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 121479 results
-
Decision Reference DRN-5267556
20 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5267556 The complaint Mr Y complains that Barclays Bank UK Plc (Barclays) lent to him irresponsibly. What happened Mr Y has an overdraft with Barclays, it’s unclear when the initial lending decision was made but it appears Mr Y had an overdraft limit (including some sort of reserve... (6 pages)View decision -
Decision Reference DRN-5412161
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5412161 The complaint Mr R complains about the service he received from Revolut when it blocked a payment of £10,000 that Mr R intended to invest. Mr R says he authorised the payment in Revolut’s app, but it wouldn’t allow him to proceed and failed to assist him or advise him what h... (4 pages)View decision -
Decision Reference DRN-5391571
20 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5391571 The complaint Mr C complains Esure Insurance Limited handled his motor insurance claim poorly. What happened In October 2023 Mr C’s car was damaged whilst parked in a car park. He called his motor insurer Esure. He said CCTV evidence, from the carpark, identified the third-... (3 pages)View decision -
Decision Reference DRN-4413974
20 Mar 2025 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4413974 The complaint Mr M has complained that eBay Commerce UK Ltd (“eBay”) placed restrictions on his account that prevented him from withdrawing money from his eBay payment account. What happened To verify Mr M’s bank details, Mr M says that eBay sent him two micro deposits to h... (5 pages)View decision -
Decision Reference DRN-5406255
20 Mar 2025 Pension Insurance Corporation plc UpheldPensions and AnnuitiesDRN-5406255 The complaint Mr C complains that Pension Insurance Corporation plc (‘PIC’) has provided him with a poor service in response to requests that he has made for information and his requests that it desist in sending him marketing emails. Mr C has additionally asked us to interv... (5 pages)View decision -
Decision Reference DRN-4747251
20 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4747251 The complaint Mr L complains about how American Express Services Europe Limited (AESEL) came to the decision that his credit card account (“account”) should be closed. What happened On 7 August 2023 AESEL blocked Mr L’s credit card following a review. This review was trigger... (4 pages)View decision -
Decision Reference DRN-5410897
20 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5410897 The complaint Mrs S and Mr S are complaining about the way Advantage Insurance Company Limited has handled a claim Mr S made on his car insurance policy. Mr S has largely represented both complainants in the handling of the claim and complaint. What happened In December 2023... (3 pages)View decision -
Decision Reference DRN-5393846
20 Mar 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5393846 The complaint H, a micro-enterprise, complains that The National Farmers’ Union Mutual Insurance Society Limited, declined a claim made on their group income protection scheme. What happened H has a ‘Farm Select’ policy which includes cover for their employees for accidents,... (4 pages)View decision -
Decision Reference DRN-5407883
20 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5407883 The complaint Mr T complains that Barclays Bank UK PLC told him it would adjust the amount it was lending to him, to match the balance of the mortgage being repaid, but that it didn’t do this. Mr T says this has caused him a financial loss and also unnecessary frustration. W... (5 pages)View decision -
Decision Reference DRN-5402123
20 Mar 2025 Harvey & Thompson Limited UpheldConsumer CreditDRN-5402123 The complaint With the help of a professional representative (PR) Miss D complains that Harvey & Thompson Limited trading as H & T Pawnbrokers (H&T) lent to her irresponsibly and created an unfair credit relationship by doing so. For ease, I’ll refer mainly to th... (6 pages)View decision
