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 392389 results
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Decision Reference DRN-5705542
7 Nov 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5705542 The complaint Mr M complains that Liverpool Victoria Insurance Company Limited (“LV”) didn’t offer to provide him with a home insurance policy – and didn’t explain why. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fai... (2 pages)View decision -
Decision Reference DRN-5591080
7 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5591080 The complaint Mr C, via a representative, has complained that Revolut Ltd (“Revolut”) 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 everything again here. ... (3 pages)View decision -
Decision Reference DRN-5934602
7 Nov 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5934602 The complaint Mr B complained about Red Sands Insurance Company (Europe) Limited declining a claim on his motor warranty. Mr B also complained about the service he received from Red Sands. What happened Mr B took out a motor warranty with Red Sands in December 2024. He’d pur... (4 pages)View decision -
Decision Reference DRN-5729732
7 Nov 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5729732 The complaint Mr D complains Fortegra Europe Insurance Company Ltd (“Fortegra”) settled his claim on his motor warranty policy without telling him and unfairly declined part of the claim. All references to Fortegra include its agents. What happened Mr D took out a motor warr... (3 pages)View decision -
Decision Reference DRN-5719535
7 Nov 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5719535 The complaint Mr and Mrs G complain that Barclays Bank UK PLC misled them that no early repayment charge (ERC) would be applied if they repaid their mortgage. They ask that the ERC is refunded. What happened Mr and Mrs G had a fixed rate product that was due to expire on 31 ... (4 pages)View decision -
Decision Reference DRN-5839070
7 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5839070 The complaint P, a limited company, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) did not reimburse the funds it says it lost to a scam. What happened Miss K is the director of P, and for simplicity I will refer to Miss K throughout this decisio... (4 pages)View decision -
Decision Reference DRN-5926713
7 Nov 2025 Granite Finance Ltd UpheldConsumer CreditDRN-5926713 The complaint Mr B is unhappy with how Granite Finance Ltd handled his fixed sum loan agreement account when he entered breathing space, and its decision to cancel a car insurance policy the agreement funded. What happened Around August 2023 Mr B took a fixed sum loan agree... (9 pages)View decision -
Decision Reference DRN-5837818
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5837818 The complaint Mr C complains that Barclays Bank UK PLC unfairly defaulted his credit card account and recorded incorrect balances with credit reference agencies (CRAs). What happened Mr C held a credit card account with Barclays. The account was taken out in October 2023. ... (3 pages)View decision -
Decision Reference DRN-5712813
7 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5712813 The complaint Mr K complains that Vanquis Bank Limited irresponsibly lent to him. Mr K is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr K himself. What happe... (3 pages)View decision -
Decision Reference DRN-5824809
7 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5824809 The complaint Mr and Mrs O complain that HSBC UK Bank Plc hasn’t reimbursed the funds they say were lost to a scam. What happened Mr and Mrs O hold a joint account with HSBC. They say that in 2018 they were introduced to an investment opportunity with a company I’ll call B i... (5 pages)View decision