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 371633 results
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Decision Reference DRN-5480808
4 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5480808 The complaint Mr C complains that Nationwide Building Society failed to warn him about planned maintenance on its app which meant that he couldn't carry out a transfer of monies. Also that it offered payment for the inconvenience and then withdrew that offer. What happe... (2 pages)View decision -
Decision Reference DRN-5479410
4 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5479410 The complaint Miss G has complained about repairs carried out when she made a claim under her car insurance policy with Admiral Insurance (Gibraltar) Limited. What happened In November 2023 Miss G reported damage to her vehicle following an incident. Admiral arranged for an... (4 pages)View decision -
Decision Reference DRN-5601456
4 Jun 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5601456 The complaint Mr P complains that Cabot Credit Management Group Limited, trading as Cabot Financial (Europe) Limited, reported a default to the credit reference agencies (CRA’s). What happened Mr P says Cabot purchased a debt from a bank in or around 2019 – it purchased this... (10 pages)View decision -
Decision Reference DRN-5519611
4 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5519611 The complaint Mr M complains that when he made a transfer from his ISA with Barclays Bank UK PLC trading as Tesco Bank, the receiving bank treated it as a new deposit, and as he was deemed to have used up his ISA allowance, part of the funds were transferred to an ordinary s... (2 pages)View decision -
Decision Reference DRN-5527207
4 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5527207 The complaint Mr F complains that American Express Services Europe Limited (‘AESEL’) registered an adverse CIFAS marker against him. What happened In September 2023, AESEL requested some documentation from Mr F as part of a review. In a letter that was sent to Mr F, AESEL o... (2 pages)View decision -
Decision Reference DRN-5580544
4 Jun 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5580544 The complaint Mrs L complains about Lloyds Bank General Insurance Limited’s (‘Lloyds’) handling of claims made on her home insurance policy for damage caused by escapes of water. What happened In December 2021, Mrs L contacted Lloyds to make a claim on her home insurance po... (4 pages)View decision -
Decision Reference DRN-5601404
4 Jun 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5601404 The complaint Mrs O complains the car she acquired financed through a hire purchase agreement with Tandem Motor Finance Limited trading as Tandem (“Tandem”) wasn’t of satisfactory quality. She also complains she was mis-sold the car. What happened Mrs O acquired a used car f... (4 pages)View decision -
Decision Reference DRN-5595447
3 Jun 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5595447 The complaint Mr H complains in his capacity as Director of a limited company, which I’ll refer to as “T”, about the way Watford Insurance Company Europe Limited (“Watford Insurance”) has dealt with a claim made under T’s fleet policy. Any reference to Watford Insurance in t... (5 pages)View decision -
Decision Reference DRN-5464371
3 Jun 2025 Union Bancaire Privée (UK) Limited Not upheldPensions and AnnuitiesDRN-5464371 The complaint Mr F submitted a joint complaint, alongside his wife, about SG Kleinwort Hambros Bank, now Union Bancaire Privée (UK) Limited (‘UBP’). The joint complaint has been separated. This decision is only about Mr F’s case, but it shares broadly the same background an... (5 pages)View decision -
Decision Reference DRN-5546314
3 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5546314 The complaint Mr and Mrs P complain that Santander UK Plc – as the recipient bank, didn’t do enough to prevent them losing money to an alleged scam. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. In April 2017... (3 pages)View decision
