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-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 -
Decision Reference DRN-5786174
24 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5786174 The complaint Miss W complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund payment she made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summar... (4 pages)View decision -
Decision Reference DRN-5821085
24 Nov 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5821085 The complaint Mr B complains about how Liverpool Victoria Insurance Company Limited (LV) handled a claim made on his motor insurance policy. He wants an increase in compensation for the trouble and upset caused and an increase in the valuation of his car. What happened Mr B... (3 pages)View decision -
Decision Reference DRN-5838781
24 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5838781 The complaint Mr H complains that Lloyds Bank Plc won’t refund him the money he lost in an investment scam. Mr H is being represented by a professional representative but for ease of reading I’ll just refer to Mr H. What happened The circumstances surrounding this complaint ... (4 pages)View decision -
Decision Reference DRN-5807629
24 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5807629 The complaint Ms M complains Starling Bank Limited hasn’t resolved the problems she’s having with her banking App or apologised and compensated her. What happened A summary of what happened is below. Ms M holds an account with Starling. In March 2025, she complained that her... (2 pages)View decision -
Decision Reference DRN-5842790
24 Nov 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5842790 The complaint Mr K complains PayPal UK Ltd provided poor service when he tried to claim for a returned item. What happened On 15 February 2025 Mr K bought some products from a retailer, using PayPal, totalling £80.80. One of the items wasn’t the one he wanted to purchase; he... (3 pages)View decision -
Decision Reference DRN-5967976
24 Nov 2025 Topaz Finance Limited UpheldMortgagesDRN-5967976 The complaint Mr and Mrs B complain that Topaz Finance Limited trading as Heliodor Mortgages (“Topaz”) has been frustrating their efforts to repay their overdue interest-only mortgage. They say this mortgage could have been cleared by now, if Topaz had provided the required ... (7 pages)View decision
