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 391431 results
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Decision Reference DRN-5917432
5 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5917432 The complaint Mr A and Miss I are unhappy with Barclays Bank Plc. For ease I will refer to Mr A throughout this decision as he has dealt with the complaint throughout. A CHAPS payment arranged by Mr A with Barclays Bank didn’t go through on the same day as it was expected ... (5 pages)View decision -
Decision Reference DRN-5925104
5 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5925104 The complaint Ms S complains that Barclays Bank UK PLC didn’t do enough to protect her when she fell victim to a scam. Ms S is represented in this matter, but for ease of reading I will refer to Ms S throughout this decision. What happened The background to this complaint is... (4 pages)View decision -
Decision Reference DRN-5736248
5 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5736248 The complaint Miss Q complains that Barclays Bank UK PLC reported negative information to the credit reference agencies (CRA’s) about how she had managed her overdraft account. What happened Miss Q had an overdraft account; she was aware that it remained in a negative balan... (2 pages)View decision -
Decision Reference DRN-5866909
5 Jan 2026 ClearBank Limited Not upheldBanking and PaymentsDRN-5866909 The complaint D, a company, complains that ClearBank Limited asked unnecessarily intrusive questions about its business activities and finances, and that it passed confidential financial information to one of its clients. ClearBank Limited operates in this case under its Tid... (2 pages)View decision -
Decision Reference DRN-6054124
5 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6054124 The complaint Mr B is unhappy with several aspects of the service he'd received from Bank of Scotland Plc, trading as Halifax, surrounding restrictions that were placed on his account. What happened In December 2024, Mr B raised a complaint with Halifax because he was u... (3 pages)View decision -
Decision Reference DRN-5912818
5 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5912818 The complaint Mrs P complains that Liverpool Victoria Insurance Company Limited (LV) declined her claim on her motor insurance policy. She wants it to pay for her car to be repaired. What happened Mrs P said she hit a kerb and her car was damaged so that it wouldn’t start. ... (2 pages)View decision -
Decision Reference DRN-5772824
5 Jan 2026 One Call Insurance Services Limited Not upheldInsuranceDRN-5772824 The complaint Ms L and Mr R are unhappy that their home insurance policy with One Call Insurance Services Limited (One Call) didn’t automatically renew. They’re also unhappy with how the renewal was handled. What happened In 2018, Ms L and Mr R took out a home insurance poli... (3 pages)View decision -
Decision Reference DRN-5625133
5 Jan 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5625133 The complaint Mr O complains that Metro Bank PLC won’t refund disputed transactions made from his account. What happened Mr O has an account with Metro. In September 2024 he reported unauthorised transactions totalling just over £2,200 carried out from his account. Metro exp... (2 pages)View decision -
Decision Reference DRN-5910838
5 Jan 2026 Saga Services Limited Not upheldInsuranceDRN-5910838 The complaint Mrs T and the estate of Mr T complain Saga Services Limited (Saga) mis-sold them a travel insurance policy. Mrs T and the estate of Mr T are being represented in this complaint by a family member, Ms J. What happened The circumstances of this complaint will be ... (3 pages)View decision -
Decision Reference DRN-5810099
5 Jan 2026 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5810099 The complaint This complaint’s about a buy-to-let (BTL) mortgage that Mr B used to hold with Bank of Ireland (UK) Plc (BOI). Mr B complains that the mortgaged property was over-valued when he took the mortgage out in 2004. What happened The broad circumstances of this compl... (2 pages)View decision