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 374385 results
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Decision Reference DRN-5654383
29 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5654383 The complaint Mr G is unhappy with what Aviva Insurance Limited did after he sought assistance from his legal expenses insurance policy. What happened Mr G made a claim on his policy following a data breach. Aviva said that was caught by a policy exclusion. Subsequently Mr G... (2 pages)View decision -
Decision Reference DRN-5434252
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5434252 The complaint Ms M complains that Barclays Bank UK PLC trading as Barclaycard (Barclays) didn’t agree to refund her after she made a claim for incomplete renovation works. What happened On 13 April 2023 Ms M and her partner accepted a quote from a company I’ll call K for re... (3 pages)View decision -
Decision Reference DRN-5173418
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5173418 The complaint Mr S complains that HSBC UK Bank Plc won’t refund him the money he lost after he fell victim to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summary, I underst... (4 pages)View decision -
Decision Reference DRN-4991769
29 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4991769 The complaint Mr and Mrs W complain about Nationwide Building Society. They say that they fell victim to a scam and would like Nationwide to refund the money they have lost as a result. Mr and Mrs W have used a representative to bring their complaint, and the loss arises fr... (3 pages)View decision -
Decision Reference DRN-5720934
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5720934 The complaint Mr L complains Barclays Bank UK PLC trading as Barclaycard has acted unfairly by not refunding a payment he made using his credit card. What happened In February 2025, bailiffs from a company I’ll refer to as M visited Mr L’s home to recover an outstanding deb... (4 pages)View decision -
Decision Reference DRN-5741559
29 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5741559 The complaint Mr W complains that National Westminster Bank Public Limited Company (NatWest) won’t refund money he says he lost to an investment scam. Mr W is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr W in this decision.... (5 pages)View decision -
Decision Reference DRN-5448213
29 Aug 2025 Legal & General Home Finance Limited Not upheldMortgagesDRN-5448213 The complaint Mr N complains that Legal & General Home Finance Limited, trading as Legal & General Home Finance (L&G), wouldn’t allow him to port his lifetime mortgage to another property. What happened Mr N took out a lifetime mortgage with L&G in early 202... (2 pages)View decision -
Decision Reference DRN-5732144
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5732144 The complaint Ms O complains that Barclays Bank UK PLC reduced her credit limit. What happened Ms O holds a credit card account with Barclays. In November 2024 Barclays sent a letter to Ms O advising her that her credit limit would reduce from £12,050 to £750 on or after 18 ... (2 pages)View decision -
Decision Reference DRN-5783113
29 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5783113 The complaint Miss A is unhappy with how TSB Bank Plc have engaged with her in relation to her credit card account. What happened I issued my provisional decision to both parties explaining why I thought Miss A’s complaint should be upheld and invited both parties to provid... (7 pages)View decision -
Decision Reference DRN-5734724
29 Aug 2025 Academy Insurance Services Limited UpheldInsuranceDRN-5734724 The complaint W, a limited company, complains about what Academy Insurance Services Limited did at the sale and renewal of its property owner’s insurance policy. What happened W is a residents association which manages an area of land. It has had insurance arranged through A... (3 pages)View decision
