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 385222 results
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Decision Reference DRN-5893289
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5893289 The complaint Miss B complains Barclays Bank UK PLC’s IT outage meant two payments were taken from her account, putting her overdrawn and causing significant distress. What happened Barclays had an IT outage over the weekend of 31 January to 2 February 2025, and Miss B had... (3 pages)View decision -
Decision Reference DRN-5982540
28 Nov 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5982540 The complaint Mrs K complains that Everyday Lending Ltd irresponsibly lent to her. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Instead, I’ll provide a brief summary. Everyday Lending ... (7 pages)View decision -
Decision Reference DRN-5692531
28 Nov 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5692531 The complaint Ms W complains about a charge applied by MONEYBARN NO.1 LIMITED when she returned a car after voluntarily terminating a conditional sale agreement. What happened In October 2021, Ms W was supplied with a used car through a conditional sale agreement with Moneyb... (4 pages)View decision -
Decision Reference DRN-5956827
28 Nov 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5956827 The complaint Mr C complains about the quality of a new car he acquired through a hire purchase agreement with Stellantis Financial Services UK Limited (‘Stallantis’). Mr C says that the car had a faulty timing belt which led to an engine failure early in the life of it. Wh... (5 pages)View decision -
Decision Reference DRN-5761756
28 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5761756 The complaint Ms M has complained she was mis-sold a Life and Critical Illness Cover (‘CIC’) policy by Aviva Life & Pensions UK Limited (‘Aviva’). She has also complained about the ongoing service and that her critical illness claim was wrongfully declined. To put the ma... (9 pages)View decision -
Decision Reference DRN-5982471
28 Nov 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5982471 The complaint 1. Mr S is unhappy with Clydesdale Bank Plc’s handling of his credit card. What happened 2. I issued my provisional findings to both parties setting out why I thought Mr S’s complaint should be upheld in part and invited both parties to provide any further sub... (8 pages)View decision -
Decision Reference DRN-5874186
28 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5874186 The complaint Mr S complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2022, Mr S was looking for ways to invest his money and was told about a company offerin... (4 pages)View decision -
Decision Reference DRN-5982497
28 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5982497 The complaint Mr L complains that Santander UK Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2021, a business client of Mr L’s told him about an opportunity to invest in property development. Mr L was told he w... (4 pages)View decision -
Decision Reference DRN-5959585
28 Nov 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5959585 The complaint Mr F complains that Zempler Bank Limited won’t refund the money he lost when he was the victim of a scam. What happened In August 2025, Mr F was looking to rent a property and saw one he was interested in listed online. He contacted the landlord to arrange a v... (2 pages)View decision -
Decision Reference DRN-5961604
28 Nov 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5961604 The complaint Mr A has complained about his building warranty insurer Accelerant Insurance Europe SA/NV UK Branch, regarding how it handled his claim made on the policy for alleged defects, as well as the answers it came to as to coverage. What happened Mr A bought a newly ... (8 pages)View decision
