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 381196 results
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Decision Reference DRN-5664688
11 Jul 2025 IG Index Limited Not upheldInvestmentsDRN-5664688 The complaint Mr A complains that IG Index Limited (“IG”) failed to identify he was a problem gambler. He says if it had done so and intervened as he thinks it should, he would have suffered substantially lower losses on his trading account. He also says his experience with ... (12 pages)View decision -
Decision Reference DRN-5672493
11 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5672493 The complaint Mrs L is acting on behalf of a business L. I will refer to Mrs L throughout this decision. Mrs L is unhappy with Barclays Bank UK PLC. Mrs L asked Barclays to recall a payment on her behalf and Barclays didn’t get her money back. What happened Mrs L made a pa... (2 pages)View decision -
Decision Reference DRN-5672802
11 Jul 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5672802 The complaint Mrs W is unhappy Casualty & General Insurance Company (Europe) Ltd turned down a claim she made on her pet insurance policy and voided the policy. What happened In July 2024 Mrs W claimed on her policy with C&G for treatment costs relating to the remova... (4 pages)View decision -
Decision Reference DRN-5664159
11 Jul 2025 HDI Global Specialty SE UpheldInsuranceDRN-5664159 The complaint Mrs D complains about what HDI Global Specialty SE did after she made a claim on her pet insurance policy. What happened In January 2025 Mrs D claimed on her policy for treatment her dog (M) received for an ear infection. HDI turned down the claim. It said the ... (3 pages)View decision -
Decision Reference DRN-5679509
11 Jul 2025 Creation Consumer Finance Ltd UpheldBanking and PaymentsDRN-5679509 The complaint Mr C complains about how Creation Consumer Finance Ltd (“Creation”) mis-managed his credit card account. He says they defaulted it without sending him a prior default notice, continued to report the account to credit reference agencies after it had been sold an... (4 pages)View decision -
Decision Reference DRN-5357869
11 Jul 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5357869 The complaint Miss A complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) recorded a default on her credit file in relation to a finance agreement. What happened Miss A held a fixed sum loan agreement in 2020 with monthly repayments due o... (3 pages)View decision -
Decision Reference DRN-5198486
11 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5198486 The complaint Mr O complains about the application of damage charges by Lendable Ltd trading as Autolend (“Autolend”) after he voluntarily terminated his finance agreement. What happened In February 2022, Mr O took out a hire purchase agreement with Autolend for a car. In 20... (4 pages)View decision -
Decision Reference DRN-5534839
11 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5534839 The complaint Mr L complains about the quality of a car supplied to him by Moneybarn No. 1 Limited (“Moneybarn”). What happened Mr L entered into a conditional sale agreement with Moneybarn in December 2023 for the supply of a used car. The car was around nine years old and ... (4 pages)View decision -
Decision Reference DRN-5504624
11 Jul 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5504624 The complaint Mr M’s complaint arises from a claim made under his legal expenses insurance section of his home insurance policy underwritten by AmTrust Specialty Limited. AmTrust is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions... (4 pages)View decision -
Decision Reference DRN-5622799
11 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5622799 The complaint Miss B complains about Lloyds Bank PLC (Lloyds), as she feels they should reimburse her for £11,320.18 that she paid to what she thought was an online gambling website on 27 and 28 March 2024 What happened Following the sale of her car, Miss B made three paymen... (4 pages)View decision
