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 384133 results
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Decision Reference DRN-5794925
28 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5794925 The complaint Miss S complains esure Insurance Limited trading as Sheilas' Wheels car Insurance (esure) caused delays after she made a claim on her motor insurance policy and didn’t offer her a fair market value settlement when her car was found to be a total loss. esu... (3 pages)View decision -
Decision Reference DRN-5957641
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5957641 The complaint Mr M is unhappy with Barclays Bank UK PLC, trading as Barclaycard (‘Barclaycard’) and the service he received from them in relation to issues with his credit card. What happened I issued my provisional findings to both parties setting out why I did not think M... (4 pages)View decision -
Decision Reference DRN-5812910
28 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5812910 The complaint Mr H complains through a representative that Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”) lent to him without carrying out sufficient affordability checks. What happened In August 2016, Moneybarn provided Mr H with a conditional sale agreement for... (3 pages)View decision -
Decision Reference DRN-5938397
28 Nov 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5938397 The complaint Mr B’s complaint is about a Market Value Reduction (‘MVR’) applied by ReAssure Limited (‘RL’) to the value of his pension (invested in a With Profits Fund (‘WPF’) holding) when it was transferred to a new provider in October 2024. He seeks recovery of the MVR ... (9 pages)View decision -
Decision Reference DRN-5794619
28 Nov 2025 Covea Insurance plc Not upheldInsuranceDRN-5794619 The complaint Mr C complains about an increase in the premium for his motor insurance policy with Covea Insurance plc (Covea), following a change of vehicle. References to Covea in this decision include their agents. This decision covers Mr C’s complaint about Covea as the... (3 pages)View decision -
Decision Reference DRN-5905294
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5905294 The complaint Ms D complains that Barclays Bank UK PLC (Barclays) declined to reimburse money that she paid after falling victim to an investment scam that began in April 2022. I was sorry to hear of Ms D’s experience and that she has needed to contact us under these circums... (4 pages)View decision -
Decision Reference DRN-5973824
28 Nov 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5973824 The complaint Ms S and Mr T have complained about that Lloyds Bank General Insurance Limited, trading as Halifax, didn’t deal fairly with the claim they made following a fire at their home. What happened There was a house fire at Ms S’s and Mr T’s home at the end of 2023. Th... (3 pages)View decision -
Decision Reference DRN-5954926
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5954926 The complaint Ms C complains that Barclays Bank UK PLC trading as Tesco Bank refused to accept a promissory note as payment for her debt, failed to return the promissory note to her, terminated her credit agreement and recorded a default on her credit file. What happened Ms ... (3 pages)View decision -
Decision Reference DRN-5957519
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5957519 The complaint Mr C complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this ... (4 pages)View decision -
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
