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-5556791
26 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5556791 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard defaulted his account, causing him significant detriment. What happened Mr S held a credit card account with Barclaycard. By 2021, the account had fallen into arrears. Barclaycard wrote to Mr S in... (3 pages)View decision -
Decision Reference DRN-5574893
26 Jun 2025 esure Insurance Limited Not upheldInsuranceDRN-5574893 The complaint Mr F complains about esure Insurance Limited’s (esure) handling of a claim made under his motor insurance policy. Any references to esure include its agents. Mr F has been represented by Mrs F. What happened In July 2024 Mr F’s parked car was hit by a third-par... (2 pages)View decision -
Decision Reference DRN-5650082
26 Jun 2025 Santander UK Plc Not upheldConsumer CreditDRN-5650082 The complaint Mr and Mrs O complain Santander UK Plc have issued letters with contradictory information in them about their personal loan. Mr O is also unhappy with the service he received from Santander when contacting them on the phone about the letters. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5412343
26 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5412343 The complaint Mrs D complains that TSB Bank plc won’t refund money she paid for building work, to a person I will call “J”, that wasn’t completed. She says she was scammed and wants TSB to refund her loss. What happened The background to this complaint is well known to both... (3 pages)View decision -
Decision Reference DRN-5570933
26 Jun 2025 Black Horse Limited Not upheldConsumer CreditDRN-5570933 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with Black Horse Limited (Black Horse) was of unsatisfactory quality. When I refer to what Mr H or Black Horse have said or done, it should also be taken to include things said or done ... (4 pages)View decision -
Decision Reference DRN-5650488
26 Jun 2025 Truly Independent Limited UpheldPensions and AnnuitiesDRN-5650488 The complaint Mr H complains that his independent financial adviser, Truly Independent Limited (Truly), provided him with poor service. And that it caused unnecessary delays to his access to his pension funds, leading to a lot of stress for him and the need for him to borrow... (10 pages)View decision -
Decision Reference DRN-5497174
26 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5497174 The complaint Mrs S complains about the service she received from Barclays Bank UK PLC. What happened Mrs S is a longstanding customer of Barclays. In early October 2024, she used Barclays’ in- app chat function to try and book an appointment for her and her husband to discu... (3 pages)View decision -
Decision Reference DRN-5650398
26 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5650398 The complaint Mr and Mrs R complain that Bank of Scotland plc, trading as Halifax, won’t refund the money they lost when they fell victim to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a br... (8 pages)View decision -
Decision Reference DRN-5569784
26 Jun 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5569784 The complaint Ms A complains Prepay Technologies Ltd (“PTL”), trading as Monese, won’t refund transactions she says were made by her ex-husband without her consent – and through being the victim of abuse. Ms A is also unhappy that PTL closed her account. What happened The de... (5 pages)View decision -
Decision Reference DRN-5377729
26 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5377729 The complaint A limited company, which I will refer to as C, complains that Lloyds Bank Plc treated it unfairly in respect of a fixed rate loan. What happened There is no dispute here about what happened; the dispute is about whether Lloyds acted fairly. Everyone agrees: ... (3 pages)View decision
