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
-
Decision Reference DRN-5878153
22 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5878153 The complaint Mr B complains that Bank of Scotland plc trading as Halifax (‘Halifax’) said he’d exceeded his credit card limit whilst showing he had an available credit limit. Mr B doesn’t want this to happen again, and wants further compensation for his distress and inconve... (2 pages)View decision -
Decision Reference DRN-5764867
22 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5764867 The complaint Mr F has complained about his plumbing and drainage insurer, Aviva Insurance Limited because when attending a leak at his home it asked him to sign a disclaimer, and when he wouldn’t the engineer left without resolving the leak. What happened Mr F held cover f... (3 pages)View decision -
Decision Reference DRN-5747154
22 Oct 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5747154 The complaint Mr R’s complaint is about a claim he made on his Pinnacle Insurance Limited (‘Pinnacle’) pet insurance policy, which Pinnacle declined. Mr R says Pinnacle treated him unfairly. What happened The details of this complaint are well known to both parties, so I won... (2 pages)View decision -
Decision Reference DRN-5759687
22 Oct 2025 Sky UK Limited Not upheldConsumer CreditDRN-5759687 The complaint Miss C complains that Sky UK Limited provided her with four fixed sum loan agreements that she says were unaffordable for her. What happened In 2021, Miss C says that Sky provided her with four fixed sum loan agreements for four mobile phone contracts. She say... (5 pages)View decision -
Decision Reference DRN-5849568
22 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5849568 The complaint Mr W complains that Lloyds Bank Plc didn’t do enough to prevent him losing money to a scam. Mr W is being represented by a legal representative but for ease I’ll only refer to Mr W in the decision. What happened The detailed background to this complaint is we... (3 pages)View decision -
Decision Reference DRN-5898851
22 Oct 2025 esure Insurance Limited UpheldInsuranceDRN-5898851 The complaint Mr and Mrs W were unhappy with how their claim was handled by esure Insurance Limited (“esure”) under their home insurance policy. What happened Mr and Mrs W made a claim when a pipe in their loft leaked and caused significant damage whilst they were away on ho... (3 pages)View decision -
Decision Reference DRN-5641117
22 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5641117 The complaint Mr C complains that Barclays Bank UK PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well k... (3 pages)View decision -
Decision Reference DRN-5786884
22 Oct 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5786884 The complaint Mr L complains that THE CO-OPERATIVE BANK P.L.C. failed to block a payment requested by him and failed to deal with his subsequent complaint. What happened On 23 May 2025 Mr L asked Co-op Bank through a secure message to stop a payment to his internet provider,... (2 pages)View decision -
Decision Reference DRN-5868644
22 Oct 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5868644 The complaint Mrs J complains about end of contract charges when her agreement with LeasePlan UK Limited trading as Network (LPUK) ended. What happened On 30 January 2019 Mrs J was supplied with a car and entered into a hire agreement with LPUK. When the vehicle was returned... (2 pages)View decision -
Decision Reference DRN-5710738
22 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5710738 The complaint Mr R complains that Wise Payments Limited won’t refund money he lost when he fell victim to a scam. A representative who I will call “C” complains on behalf of Mr R. What happened The background of this complaint is well known to both parties so I’ll only refer... (3 pages)View decision
