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 393318 results
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Decision Reference DRN-5575191
30 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5575191 The complaint Mr A complains Barclays Bank UK PLC trading as Barclaycard provided poor service and unfairly closed his credit card account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some ... (3 pages)View decision -
Decision Reference DRN-5860854
30 Oct 2025 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5860854 The complaint Mr M complains that Atlanta Insurance Intermediaries Limited (trading as Be Wiser) pursued him for premiums after his motor insurance policy was cancelled. What happened Mr M applied through an online comparison site for a motor policy with an insurer. Atlanta ... (5 pages)View decision -
Decision Reference DRN-5609030
30 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5609030 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr M says that in April 2024 he paid a garage £2,300 to repair the gearbox of his car. In May he paid ... (3 pages)View decision -
Decision Reference DRN-5751339
30 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5751339 The complaint Mrs G complains the Royal Bank of Scotland Plc won’t let her make a large cash withdrawal unless she provides invoices or other documentation. What happened Mrs G has a current account and a savings account with the Royal Bank of Scotland. Mrs G called Royal Ba... (2 pages)View decision -
Decision Reference DRN-5907873
30 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5907873 The complaint Mr T complains that Ageas Insurance Limited (Ageas) unfairly declined his motor insurance claim after his car was stolen. What happened In August 2024, Mr T told Ageas his car had been stolen whilst being repaired at a garage. Mr T reported the theft to the pol... (4 pages)View decision -
Decision Reference DRN-5884209
30 Oct 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5884209 The complaint Miss C complains about the outcome of a claim she made to Creation Consumer Finance Ltd (“Creation”) in relation to an item she purchased using a loan it provided. What happened In December 2024, Miss C used her running account credit agreement with Creation t... (4 pages)View decision -
Decision Reference DRN-5911779
30 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5911779 The complaint Ms D complains that Nationwide Building Society failed to recover money she had paid to a fraudulent company. What happened On 27 December 2024 Ms D ordered goods online at a cost of £740.12 using her debit card. Nationwide’s automated systems picked up the pay... (3 pages)View decision -
Decision Reference DRN-5904829
30 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5904829 The complaint Mr M complains because Legal and General Assurance Society Limited (L&G) declined a claim under and voided his critical illness insurance policy. What happened Mr M took out a critical illness insurance policy, provided by L&G, in August 2019. Unfortuna... (3 pages)View decision -
Decision Reference DRN-5703370
30 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5703370 The complaint Miss H complains HSBC UK Bank Plc acted unfairly when it registered a default on her credit file and when it refused to remove the default even though she’s repaid the debt in full. What happened Miss H had a student account with HSBC with an arranged overdraft... (3 pages)View decision -
Decision Reference DRN-5853686
30 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5853686 The complaint Miss H complains about a car supplied under a hire purchase agreement, provided by Zopa Bank Limited. What happened Around April 2024 Miss H acquired a used car under a hire purchase agreement with Zopa. The car is listed with a cash price of £4,973, was aroun... (3 pages)View decision