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-5098807
1 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5098807 The complaint Mrs B complains that Barclays Bank UK PLC (“Barclays”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs B has explained that... (2 pages)View decision -
Decision Reference DRN-5791013
1 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5791013 The complaint Miss T complains about the way in which British Gas Insurance Limited (BGIL) handled and settled a claim she made under her HomeCare cover. What happened The background to this complaint and my initial conclusions were set out in my provisional decision dated ... (7 pages)View decision -
Decision Reference DRN-4872140
1 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4872140 The complaint Mr S is unhappy that Nationwide Building Society won’t refund payments he made as part of a scam. Mr S brings his complaint through professional representatives, but for simplicity I’ve referred to his actions throughout. What happened Mr S says in early 2023 h... (3 pages)View decision -
Decision Reference DRN-5431250
1 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5431250 The complaint Mr A complains that Wise Payments Limited (Wise) unfairly closed his account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key... (3 pages)View decision -
Decision Reference DRN-5655581
1 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5655581 The complaint Mr G is unhappy with Wise Payments Ltd trading as Wise. Mr G thought he was using his Wise account to transfer money to an account belonging to his daughter abroad. It turned out to be an incorrect account and Mr G wants Wise to refund him the lost money - $3,8... (3 pages)View decision -
Decision Reference DRN-5294975
1 Sep 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5294975 The complaint Mr V complains about a fixed sum loan agreement with Telefonica UK Limited trading as O2. What happened In January 2023, Mr V took out a fixed sum loan agreement with Telefonica to buy a mobile telephone handset. The handset cost around £860 and under the agree... (3 pages)View decision -
Decision Reference DRN-5643020
1 Sep 2025 One Insurance Limited Not upheldInsuranceDRN-5643020 The complaint Ms S complains about One Insurance Limited (One) not refunding an additional premium she paid for her motor insurance policy at renewal for an accident she hadn’t reported. Ms S withdrew her claim, arranging to repair her vehicle, but One still charged the addi... (4 pages)View decision -
Decision Reference DRN-5703940
1 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5703940 The complaint Mrs B complains Revolut Ltd won’t refund the money she says she lost to a scam. What happened I issued my provisional decision on this complaint on 2 July 2025. I wanted to give both sides a chance to provide any further evidence and arguments before I issued ... (5 pages)View decision -
Decision Reference DRN-5746542
1 Sep 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5746542 The complaint Mr and Mrs G have complained that Red Sands Insurance Company (Europe) Limited has declined a claim they made on a travel insurance policy. As it is Mrs G leading on the complaint, for ease, I will mostly just be referring to her in this decision. What happen... (2 pages)View decision -
Decision Reference DRN-4124220
1 Sep 2025 Phoenix Life CA Limited UpheldInsuranceDRN-4124220 The complaint Mrs C is unhappy, in summary, as she doesn’t think Phoenix Life CA Limited (‘Phoenix Life’) has correctly administered her reviewable whole of life policy that’s held with it. And that the reviewable nature of the policy wasn’t explained to her at the time of s... (8 pages)View decision
