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 367928 results
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Decision Reference DRN-5396644
20 May 2025 Close Brothers Limited UpheldConsumer CreditDRN-5396644 The complaint Mrs M complains about the incorrect information Close Brothers Limited trading as Close Brothers Motor Finance (“CBL”) reported to the Credit Reference Agencies (“CRAs”) in respect of her credit agreement with it. She says its mistakes have affected her ability... (3 pages)View decision -
Decision Reference DRN-5426719
20 May 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5426719 The complaint Mr D and Mrs D have complained about how Lloyds Bank General Insurance Limited (Lloyds) settled a claim under their home insurance policy. What happened Mr D and Mrs D contacted Lloyds to make a claim for damage to a computer screen. At Lloyds request, Mr D an... (3 pages)View decision -
Decision Reference DRN-5466760
20 May 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5466760 The complaint Mr and Mrs M are unhappy that Bank of Scotland plc trading as Birmingham Midshires won’t agree to extend the term of their mortgage. What happened In 2007 Mr and Mrs M took a residential mortgage with Birmingham Midshires. They borrowed £425,499 to be repaid on... (5 pages)View decision -
Decision Reference DRN-5546786
20 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5546786 The complaint Mr P complains that Barclays Bank UK PLC trading as Barclaycard applied late payment markers on his credit file and failed to update his account with his health issues. What happened Mr P holds a credit card account with Barclaycard. Mr P experienced financial ... (2 pages)View decision -
Decision Reference DRN-5571781
20 May 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5571781 The complaint Mrs M complains St. James's Place Wealth Management Plc (‘SJP’) didn’t provide her with the ongoing advice service she paid for. She also complains that these missed reviews have affected the performance of her investment. What happened Mrs M engaged with ... (7 pages)View decision -
Decision Reference DRN-5556678
20 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5556678 The complaint Mr B complains about the service from Barclays Bank UK PLC during its IT outage. He also complains about having limited access to his funds and the impact this had. What happened During the weekend of 31 January 2025, Barclays suffered an IT outage which affect... (3 pages)View decision -
Decision Reference DRN-5564326
20 May 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5564326 The complaint Miss S complains that Allianz Insurance Plc rejected a claim on her horse insurance policy. What happened Miss S took out a policy for her horse, which started on 13 March 2024 and is underwritten by Allianz. She made a claim on her policy for treatment costs r... (3 pages)View decision -
Decision Reference DRN-4983989
20 May 2025 Countrywide Assured Plc Not upheldInvestmentsDRN-4983989 The complaint Mr S complains that Countrywide Assured Plc (“Countrywide”) gave him unsuitable advice to invest in a savings programme policy. Mr S is being represented by a claims management company in the complaint, but for ease of reference, I shall refer to Mr S only thr... (4 pages)View decision -
Decision Reference DRN-5569747
20 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5569747 The complaint Mr I is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr I in this decision. What happened The circumstance... (11 pages)View decision -
Decision Reference DRN-5572640
20 May 2025 The Co-operative Bank Plc Not upheldInsuranceDRN-5572640 The complaint Ms B complains that The Co-operative Bank Plc Limited (Co-Op) caused her to make a misrepresentation when taking out a home insurance policy in branch. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summ... (3 pages)View decision
