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 375868 results
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Decision Reference DRN-5744559
2 Sep 2025 One Insurance Limited UpheldInsuranceDRN-5744559 The complaint Mrs K has complained about the way One Insurance Limited (OIL) dealt with her claim under her motor policy following an accident. What happened Mrs K was involved in an accident on 18 September 2024 avoiding a bus where her car was damaged by the grass verge o... (5 pages)View decision -
Decision Reference DRN-5734346
2 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5734346 The complaint Miss P complains about how Admiral Insurance (Gibraltar) Limited handled a claim made on her motor insurance policy. She wants it to reimburse her £600 policy excess. Miss P is represented in this matter by her father, Mr P, a named driver on her policy. What ... (2 pages)View decision -
Decision Reference DRN-5583842
2 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5583842 The complaint Mr K complains Barclays Bank UK PLC acted unfairly by not refunding a payment he made using his debit card. What happened In October 2024, Mr K purchased brake discs from a company I’ll refer to as C. He paid £1,566 using his Barclays debit card. Mr K attempte... (3 pages)View decision -
Decision Reference DRN-5225054
2 Sep 2025 True Potential Investments LLP Not upheldPensions and AnnuitiesDRN-5225054 The complaint Mrs C and Mr C (‘the complainants’) have complained about True Potential Investments LLP (‘TPI’) and True Potential Wealth Management LLP (‘TPWM’). TPWM provided an advisory service to them. TPI managed and administered their assets (pension and non-pension) on... (8 pages)View decision -
Decision Reference DRN-5372416
2 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5372416 The complaint Mr G, who is represented, complains that Lloyds Bank PLC won’t reimburse him funds he says he lost from an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In April 2020... (3 pages)View decision -
Decision Reference DRN-5497063
2 Sep 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5497063 The complaint Mrs P complains J.P. Morgan Europe Limited trading as Chase didn’t do enough to protect her when she fell victim to a safe account scam. What happened Mrs P has a number of accounts including an account with Chase and accounts with banks who I’ll refer to as “R... (3 pages)View decision -
Decision Reference DRN-5583821
2 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5583821 The complaint Ms C complained that Lloyds Bank General Insurance Limited (Lloyds) unfairly categorised a claim under a flood cause as opposed to a storm cause, under her home buildings insurance policy. What happened Ms C said that over the new year in 2024 a significant wea... (3 pages)View decision -
Decision Reference DRN-5715314
2 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5715314 The complaint Mrs C complains that Monzo lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs C applied for a Monzo credit card in May 2022. In her application, Mrs C said she was employed with an annual inc... (3 pages)View decision -
Decision Reference DRN-5419046
2 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5419046 The complaint Mrs R is unhappy Barclays Bank UK PLC will not refund all the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Mrs R fell victim to a job/task scam. She f... (3 pages)View decision -
Decision Reference DRN-5780208
2 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5780208 The complaint Mr T complains about difficulties he experienced with his TSB Bank plc (‘TSB’) internet banking and the service he received in connection with this. What happened Mr T opened a ‘Spend & Save’ account with TSB in May 2023. He was an existing customer of TSB... (4 pages)View decision
