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 380712 results
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Decision Reference DRN-5692774
13 Aug 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5692774 The complaint Mr D complains that he received no communication from Barclays Bank UK PLC before it took court proceedings to repossess his property. What happened Mr D had an offset mortgage with Barclays with a mortgage reserve account. The term ended in 2023, but a balance... (3 pages)View decision -
Decision Reference DRN-5753252
13 Aug 2025 Pepper (UK) Limited Not upheldMortgagesDRN-5753252 The complaint Miss M and Mr W complain about how Pepper (UK) Limited (trading as Engage Credit) has handled a mortgage they hold with it. They are unhappy about a substantial fee balance that has accrued on their account, and additional interest charged – which they say they... (5 pages)View decision -
Decision Reference DRN-5592156
13 Aug 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5592156 The complaint Mr R’s complaint is about a claim he made on his Alwyn Insurance Company Limited (‘Alwyn’) pet insurance policy. Mr R says Alwyn treated him unfairly. All references in this decision to Alwyn include their claims handlers What happened Mr R took out a pet insu... (3 pages)View decision -
Decision Reference DRN-5749049
13 Aug 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5749049 The complaint Miss S complains that Kroo Bank Ltd won’t refund the money she lost as the result of a scam. What happened In November 2024, Miss S received a message purporting to be from a well-known parcel delivery company. It said it had tried, unsuccessfully, to deliver a... (6 pages)View decision -
Decision Reference DRN-5334719
13 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5334719 The complaint Ms R complains that Revolut Ltd didn’t do enough to protect her from a scam. Ms R is being represented by a legal representative, but for ease of reading, I’ll refer to Ms R in my decision. What happened The detailed background to this complaint is well known... (2 pages)View decision -
Decision Reference DRN-5604500
13 Aug 2025 Assicurazioni Generali S.p.A Not upheldInsuranceDRN-5604500 The complaint Mr P’s complained that Assicurazioni Generali S.p.A, trading as Generali, unfairly declined his critical illness claim after he was diagnosed with multiple sclerosis. What happened In March 2022, Mr P joined his employer’s critical illness scheme, which was ope... (3 pages)View decision -
Decision Reference DRN-5104545
13 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5104545 The complaint Miss K 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, Miss K has explained th... (3 pages)View decision -
Decision Reference DRN-5753042
13 Aug 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5753042 The complaint Mr C, and his representative, complain that Watford Insurance Company Europe Limited (Watford) provided a poor level of service when he was involved in an motor accident. They said it unfairly declined to settle a claim on Mr C’s motor insurance policy and held... (3 pages)View decision -
Decision Reference DRN-5752612
13 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5752612 The complaint Miss R complains that NewDay Ltd trading as Marbles irresponsibly lent to her. What happened Miss R was approved for a Marbles credit card in September 2020 with a £900 credit limit. The credit limit was increased to £1,900 in June 2021. A final credit limit in... (5 pages)View decision -
Decision Reference DRN-5362155
13 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5362155 The complaint Miss S complains that National Westminster Bank closed an account she held with them without providing a reason and that she received poor customer service. What happened Miss S held a Young Saver account with NatWest that was originally set up for her son in 2... (3 pages)View decision
