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 364862 results
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Decision Reference DRN-5489148
16 Apr 2025 Zurich Insurance PLC UpheldInsuranceDRN-5489148 The complaint Mr A complains about how Zurich Insurance PLC handled a claim he made on a buildings insurance policy. Reference to Zurich includes its agents. What happened As the leaseholder of a property Mr A benefits from a buildings insurance policy between the freeholder... (4 pages)View decision -
Decision Reference DRN-5114957
16 Apr 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5114957 The complaint Mr D complains Shawbrook Bank Limited are unfairly holding him responsible for a £15,000 loan he says he didn’t apply for. What happened Mr D fell victim to an investment scam following an advertisement he’d seen on social media. Mr D believed he was investing... (3 pages)View decision -
Decision Reference DRN-5467383
16 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5467383 The complaint Mr K complains that Barclays Bank UK PLC unfairly blocked his accounts without providing a proper explanation. He is also unhappy about the amount of time Barclays has blocked his accounts. What happened The detailed background of this complaint is well known t... (3 pages)View decision -
Decision Reference DRN-4943939
16 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-4943939 The complaint Mr D complains Zopa Bank Limited are unfairly holding him responsible for a £15,000 loan he says he didn’t apply for. What happened Mr D fell victim to an investment scam following an advertisement he’d seen on social media. Mr D believed he was investing in s... (3 pages)View decision -
Decision Reference DRN-5457105
16 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5457105 The complaint Miss S is complaining about Lloyds Bank PLC because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss S fell victim to a cruel job scam. She was contacted by someone she hadn’t met before offering online work that involved her... (4 pages)View decision -
Decision Reference DRN-5142406
16 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5142406 The complaint Mrs B is unhappy that a car supplied to her under a conditional sale agreement with Stellantis Financial Services UK Limited was of an unsatisfactory quality. What happened In October 2023, Mrs B was supplied with a used car through a conditional sale agreemen... (3 pages)View decision -
Decision Reference DRN-5401742
16 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5401742 The complaint Miss C complains that HSBC UK Bank Plc incorrectly printed an arrears warning on her statements and charged her excessive interest. What happened Miss C holds a credit card account with HSBC. In or around April 2024 Miss C noticed an arrears warning on her mont... (3 pages)View decision -
Decision Reference DRN-5487376
16 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5487376 The complaint Mrs and Mr K complain that Barclays Bank UK PLC unfairly blocked their accounts without providing a proper explanation. They are also unhappy about the amount of time Barclays has blocked the accounts. And say Barclays actions have caused them financial problem... (3 pages)View decision -
Decision Reference DRN-5343647
16 Apr 2025 Antares Insurance Company Limited Not upheldInsuranceDRN-5343647 The complaint Mr R complains that Antares Insurance Company Limited is responsible for mishandling a pet insurance policy. What happened The subject matter of the insurance and the complaint was a male dog born in November 2015. One of the parents of the dog was of a certai... (3 pages)View decision -
Decision Reference DRN-5476906
16 Apr 2025 Santander UK Plc Not upheldMortgagesDRN-5476906 The complaint Mrs W complains that Santander UK Plc switched her mortgage to interest only in 2010. She’s also disputing the level of arrears on the mortgage account and she’s unhappy with the lack of support offered by Santander during a time when she was going through fina... (4 pages)View decision
