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 380824 results
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Decision Reference DRN-5229456
1 Sep 2025 Whitechurch Securities Limited UpheldPensions and AnnuitiesDRN-5229456 The complaint Mr P complains that Whitechurch Securities Limited (Whitechurch) have charged him ongoing advice fees for his personal pension, but he hasn’t received any advice. What happened Mr P and his partner were originally clients of the advisory firm Bowen Coade Busst... (4 pages)View decision -
Decision Reference DRN-5664959
1 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5664959 The complaint Mr E complains that U K Insurance Limited (“UKI”) mishandled his motor insurance policy. What happened The subject matter of the insurance is a car, first registered in 2016. Mr E acquired the car and from about 20 September 2016, he insured it on a comprehens... (5 pages)View decision -
Decision Reference DRN-5618137
1 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5618137 The complaint Mr M complains that Moneybarn No. 1 Limited lent to him irresponsibly. What happened On 18 January 2024, Mr M entered into a Conditional Sale Agreement with Moneybarn in order to acquire a used car. It was agreed on the following terms: Cash price Deposit paid... (3 pages)View decision -
Decision Reference DRN-5710073
1 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5710073 The complaint Mrs E – Mr A’s mother has brought the complaint to us on Mr A’s behalf (a minor) – acting as his representative. As she’s solely dealt with correspondence relating to this complaint, I’ll refer to her throughout the decision. But it’s Mr A’s complaint under our... (2 pages)View decision -
Decision Reference DRN-4955301
1 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4955301 The complaint Mr C complains that HSBC UK Bank Plc didn’t do enough to prevent him losing money to what he says was a scam. Mr C has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr C himself where I also mean the represen... (3 pages)View decision -
Decision Reference DRN-5775887
1 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5775887 The complaint Ms R complains that Vanquis Bank Limited irresponsibly lent to her. What happened Ms R was approved for a Vanquis credit card in April 2018 with a £500 credit limit. The credit limit was increased to £1,000 in October 2018. Ms R says that this was irresponsibly... (3 pages)View decision -
Decision Reference DRN-5786034
1 Sep 2025 One Insurance Limited UpheldInsuranceDRN-5786034 The complaint Mr W is unhappy with the management of his accidental damage claim by his insurer, One Insurance Limited (“One Insurance”) which led to delays and inconvenience. Mr W was represented for the complaint, but for ease and simplicity, I’ll only refer to Mr W. What ... (3 pages)View decision -
Decision Reference DRN-5760401
1 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5760401 The complaint Mr D complains that NewDay Ltd trading as Marbles failed to properly pursue his chargeback and rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In February 2023 Mr D purchased a mobile phone with a stylus for £275. He has tol... (3 pages)View decision -
Decision Reference DRN-5547304
1 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5547304 The complaint Mr B complains that Barclays Bank UK PLC trading as Tesco Bank lent irresponsibly when it approved his credit card application. What happened Mr B applied for a Tesco Bank credit card in July 2019. In his application Mr B said he was earning £18,700 a year tha... (3 pages)View decision -
Decision Reference DRN-5699628
1 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5699628 The complaint Mrs A complains that U K Insurance Limited (“UKI”) mishandled a claim on her motor insurance policy. What happened The subject matter of the insurance was a multi-purpose vehicle made by a premium-brand car-maker and first registered in 2011. Mrs A acquired t... (4 pages)View decision
