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 381082 results
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Decision Reference DRN-5566670
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5566670 The complaint Miss H complains Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) irresponsibly lent to her. What happened In October 2020 Miss H applied for a card with Tesco. The application was approved and she was given a limit of £500. In February 2021 the limit was ... (3 pages)View decision -
Decision Reference DRN-5726805
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5726805 The complaint Mr W complains that Barclays Bank UK PLC won’t refund money he lost to a scam. Mr W is represented by a firm, but for ease, I have only referred to Mr W here. What happened Mr W said the following faster payments were made as a result of a scam. Date Type of Tr... (3 pages)View decision -
Decision Reference DRN-5178651
3 Sep 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5178651 The complaint Ms W, via her deputy, complains that Zempler Bank Limited didn’t administer her account correctly after it received a Court of Protection order. What happened In August 2022, Zempler received a Court of Protection order for Ms W. This was added to her file. In ... (3 pages)View decision -
Decision Reference DRN-5760841
3 Sep 2025 Skipton Building Society UpheldBanking and PaymentsDRN-5760841 The complaint Mr R complains about the service he received from Skipton Building Society. What happened Mr R held a Fixed Rate Individual Savings Account (lSA) with Skipton which was due to mature in April 2025. Mr R initially asked to reinvest the funds in a new ISA with th... (2 pages)View decision -
Decision Reference DRN-5783011
3 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5783011 The complaint Mrs B and Mr B complain about AXA Insurance UK Plc’s handling of a claim made under their buildings insurance policy after their home was flooded. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary... (16 pages)View decision -
Decision Reference DRN-5583413
3 Sep 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5583413 The complaint Miss W complains about the way Fairmead Insurance Limited (‘Fairmead’) handled a subsidence claim she made on her home insurance policy. What happened The following is intended as a summary of key events only. Miss W made a subsidence claim on her home insura... (5 pages)View decision -
Decision Reference DRN-5786399
3 Sep 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5786399 The complaint Mrs L’s complained – on her own behalf and on behalf of the estate of her late husband Mr L – that Aviva Life & Pensions UK Limited unfairly refused to consider a claim under the terminal illness benefit provided by the policy. What happened In 2004, Mr and... (2 pages)View decision -
Decision Reference DRN-5592276
3 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5592276 The complaint A company that I will refer to as L, complains that Lloyds Bank PLC blocked and closed its account. L is also unhappy with the service it received from Lloyds. Mr A, a director, brings the complaint on behalf of L. What happened L had a business account with ... (4 pages)View decision -
Decision Reference DRN-5742695
3 Sep 2025 Calpe Insurance Company Limited Not upheldInsuranceDRN-5742695 The complaint Mr A complains that Calpe Insurance Company Limited refused to pay a claim on his motor insurance policy. Also, four years after the incident, it told him he would have to repay its outlay for settling the third party’s claim. Reference to Calpe includes the ag... (4 pages)View decision -
Decision Reference DRN-5763965
3 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5763965 The complaint Mr W complains that Barclays Bank UK PLC allowed a transfer of his ISA even though he had expressly said it should not do so. He says too that the bank did not do enough to recover his money. What happened Mr W had a cash ISA with Barclays. It was due to mature... (2 pages)View decision
