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 383541 results
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Decision Reference DRN-5660183
3 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5660183 The complaint Miss A complains that Barclays Bank UK plc trading as Tesco Bank (‘Tesco’) caused significant distress to her and her family when processing her request to write off her credit card debt on medical grounds. Miss A seeks compensation. What happened Miss A compla... (2 pages)View decision -
Decision Reference DRN-5334730
3 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5334730 The complaint Miss C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the money she lost as the result of a scam. What happened The background to the scam is well known to the parties, so I’ll simply summarise it here. Briefly, Miss C ... (3 pages)View decision -
Decision Reference DRN-5105870
3 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5105870 The complaint Mr A is unhappy that Starling Bank Limited will not refund £950 he lost as the result of a scam. What happened The background to this complaint is well known to both parties so I will not set it out in detail here. In summary, Mr A fell victim to a safe account... (3 pages)View decision -
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
