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-5931141
6 Nov 2025 British Gas Insurance Limited UpheldInsuranceDRN-5931141 The complaint Mr O complains British Gas Insurance Limited (“British Gas”) delayed repairs to his hot water cylinder under his home emergency insurance policy. He says this caused him a great deal of trouble and upset, he missed work and had to pay for alternative accommodat... (5 pages)View decision -
Decision Reference DRN-5928153
6 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5928153 The complaint Ms S complains about the way American Express Services Europe Limited (‘Amex’) handled her request for a refund. What happened In March 2024, Ms S bought a number of items including a sofa bed, bench, a fabric footstool and leather footstool (collectively ‘the ... (4 pages)View decision -
Decision Reference DRN-5932931
6 Nov 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5932931 The complaint Mr B and Miss H complain that they were mis-sold a home insurance policy by Hastings Insurance Services Limited (“Hastings”). Mr B has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any actio... (3 pages)View decision -
Decision Reference DRN-5466303
6 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5466303 The complaint Mr L complains that Revolut Ltd won’t refund money he lost when he was a victim of an investment scam. Mr L is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to som... (5 pages)View decision -
Decision Reference DRN-5885988
6 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5885988 The complaint Mr Y is unhappy with Santander UK Plc’s decision to close his account and not allow him to withdraw the remaining funds. He says by doing so Santander has failed to consider his circumstances. What happened Mr Y opened a basic bank account with Santander in Au... (3 pages)View decision -
Decision Reference DRN-5830552
6 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5830552 The complaint Mr P complains about the quality of a car he has been financing through an agreement with MONEYBARN NO.1 LIMITED trading as Moneybarn. He also says the car was misrepresented to him. What happened The detailed background to this complaint is well known to both ... (3 pages)View decision -
Decision Reference DRN-5351942
6 Nov 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5351942 The complaint Mr C is a sole trader. He complains that Lloyds Bank PLC (Lloyds) made errors in connection with his overdraft renewal. What happened Mr C has told us that: • He’d been banking with Lloyds for many years. His account (the Account) operated with an overdraft f... (5 pages)View decision -
Decision Reference DRN-5827796
6 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5827796 The complaint Mr M complains Nationwide Building Society provided poor customer service when it blocked his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here.... (3 pages)View decision -
Decision Reference DRN-5932617
6 Nov 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5932617 The complaint Mr A has complained about Capital One (Europe) plc’s offer to settle his claim under Section 56 of the Consumer Credit Act 1974 (‘Section 56’). What happened In 2022, Mr A bought a motorhome from a company I’ll refer to as ‘X’ for £53,290. Mr A paid X a £2,000 ... (6 pages)View decision -
Decision Reference DRN-5649961
6 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5649961 The complaint Mr T complains about Barclays Bank UK PLC. He would like it to refund him the money he says he lost to a scam. What happened Mr T is the landlord for a property that was suffering from a severe damp problem and was looking for a contractor to fix the issue fo... (4 pages)View decision