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 124111 results
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Decision Reference DRN-5220395
4 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5220395 The complaint B complains that Barclays Bank UK PLC closed its client deposit accounts and admitted that it had done so in error. What happened B is a company which runs a care home. It held a number of client deposit accounts with Barclays. In January 2022, as part of a kno... (2 pages)View decision -
Decision Reference DRN-5798634
4 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5798634 The complaint Miss N complains that Loans 2 Go Limited acted irresponsibly as the loans she took out were unaffordable. What happened Loan 1 Miss N took out a loan with Loans 2 Go for £1,000 on 1 November 2022. The total amount to be repaid was £3,700.08 through 18 instalme... (6 pages)View decision -
Decision Reference DRN-5786177
4 Sep 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5786177 The complaint Miss O is unhappy that Legal and General Assurance Society Limited haven’t paid claims she made on her employer’s group income protection scheme. What happened Miss O became absent from work in 2022 and claimed on her employer’s income protection policy. The cl... (2 pages)View decision -
Decision Reference DRN-5618500
4 Sep 2025 First Central Underwriting Limited UpheldInsuranceDRN-5618500 The complaint Mr G complains that 1st Central Underwriting Limited offered him an unfair settlement following a claim on his motor insurance. What happened Mr G had a 1st Central motor insurance policy. In February 2025, his car was hit by a third party. The third party’s in... (3 pages)View decision -
Decision Reference DRN-5794864
4 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5794864 The complaint Mr M complains that Starling Bank Limited unfairly declined his application for a savings account. What happened Mr M already held accounts with Starling that he says we were well-managed and never overdrawn. Due to Starling’s decision to stop interest being ea... (2 pages)View decision -
Decision Reference DRN-5305565
4 Sep 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5305565 The complaint Mr M complains about the service received from Ascot Lloyd Limited trading as Ascot Lloyd in relation to his pension. Mr M says Ascot Lloyd failed to provide the ongoing advice he was paying for and made changes to the level of service he was due to receive wit... (6 pages)View decision -
Decision Reference DRN-5775487
4 Sep 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5775487 The complaint Ms R is unhappy that a car supplied to her under a hire agreement with Ald Automotive Limited (ALD) was of unsatisfactory quality. When I refer to what Ms R or ALD have said or done, it should also be taken to include things said or done on their behalf. What ... (6 pages)View decision -
Decision Reference DRN-5795091
4 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5795091 The complaint Mr S has complained about Revolut Ltd not refunding several payments he says he made and lost to an authorised push payment (APP) impersonation scam. What happened On 18 August 2025, I issued my provisional decision on this complaint. I wanted to give both par... (6 pages)View decision -
Decision Reference DRN-5797903
4 Sep 2025 Digital Moneybox Limited UpheldBanking and PaymentsDRN-5797903 The complaint Mr S complains it took Digital Moneybox Limited too long to complete a cash Individual Savings Account (ISA) transfer he instructed it to make, meaning he lost out on interest. What happened I sent the parties a provisional decision in August 2024, in which I s... (5 pages)View decision -
Decision Reference DRN-5680369
4 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5680369 The complaint U, a limited company, complains that HSBC UK Bank Plc have declined to refund them for funds lost to a scam. U is represented by Mr W, a director. What happened The background to this case is known to both parties, and largely not in dispute, so I will only co... (2 pages)View decision
