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 386796 results
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Decision Reference DRN-5780982
26 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5780982 The complaint Mr D has complained that Ageas Insurance Limited (Ageas) unfairly declined a claim under his home insurance policy. Mr D is represented for his complaint but, for ease, I will normally only refer to him. What happened Mr D contacted Ageas to make a claim for ... (3 pages)View decision -
Decision Reference DRN-5611924
26 Nov 2025 ICICI Bank UK Plc Not upheldBanking and PaymentsDRN-5611924 The complaint Mrs J complains that ICICI Bank UK Plc has declined to refund a transaction that was made from her account as a result of a scam. What happened On 18 April 2024, Mrs J received a text message that appeared to come from a delivery company asking her to pay a sma... (3 pages)View decision -
Decision Reference DRN-5967169
26 Nov 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5967169 The complaint Mr and Mrs L complain about delays and poor communication by ARAG Legal Expenses Insurance Company Limited in relation to a claim on their legal expenses insurance policy. Mr and Mrs L are joint policyholders but Mr L has dealt with the claim and the complaint,... (3 pages)View decision -
Decision Reference DRN-5861556
26 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5861556 The complaint Mrs J complains that NewDay Ltd trading as Pulse lent irresponsibly when it approved her credit card application and later increased the limit. What happened Mrs J applied for a Pulse credit card in November 2021. In her application, Mrs J said she was employe... (4 pages)View decision -
Decision Reference DRN-5948023
26 Nov 2025 FCE Bank Plc Not upheldBanking and PaymentsDRN-5948023 The complaint Ms C complains that FCE Bank Plc trading Ford Money (Ford Money) acted unfairly when it blocked her accounts and asked her to provide information. Ms C is also unhappy about how Ford Money communicated with her about the information it requested. What happened... (4 pages)View decision -
Decision Reference DRN-5799032
26 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5799032 The complaint Miss S complains that Lendable Ltd (‘Lendable’) sold her defaulted loan account to a debt purchaser (‘P’) in breach of her agreement, as they weren’t authorised or regulated by the Financial Conduct Authority (‘FCA’). Miss S wants this matter investigating and... (3 pages)View decision -
Decision Reference DRN-5852178
26 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5852178 The complaint AM, a limited company represented here by its director, Mr A, complains that Metro Bank PLC has not refunded money it lost to a scam. What happened Mr A met the directors of a company I will call B at an overseas property exhibition in 2018. He made contact wi... (4 pages)View decision -
Decision Reference DRN-5814612
26 Nov 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5814612 The complaint Mr B says Zurich Insurance Company Ltd acted unreasonably in avoiding his motor insurance policy and in declining a claim on it due to misrepresentation on his part. What happened Mr B took the policy out on 6 January 2025. A few days later, his car was stolen... (3 pages)View decision -
Decision Reference DRN-5850497
26 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5850497 The complaint AM, a limited company represented here by its director, Mr A, complains that Barclays Bank UK PLC has not refunded money it lost to a scam. What happened Mr A met the directors of a company I will call B at an overseas property exhibition in 2018. He made cont... (5 pages)View decision -
Decision Reference DRN-5879746
26 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5879746 The complaint Mr H complains that Barclays Bank UK PLC has not refunded the money he lost to a scam. What happened The full circumstances of this complaint are well known to both parties, so I won’t set them out in detail here. But, in summary, Mr H was called in 2021 by so... (4 pages)View decision
