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-5921728
6 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5921728 The complaint Mr V is being represented by a claims manager. He’s complaining about Barclays Bank UK PLC because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr V fell victim to a cruel impersonation scam after he was contacted by scammers c... (5 pages)View decision -
Decision Reference DRN-5894008
6 Nov 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5894008 The complaint Mr S complains about how Zurich Insurance Company Ltd (“Zurich”) handled a claim he made under his travel insurance policy. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focus on the re... (2 pages)View decision -
Decision Reference DRN-5838635
6 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5838635 The complaint Mr M complains about a delay by Lloyds Bank PLC in telling him about the availability of statements, sending a letter to him using his initial, and failing to call him back. What happened In June 2025, Lloyds sent Mr M a letter advising him that when he closed ... (2 pages)View decision -
Decision Reference DRN-5832938
6 Nov 2025 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-5832938 The complaint Mr G complains that Advisory Insurance Brokers Limited trading as Footman James (“Footman James”) didn’t explain the need for a tracker to be fitted to one of his vehicles, and didn’t check he’d fitted it, which subsequently led to his claim being declined by h... (3 pages)View decision -
Decision Reference DRN-5665808
6 Nov 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5665808 The complaint Mr E complains that J.P. Morgan Europe Limited (which trades in this case under its Chase brand) blocked and then closed his accounts without giving him notice that it was doing so and without explaining its reasons. What happened Mr E held a current and saving... (2 pages)View decision -
Decision Reference DRN-5891908
6 Nov 2025 Bluestone Mortgages Limited Not upheldMortgagesDRN-5891908 The complaint Mrs K complains that Bluestone Mortgages Limited says it can’t set her monthly mortgage payment date to be the very last day of the month. It offered to set it as late as possible, and for her to pay on the last day, but Mrs K says it then wants to charge her e... (3 pages)View decision -
Decision Reference DRN-5785696
6 Nov 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5785696 The complaint Mrs W complains about the balance owed under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance. Throughout her complaint, Mrs W has been represented by a member of her family. But, for ease, I’ll just refer to M... (5 pages)View decision -
Decision Reference DRN-5406186
6 Nov 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5406186 The complaint Mr and Mrs W complain that a car supplied to them under a hire purchase agreement with First Response Finance Limited (FRF) was of unsatisfactory quality. What happened In February 2024, Mr and Mrs W acquired a used car through a hire purchase agreement with F... (5 pages)View decision -
Decision Reference DRN-5785695
6 Nov 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5785695 The complaint Mr W complains about the balance owed under a conditional sale agreement with Volvo Car Financial Services UK Limited. Throughout his complaint, Mr W has been represented by a member of his family. But, for ease, I’ll just refer to Mr W. What happened In August... (5 pages)View decision -
Decision Reference DRN-5784554
6 Nov 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5784554 The complaint Miss W complains about the balance owed under a conditional sale agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Finance. What happened In October 2023, a conditional sale agreement with Santander was taken out in Miss W’s name. The ag... (5 pages)View decision