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 381196 results
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Decision Reference DRN-5657717
10 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5657717 The complaint Mrs H is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, reversed a balance transfer when she’d instructed them not to. What happened Mrs H had a Tesco credit account which, in November 2024, had an outstanding balance of £2,786, all of which was the ... (3 pages)View decision -
Decision Reference DRN-5465648
10 Jul 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5465648 The complaint Ms G complains that Liverpool Victoria Insurance Company Limited (LV) have refused to accept the failure of her boundary wall and fence was due to the poor workmanship of its contractors, following a previous claim. Reference to Ms G and LV includes their resp... (3 pages)View decision -
Decision Reference DRN-5553044
10 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5553044 The complaint Mrs J complains that Barclays Bank UK PLC won’t reimburse her the money she transferred to a gardener who has failed to complete the agreed work. What happened The background to this complaint is well known to both parties and the investigator’s view covered th... (3 pages)View decision -
Decision Reference DRN-5626100
10 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5626100 The complaint Mr A complains Santander UK Plc unfairly closed his account and withheld funds. Mr A says he received poor service and was discriminated against. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the k... (6 pages)View decision -
Decision Reference DRN-5595555
10 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5595555 The complaint Mr K complains that Madison CF UK Limited trading as 118 118 Money (“118 118”) applied a default in relation to his personal loan and sold the account to a third party. What happened Mr K successfully applied for a personal loan with 118 118 in December 2022. T... (3 pages)View decision -
Decision Reference DRN-5683192
10 Jul 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5683192 The complaint Mr E has complained that AXA PPP Healthcare Limited didn’t fully cover a claim he made on a private medical insurance policy. What happened On 16 October 2024 Mr E spoke to an AXA GP and received a referral for talking therapy. Mr E spoke to AXA’s mental healt... (3 pages)View decision -
Decision Reference DRN-5647365
10 Jul 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5647365 The complaint Mr C complains that Great Lakes Insurance UK Limited unfairly declined a claim under his pet insurance policy. Where I refer to Great Lakes, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detai... (4 pages)View decision -
Decision Reference DRN-5682776
10 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5682776 The complaint Mr B complained about the way Nationwide Building Society dealt with a dispute he raised for two mobile phones he bought using his debit card on his Nationwide current account. What happened Mr B bought two mobile phones from a store I’ll call C, for a total o... (6 pages)View decision -
Decision Reference DRN-5631810
10 Jul 2025 One Call Insurance Services Limited UpheldInsuranceDRN-5631810 The complaint Mrs D is complaining that One Call Insurance Services Limited (‘One Call’) referred her to a credit hire provider after she had looked to claim for damage to her car against her car insurance policy. What happened In July 2024 Mrs D contacted the number in her ... (3 pages)View decision -
Decision Reference DRN-5580884
10 Jul 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5580884 The complaint Mrs Y complains Automobile Association Insurance Services Limited (“AAISL”) unfairly increased the price of her property insurance policy after she was directed to its website from a price comparison site. She also complains it didn’t send her policy documentat... (3 pages)View decision
