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 385419 results
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Decision Reference DRN-5616558
2 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5616558 The complaint Ms D complains about the way that Barclays Bank UK PLC trading as Barclaycard has treated her since she fell into financial difficulties. What happened Ms D holds a credit card account with Barclaycard. She says that following the loss of her job, Barclaycard f... (3 pages)View decision -
Decision Reference DRN-5531625
2 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5531625 The complaint Mr C is unhappy that American Express Services Europe Limited (“AmEx”) won’t reimburse him £100 in line with a promotional offer they had advertised. What happened AmEx launched a promotional offer whereby account holders who had registered for the offer could ... (2 pages)View decision -
Decision Reference DRN-5660377
2 Jul 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5660377 The complaint Mr M is unhappy that Financial & Legal Insurance Company Ltd (“FLICL”) didn’t refund his premium after cancelling his policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. I... (4 pages)View decision -
Decision Reference DRN-5343565
2 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5343565 The complaint Mr H complains Barclays Bank UK PLC (Barclays) should have progressed his chargeback claim for charges relating to an extra day of car hire that he says wasn’t provided. What happened Mr H and his partner booked a packaged holiday to Spain from 30 June 2024 to... (5 pages)View decision -
Decision Reference DRN-5359510
2 Jul 2025 Zurich Insurance PLC UpheldInsuranceDRN-5359510 The complaint Mr and Mrs T complain about the way Zurich Insurance PLC handled a claim they made on their household insurance policy. Any reference to Zurich also includes its appointed agents, such as contractors. What happened Mr and Mrs T made a claim on their policy in S... (3 pages)View decision -
Decision Reference DRN-5625194
2 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5625194 The complaint Mr K complains that a van that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services, wasn’t of satisfactory quality. What happened A used van was supplied to Mr K under a hire purcha... (3 pages)View decision -
Decision Reference DRN-5069333
2 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5069333 The complaint Mr B complains Bank of Scotland plc trading as Halifax (Halifax) didn’t send him a maturity letter for his Fixed Saver account which resulted in the account being changed to a different type of savings account. Mr B is also unhappy that his bank card was defac... (4 pages)View decision -
Decision Reference DRN-5389193
2 Jul 2025 ONMO Limited UpheldBanking and PaymentsDRN-5389193 The complaint Mr H is unhappy with how ONMO Limited have maintained their mobile banking app which he feels has affected his ability to make payments to his account. Mr H is also unhappy with the service he has received from ONMO surrounding this matter. What happened Mr H h... (3 pages)View decision -
Decision Reference DRN-5624736
2 Jul 2025 Arthur J. Gallagher Insurance Brokers Limited Not upheldInsuranceDRN-5624736 The complaint A micro-enterprise, which I will refer to as R, complains that it was mis-sold a commercial insurance policy by Arthur J. Gallagher Insurance Brokers Limited. R says it was sold a policy that was unsuitable, as it was unable to successfully claim for business i... (3 pages)View decision -
Decision Reference DRN-5143877
2 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5143877 The complaint Mr F complains that he was misled when he took out finance with BMW Financial Services (GB) Limited trading as BMW Financial Services (‘BF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them... (4 pages)View decision
