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
-
Decision Reference DRN-5551586
6 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5551586 The complaint Mr B complains Barclays Bank UK PLC stopped him making a large payment to an investment company despite having discussed his plans in branch, closed his account and provided poor customer service on a number of occasions. What happened Mr B has a current accoun... (2 pages)View decision -
Decision Reference DRN-5846114
6 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5846114 The complaint Mr A complains that Clydesdale Bank Plc won’t refund money he lost when he fell victim to a scam. What happened Mr A saw an advert online for an investment opportunity with a company which I’ll call N. He saw some positive reviews of N and believed it was a le... (3 pages)View decision -
Decision Reference DRN-5874950
6 Nov 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-5874950 The complaint Miss H complains that Phoenix Life CA Limited (PL) declined a claim on her life and critical illness policy. What happened Miss H took out a life and critical illness policy in 2000. Due to a deterioration in health, Miss H contacted PL to raise a claim with cl... (3 pages)View decision -
Decision Reference DRN-5819787
6 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5819787 The complaint Mr A complains that Revolut Ltd won’t refund money he lost when he fell victim to a scam. What happened Mr A saw an advert online for an investment opportunity with a company which I’ll call N. He saw some positive reviews of N and believed it was a legitimate... (6 pages)View decision -
Decision Reference DRN-5929945
6 Nov 2025 Covea Insurance plc UpheldInsuranceDRN-5929945 The complaint Mrs S complains Covea Insurance plc (“Covea”) significantly delayed settling three claims on her motor insurance policy which caused her severe distress and inconvenience. She’s explained the delay impacted the price of her insurance policy at subsequent renewa... (5 pages)View decision -
Decision Reference DRN-5731875
6 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5731875 The complaint Mr and Mrs H complain that Barclays Bank UK PLC won’t refund the money they lost as part of a scam. What happened Mr and Mrs H saw an advert for an investment scheme online; it appeared to be endorsed by a well-known financial journalist. Mr H left his details ... (4 pages)View decision -
Decision Reference DRN-5907918
6 Nov 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5907918 The complaint Mr W says Loans 2 Go Limited (‘Loans 2 Go’) irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a loan. He says that it should have made much better checks before providing the lending. Mr W’... (3 pages)View decision -
Decision Reference DRN-5896412
6 Nov 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5896412 The complaint Mr M says that a secured (third charge) loan he took out in 2020 with Tandem Home Loans Ltd (previously 1 st Stop Home Loans Limited) was unaffordable and irresponsibly lent. Mr M has been represented in bringing this complaint. For ease I will only refer to Mr... (5 pages)View decision -
Decision Reference DRN-5932482
6 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5932482 The complaint Mr H complains Santander UK Plc gave misleading information when he wanted to transfer his ISA to it which has resulted in considerable inconvenience. What happened Mr H has an account with Santander and has done so for around 30 years. His wife has an account ... (2 pages)View decision -
Decision Reference DRN-5932569
6 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5932569 The complaint Mrs H complains Santander UK Plc gave misleading information when she wanted to transfer her ISA to it which has resulted in considerable inconvenience. What happened Mrs H has an account with Santander and has done so for around 30 years. Her husband has an ac... (2 pages)View decision