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-5764572
21 Nov 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5764572 The complaint Mr A’s complaint is about the handling of a claim under his commercial motor insurance with Haven Insurance Company Limited. What happened In the early hours in October 2023, Mr A had an accident while driving his taxi. Mr A’s car went off the road, hit a tree ... (8 pages)View decision -
Decision Reference DRN-5955807
21 Nov 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5955807 The complaint Ms D complains Barclays Bank UK Plc trading as Tesco Bank (“Tesco”) irresponsibly lent to her. What happened In November 2023 Ms D took out a loan with Tesco for £18,500. The loan was to be repaid over 84 months with monthly repayments of £312.53. Ms D compla... (3 pages)View decision -
Decision Reference DRN-5848732
21 Nov 2025 Yorkshire Building Society Not upheldMortgagesDRN-5848732 The complaint Mr C complains that his mortgage with Yorkshire Building Society (YBS) was mis-sold and YBS hasn’t treated him fairly now the mortgage term has ended. What happened Mr C took out his mortgage in December 1999 with Prudential Banking plc. He received advice fro... (3 pages)View decision -
Decision Reference DRN-5293768
21 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5293768 The complaint Mrs O complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs O is being represented by a third party. To keep things simple, I will refer to Mrs O throughout my decision. What happened The background of t... (5 pages)View decision -
Decision Reference DRN-5968172
21 Nov 2025 esure Insurance Limited Not upheldInsuranceDRN-5968172 The complaint Mr B complains about the manner in which esure Insurance Limited trading as First Alternative dealt with a claim he made on his motor insurance policy. What happened In October 2024 Mr B’s car was damaged in an accident. He said that esure told him at the outse... (4 pages)View decision -
Decision Reference DRN-5943695
21 Nov 2025 Leeds Building Society Not upheldBanking and PaymentsDRN-5943695 The complaint Mr M complains Leeds Building Society (LBS) miscalculated the interest on his savings account. Mr M said this was a breach of trust he placed in LBS, explaining it failed to detect the error for a period of time and wasn’t transparent about what had occurred. W... (2 pages)View decision -
Decision Reference DRN-5967417
21 Nov 2025 Paynetics UK Limited UpheldBanking and PaymentsDRN-5967417 The complaint Mrs B complains that Paynetics UK Limited (“Paynetics”) won’t refund payments made as part of a scam. The payments were made from Mrs B’s account with Trading 212. Paynetics provides the debit card offered with this account, and it was a tokenised version of t... (4 pages)View decision -
Decision Reference DRN-5373069
21 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5373069 The complaint Miss K complains that National Westminster Bank PLC (NatWest) hasn’t refunded money she paid in connection with her holiday which she now believes was the result of a scam. What happened There is a considerable quantity of correspondence relating to the compla... (7 pages)View decision -
Decision Reference DRN-5968773
21 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5968773 The complaint Mrs T, Ms T1, Ms T2 and Ms T3 complain that Inter Partner Assistance SA (IPA) has turned down a personal possessions claim Mrs T made on a travel insurance policy. As Mrs T brought the complaint to us, I’ve referred mainly to her. What happened Mrs T had been a... (3 pages)View decision -
Decision Reference DRN-5387653
21 Nov 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5387653 The complaint Ms D complains that eToro (UK) Ltd closed her contracts for difference positions without her consent causing her significant financial losses. What happened Ms D held a contract for difference (CFD) trading account with eToro since November 2020. She said she ... (3 pages)View decision
