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-5971540
24 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5971540 The complaint Mr H complains Barclays Bank UK PLC is holding him liable for transactions he didn’t carry out or authorise. What happened Mr H has an account with Barclays with a debit card. Mr H says he lost his card on or around 23 December 2023 and the following day notice... (2 pages)View decision -
Decision Reference DRN-5971542
24 Nov 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5971542 The complaint Miss F complains that Barclays Bank UK PLC, trading as Tesco Bank (‘Tesco Bank’), irresponsibly agreed to a loan she couldn’t afford. What happened In October 2021 Miss F applied for a loan with Tesco Bank. She was given a loan of £15,000 and the monthly repay... (3 pages)View decision -
Decision Reference DRN-5811340
24 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5811340 The complaint Mr S and Miss S complain about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY valued their property. They said NatWest didn’t support them in their appeals, and wouldn’t seek an alternative valuation for them. What happened Whilst this complaint is brough... (3 pages)View decision -
Decision Reference DRN-5963616
24 Nov 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5963616 The complaint Mr W’s complaint is about a claim he made on his FAIRMEAD INSURANCE LIMITED (“Fairmead”) legal expenses insurance policy, which was declined. Mr W feels Fairmead treated him unfairly. In this decision all references to Fairmead include their claims handlers. Wh... (4 pages)View decision -
Decision Reference DRN-5970959
24 Nov 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5970959 The complaint Mr T complains about how Creation Consumer Finance Ltd handled a claim he made under Section 75 of the Consumer Credit Act 1974 (“Section 75”). Throughout his complaint, a family member has represented Mr T. But for ease, I’ll just refer to “Mr T”. What happene... (6 pages)View decision -
Decision Reference DRN-5932845
24 Nov 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5932845 The complaint Mr C is unhappy that Motability Operations Limited terminated the hire agreement under which a car was supplied to him. When I refer to what Mr C has said and what Motability Operations have said, it should also be taken to include things said on their behalf.... (3 pages)View decision -
Decision Reference DRN-5720858
24 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5720858 The complaint Mr T has complained that Barclays Bank UK PLC unfairly removed his overdraft facility and this has had severe consequences for him. What happened Mr T has an account with Barclays, which was over its overdraft limit. He’s explained this was due to his becoming ... (2 pages)View decision -
Decision Reference DRN-5828298
24 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5828298 The complaint Mr A complains about how UK Insurance Limited (UKI) handled a claim made on his motor insurance policy. What happened Mr A’s car was damaged in an incident and UKI took it for repairs. But the car had to be returned for rectification three times. Mr A remains ... (2 pages)View decision -
Decision Reference DRN-5846086
24 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5846086 The complaint Mrs R complains that she didn’t receive a one-time password (OTP) from Bank of Scotland plc when she was trying to make a payment for a holiday. What happened Mrs R contacted Bank of Scotland on 15 July 2025 to complain about the following things: -she was unba... (2 pages)View decision -
Decision Reference DRN-5910397
24 Nov 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5910397 The complaint Miss B has complained about how Zurich Insurance Company Ltd (Zurich) dealt with a claim under her home insurance policy. What happened In 2021, Miss B made a claim for overflowing drains in her garden. Zurich investigated and found no issue with Miss B’s drai... (2 pages)View decision
