 Nov 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5970354 The complaint Mr M complains Inter Partner Assistance SA (IPA) has declined the claim he made under his travel insurance policy for medical treatment he received whilst abroad. Mr M is being represented in this complaint by a family member who I’ll refer to as Mrs M. What ha... (5 pages)View decision -
Decision Reference DRN-5920699
24 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5920699 The complaint Miss O complains that HSBC UK Bank Plc closed her account without providing a proper explanation. Miss O H says this caused her unnecessary stress and worry. And made it difficult to manage her loan repayments. What happened Miss O had a current account with H... (3 pages)View decision -
Decision Reference DRN-5961182
24 Nov 2025 Arnold Clark Automobiles Limited UpheldConsumer CreditDRN-5961182 The complaint Mr R complains that Arnold Clark Automobiles Limited, trading as Arnold Clark, continued with an application for a Hire Purchase Agreement despite Mr R cancelling the application. Although Arnold Clark has removed credit searches from Mr R’s credit file he woul... (4 pages)View decision
