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 369227 results
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Decision Reference DRN-5524907
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5524907 The complaint K complains that Barclays Bank PLC (Barclays) is refusing to refund it the amount it says was lost as the result of a scam. K is being represented by a third party. To keep things simple, I will refer to K throughout my decision. What happened The background of... (3 pages)View decision -
Decision Reference DRN-5610331
20 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5610331 The complaint Mrs U complains about Metro Bank PLC. She says that she has fallen victim to a scam and would like Metro to refund her the money she has lost as a result. What happened Mrs U unfortunately fell victim to a job scam - she was contacted by an individual claimin... (4 pages)View decision -
Decision Reference DRN-5486869
20 Jun 2025 Wakam UpheldInsuranceDRN-5486869 The complaint Mrs M and Mrs M complain Wakam has unfairly declined a claim they’ve made on their buildings insurance policy following the failure of the septic tank at their property. What happened Wakam is the underwriter of this policy, i.e. it’s the insurer. Part of this ... (3 pages)View decision -
Decision Reference DRN-5086337
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5086337 The complaint Miss H complains that Barclays Bank UK PLC did not reimburse the funds she lost to a scam. What happened Miss H found a job advert on social media for a fully remote, flexible role. She got in contact with the company and agreed to start work with them reviewin... (2 pages)View decision -
Decision Reference DRN-5619063
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5619063 The complaint P had a business current account with Barclays that was blocked then closed and a CIFAS marker reported. P says the CIFAS was incorrect but was later removed. Mrs P is unhappy the account was blocked and closed and the impact the CIFAS has had on her, and the b... (5 pages)View decision -
Decision Reference DRN-5635620
20 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5635620 The complaint Mr and Mrs S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (16 pages)View decision -
Decision Reference DRN-5358378
20 Jun 2025 ReAssure Limited Not upheldInsuranceDRN-5358378 The complaint The trustees of the K Trust, Mr K, Mrs H and Mrs S, represented by Mrs H, complain about ReAssure Limited. They’re unhappy with the outcome of a policy review on a reviewable whole of life (RWOL) policy they hold. What happened Mr K and his wife, the late Mrs K... (4 pages)View decision -
Decision Reference DRN-5033522
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5033522 THE COMPLAINT Miss S holds/held an account with Santander UK Plc (“Santander”). Miss S’s complaint is about Santander’s refusal to reimburse her money she says she lost due to a scam. Miss S is represented by Mendelsons Solicitors (“Mendelsons”) in this matter. However, wh... (5 pages)View decision -
Decision Reference DRN-5358372
20 Jun 2025 ReAssure Limited Not upheldInsuranceDRN-5358372 The complaint The trustees of the K Trust, Mr K and Mrs H, represented by Mrs H, complain about ReAssure Limited. They’re unhappy with the outcome of a policy review on a reviewable whole of life (RWOL) policy they hold. What happened Mr K and his wife, the late Mrs K, took ... (4 pages)View decision -
Decision Reference DRN-5618883
20 Jun 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5618883 The complaint Mr T has complained about Marshmallow Insurance Limited’s decision to cancel a car insurance policy he bought with it and apply a fraud exclusion term. What happened Mr T bought a car insurance policy with the insurer Marshmallow in 2023. He provided additional... (2 pages)View decision
