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 391431 results
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Decision Reference DRN-5938997
18 Nov 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5938997 The complaint Mr C complained that West Bay Insurance Plc (“West Bay”) handled a claim against him unfairly under his motor insurance policy. What happened Mr C said a third party (“TP”) made a spurious claim against him. West Bay then decided he was responsible in light of ... (3 pages)View decision -
Decision Reference DRN-5959473
18 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5959473 The complaint Mrs N’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 19... (16 pages)View decision -
Decision Reference DRN-5892710
18 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5892710 The complaint Mr B is unhappy that HSBC UK Bank Plc (HSBC) hasn’t refunded payments he made after falling victim to a cryptocurrency-based, task scam. What happened In March 2025, Mr B was contacted online by what he thought was a recruitment agency. They offered him a job ... (4 pages)View decision -
Decision Reference DRN-5959107
18 Nov 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5959107 The complaint Mr S complains about how Liverpool Victoria Insurance Company Limited (‘LV’) has handled a subsidence claim made on his buildings insurance policy. LV is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on... (5 pages)View decision -
Decision Reference DRN-5910185
18 Nov 2025 Barclays Bank Plc Not upheldInvestmentsDRN-5910185 The complaint Mr S complains that Barclays Bank PLC closed its Plan & Invest service. He says he was forced to sell all his funds before he wanted to, and that there was a delay in the sales taking place. He wants Barclays to reimburse his financial loss and to pay him “... (3 pages)View decision -
Decision Reference DRN-5634452
18 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5634452 The complaint Mr R complains that Barclays Bank UK PLC won’t reimburse over £12,000 that he lost when he fell victim to an employment scam. What happened Our investigator didn’t uphold the complaint. She didn’t think any of the payments looked suspicious such that Barclays ... (1 page)View decision -
Decision Reference DRN-5898120
18 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5898120 The complaint Mr D has complained about the poor service he received from U K Insurance Limited trading as Direct Line (UKI) when he claimed under his car insurance policy for windscreen damage. All reference to the insurer UKI in my decision includes the windscreen supplier... (3 pages)View decision -
Decision Reference DRN-5703878
18 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5703878 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr B saw an advert on social media fo... (3 pages)View decision -
Decision Reference DRN-5531600
18 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5531600 The complaint Mr P is unhappy that Barclays Bank UK PLC closed his account without prior notice. What happened Mr P is an elderly gentleman and has adult children who live overseas. Because of this, Mr P spends long periods overseas, although he also spends long periods in t... (3 pages)View decision -
Decision Reference DRN-5701224
18 Nov 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5701224 The complaint Mrs E has complained that Secure Trust Bank Public Limited Company trading as V12 Retail Finance (V12) unfairly provided her with two loans. What happened Mrs E entered into loan agreements with V12 as shown below: Loan 1 Date Amount of credit Term Monthly p... (3 pages)View decision