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 367928 results
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Decision Reference DRN-5519611
4 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5519611 The complaint Mr M complains that when he made a transfer from his ISA with Barclays Bank UK PLC trading as Tesco Bank, the receiving bank treated it as a new deposit, and as he was deemed to have used up his ISA allowance, part of the funds were transferred to an ordinary s... (2 pages)View decision -
Decision Reference DRN-5527207
4 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5527207 The complaint Mr F complains that American Express Services Europe Limited (‘AESEL’) registered an adverse CIFAS marker against him. What happened In September 2023, AESEL requested some documentation from Mr F as part of a review. In a letter that was sent to Mr F, AESEL o... (2 pages)View decision -
Decision Reference DRN-5580544
4 Jun 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5580544 The complaint Mrs L complains about Lloyds Bank General Insurance Limited’s (‘Lloyds’) handling of claims made on her home insurance policy for damage caused by escapes of water. What happened In December 2021, Mrs L contacted Lloyds to make a claim on her home insurance po... (4 pages)View decision -
Decision Reference DRN-5601404
4 Jun 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5601404 The complaint Mrs O complains the car she acquired financed through a hire purchase agreement with Tandem Motor Finance Limited trading as Tandem (“Tandem”) wasn’t of satisfactory quality. She also complains she was mis-sold the car. What happened Mrs O acquired a used car f... (4 pages)View decision -
Decision Reference DRN-5595447
3 Jun 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5595447 The complaint Mr H complains in his capacity as Director of a limited company, which I’ll refer to as “T”, about the way Watford Insurance Company Europe Limited (“Watford Insurance”) has dealt with a claim made under T’s fleet policy. Any reference to Watford Insurance in t... (5 pages)View decision -
Decision Reference DRN-5464371
3 Jun 2025 Union Bancaire Privée (UK) Limited Not upheldPensions and AnnuitiesDRN-5464371 The complaint Mr F submitted a joint complaint, alongside his wife, about SG Kleinwort Hambros Bank, now Union Bancaire Privée (UK) Limited (‘UBP’). The joint complaint has been separated. This decision is only about Mr F’s case, but it shares broadly the same background an... (5 pages)View decision -
Decision Reference DRN-5546314
3 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5546314 The complaint Mr and Mrs P complain that Santander UK Plc – as the recipient bank, didn’t do enough to prevent them losing money to an alleged scam. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. In April 2017... (3 pages)View decision -
Decision Reference DRN-5178591
3 Jun 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5178591 The complaint Mr M has complained that Aviva Life & Pensions UK Limited (Aviva) hasn’t applied contributions to his personal pension plan (PPP) properly and that the number of units he holds in his plan is incorrect. What happened The investigator who considered this mat... (9 pages)View decision -
Decision Reference DRN-5551825
3 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5551825 The complaint Mr H gave a personal guarantee for borrowing by his company, which has since been dissolved. He complains that Barclays Bank UK PLC is unfairly relying on his personal guarantee. He says the bank obtained both the company’s loan agreement and his guarantee unde... (3 pages)View decision -
Decision Reference DRN-5592764
3 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5592764 The complaint Mr S complains Barclays Bank UK PLC (“Barclays”) closed his account without notice nor explanation. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting out some ... (3 pages)View decision
