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 381196 results
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Decision Reference DRN-5605504
30 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5605504 The complaint Mr and Mrs M complain about esure Insurance Limited’s (esure) handling of a claim they made on a home insurance policy. While Mr and Mrs M are joint policyholders and so bring the complaint to our service jointly, the majority of the contact with both esure and... (4 pages)View decision -
Decision Reference DRN-5666141
30 Jul 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5666141 The complaint Miss P says Creation Consumer Finance Ltd (‘Creation’), irresponsibly lent to her. She says it didn’t take reasonable steps to ensure she could afford the repayments towards a credit agreement. She says that when she applied Creation should have checked her cre... (4 pages)View decision -
Decision Reference DRN-5246731
30 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5246731 The complaint Mr F has complained, initially via a representative, that Barclays Bank UK PLC (“Barclays”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat every... (3 pages)View decision -
Decision Reference DRN-5724066
30 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5724066 The complaint A limited company, which I’ll refer to as ‘E’, complains that National Westminster Bank Public Limited Company (“NatWest”) didn’t provide information to it that it fairly should have done. E’s complaint is brought to this service by its director, whom I’ll ref... (3 pages)View decision -
Decision Reference DRN-5246709
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5246709 The complaint Mr F, initially via a representative, has complained that Bank of Scotland plc trading as Halifax (“Halifax”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I wil... (3 pages)View decision -
Decision Reference DRN-5375794
30 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5375794 The complaint Mr C, through his representative, complained that Moneybarn No. 1 Limited trading as Moneybarn lent to him by agreeing to extend finance to purchase a car in April 2019 when he could not afford it. What happened Mr C applied to Moneybarn for car finance in late... (4 pages)View decision -
Decision Reference DRN-5723929
30 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5723929 The complaint Mr T complains that Santander UK Plc hasn’t helped him to recover the funds he lost to a scam. What happened Mr T says he paid £599.99 via debit card for a lifetime cyber security package with a company I’ll refer to as ‘K’. But he later discovered that K doesn... (2 pages)View decision -
Decision Reference DRN-5213540
30 Jul 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5213540 The complaint Mrs E complains about the way The Prudential Assurance Company Limited (‘Prudential’) handled her request to switch her Income and Growth Bond’s funds. Mrs E is supported by her husband in bringing this complaint. For simplicity, I will refer to all actions as ... (3 pages)View decision -
Decision Reference DRN-5723968
30 Jul 2025 Tesco Mobile Limited UpheldConsumer CreditDRN-5723968 The complaint Mrs M complains Tesco Mobile Limited have treated her unfairly when she ended a fixed sum loan agreement early. What happened Mrs M has been a longstanding customer of Tesco Mobile and had an existing account with them which included agreements for herself, her... (8 pages)View decision -
Decision Reference DRN-5724005
30 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5724005 The complaint Mrs L and Mr L complain that The Royal Bank of Scotland plc (‘RBOS’) won’t refund the money they lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I’ll provide a brief summary. Mrs L and Mr L were introduced to ... (6 pages)View decision
