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-5776340
31 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5776340 The complaint Miss B complains Barclays Bank UK PLC (“Barclays”) closed her account without explanation. Miss B adds that Barclays’ actions have caused her substantive distress, inconvenience, and embarrassment. To put things right, Miss B feels Barclays should pay her at le... (2 pages)View decision -
Decision Reference DRN-5865316
31 Oct 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5865316 The complaint Ms F complains about the administration of her loan with Bank of Scotland plc trading as Halifax (“Halifax”). What happened Ms F had a loan with Halifax. She’s complained about delays in applying over payments to her account and this causing her to be charged m... (3 pages)View decision -
Decision Reference DRN-5791565
31 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5791565 The complaint Miss G is unhappy with how U K Insurance Limited (“UKI”) handled her home insurance claim after her flat was damaged by the collapse of a neighbouring building in 2019. Miss G has been represented by a friend, Mrs D. For clarity, any reference to Miss G includ... (5 pages)View decision -
Decision Reference DRN-5919878
31 Oct 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5919878 The complaint Miss Z complains about the checks Specialist Motor Finance Limited trading as Specialist Motor Finance (SMF) conducted prior to approving her for finance. What happened In January 2023, Miss Z acquired a used car financed through a Hire Purchase Agreement (HPA)... (5 pages)View decision -
Decision Reference DRN-5919634
31 Oct 2025 The Baxendale Company dac Not upheldInsuranceDRN-5919634 The complaint Mr F’s complaint is about a claim he made on his The Baxendale Company dac (‘Baxendale’) international transit insurance policy. Mr F feels that Baxendale treated him unfairly. What happened Mr F took out an international transit policy to cover his possessio... (4 pages)View decision -
Decision Reference DRN-5822630
31 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5822630 The complaint Mr P complains about his application for a SAR (subject access request) in respect of communications and telephone calls he had with Barclays Bank PLC, and about the customer service he received. What happened Over a period in 2024 Mr P made requests for SARs a... (3 pages)View decision -
Decision Reference DRN-5794351
31 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5794351 The complaint Mr O complains that Barclays Bank UK PLC won’t refund him money he says he lost in an investment scam. Mr O is being represented by a professional representative, bit I’ll just refer to Mr O throughout for ease of reading. What happened Mr O says he saw an adve... (4 pages)View decision -
Decision Reference DRN-5801269
31 Oct 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5801269 The complaint Mr P and Mrs P have complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined a claim under their home insurance policy. As Mr P mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to him. What hap... (3 pages)View decision -
Decision Reference DRN-5910432
31 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5910432 The complaint Mr P has complained that Aviva Insurance Limited misrepresented his motoring claims on the Claims and Underwriting Exchange (CUE). He had complained about this previously, but he said it still wasn’t resolved. This meant when he went to apply for a motor policy... (5 pages)View decision -
Decision Reference DRN-5899701
31 Oct 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5899701 The complaint Mr H complains Liverpool Victoria Insurance Company Limited (LV) cancelled his motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr H held a motor insurance policy provide... (2 pages)View decision