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 383377 results
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Decision Reference DRN-5540491
3 Jul 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5540491 The complaint Mrs H, through a representative, says Barclays Bank UK PLC trading as Tesco Bank, irresponsibly lent to her. What happened Mrs H took out a loan for £7,500 over 48 months from Tesco Bank on 4 February 2019. The monthly repayments were £165.87. Mrs H says Tesco... (2 pages)View decision -
Decision Reference DRN-5667536
3 Jul 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5667536 The complaint Ms T complains about the way ARAG Legal Expenses Insurance Company Limited has handled a claim under her legal expenses insurance policy. Where I refer to ARAG, this includes the actions of its agents and claims handlers for which it takes responsibility. Wha... (3 pages)View decision -
Decision Reference DRN-5623390
3 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5623390 The complaint Mr M complains that HSBC UK Bank Plc (HSBC) unfairly loaded a marker about him at Cifas, the national fraud database. He’s also unhappy that HSBC closed his account. What happened Mr M had an account with HSBC. In June 2023, a payment of £1,100, was paid into ... (4 pages)View decision -
Decision Reference DRN-5434343
3 Jul 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5434343 The complaint Mr and Mrs W are unhappy with the way Inter Partner Assistance SA (IPA) handled a claim made on their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on... (2 pages)View decision -
Decision Reference DRN-5634573
3 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5634573 The complaint Mr and Mrs W complain that Accredited Insurance (Europe) Ltd (AI) has turned down a storm damage claim they made on their home insurance policy. What happened In December 2024, following strong winds, Mr and Mrs W noticed their roof had been damaged. They conta... (3 pages)View decision -
Decision Reference DRN-5602036
3 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5602036 The complaint Mr A complains that Nationwide Building Society won’t refund to him the money that he paid for a music keyboard. What happened Mr A used his Nationwide debit card in December 2024 to pay £2,850 for a music keyboard but he says that a different keyboard to the o... (3 pages)View decision -
Decision Reference DRN-5652560
3 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5652560 The complaint Mr M has complained about TSB’s actions in relation to an overdraft facility he held with it. Mr M says this matter has caused him significant distress and it has impacted his mental health. What happened Mr M has held a Student Account with TSB since Septemb... (5 pages)View decision -
Decision Reference DRN-5136973
3 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5136973 The complaint Mrs M complains about the quality of a car she acquired under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn). When I refer to what Mrs M has said and what Moneybarn have said, it should also be taken to include things said on their behal... (5 pages)View decision -
Decision Reference DRN-5321998
3 Jul 2025 Shackleton Advisers Limited Not upheldPensions and AnnuitiesDRN-5321998 The complaint Mr C complains that some advice he received from Shackleton Advisers Limited (“Shackleton”) about making additional contributions to his pension savings was unsuitable. What happened Mr C is a client of Shackleton and uses the firm to provide him with financial... (3 pages)View decision -
Decision Reference DRN-5523629
3 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5523629 The complaint Mr W complains about an additional premium he was charged by U K Insurance Limited (‘UKI’) after he changed the vehicle on his policy. What happened Mr W held car insurance provided by UKI. His policy renewed on 5 December 2023 with an annual premium of £301.0... (3 pages)View decision
