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-5690069
24 Jul 2025 Ecclesiastical Insurance Office Plc Not upheldInsuranceDRN-5690069 The complaint A limited company, which I will refer to as N, complains that Ecclesiastical Insurance Office Plc declined its business interruption insurance claim, made for losses relating to the COVID-19 pandemic. What happened The following is intended merely as a summary ... (3 pages)View decision -
Decision Reference DRN-5706356
24 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5706356 The complaint With the help of a professional representative (PR), Ms B complains that Vanquis Bank Limited lent to her irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Ms B. What happened On 21 November 2012, Ms B opened a credit card account w... (4 pages)View decision -
Decision Reference DRN-5704985
24 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5704985 The complaint Mr B has complained about the interest rate on a loan he took out with Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (“Novuna”). What happened Mr B, alongside his wife, took out a timeshare membership from a timeshare supplier (“the Supplier”... (7 pages)View decision -
Decision Reference DRN-5674746
24 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5674746 The complaint Mrs B has complained about several matters arising out of a loan taken from Clydesdale Financial Services Limited (the ‘Lender’) to pay for a timeshare. What happened In or around October 2007, Mrs B – together with her husband – agreed to trade in an existing ... (4 pages)View decision -
Decision Reference DRN-5340818
24 Jul 2025 National House-Building Council UpheldInsuranceDRN-5340818 The complaint Mr and Mrs S complain National House Building Council’s (NHBC) handling of their building warranty claim has caused them loss and distress. Mr and Mrs S are both complainants, but as Mr S has been the main correspondent and for ease of reading, I’ve generally ... (7 pages)View decision -
Decision Reference DRN-5673761
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5673761 The complaint Mr S complains Barclays Bank UK PLC’s IT outage inconvenienced him. What happened There was an IT outage at Barclays over the weekend of 31 January to 2 February 2025. During this time Mr S says he had problems with his app, couldn’t check when his payment wa... (3 pages)View decision -
Decision Reference DRN-5709599
24 Jul 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5709599 The complaint Ms P on behalf of A, a limited company, complains that AmTrust Speciality Limited (“AmTrust”) has treated it unfairly in relation to a legal expenses insurance claim under its business insurance. Any reference to Ms P, A, or AmTrust includes respective agents a... (4 pages)View decision -
Decision Reference DRN-5498838
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5498838 The complaint Miss W complains Barclays Bank UK PLC trading as Tesco Bank (Tesco) failed to carry out a reasonable assessment of her credit worthiness before it approved a credit card account for her. What happened Miss W says Tesco approved a credit card account for her in ... (3 pages)View decision -
Decision Reference DRN-5709902
24 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5709902 The complaint Mr R complains that Bank of Scotland plc, trading as Intelligent Finance, won’t reimburse him for all of the payments he made to a scam. Mr R’s complaint is brought by a professional representative but for ease I will refer only to Mr R in this decision. What... (4 pages)View decision -
Decision Reference DRN-5711465
24 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5711465 The complaint Mr B complains Barclays Bank UK PLC allowed him to spend more money than he had. What happened Barclays had an IT outage, and Mr B was able to spend more money than was in his account. Mr B complained to Barclays and spoke to it over the phone where he was of... (4 pages)View decision
