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 381195 results
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Decision Reference DRN-5502677
12 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5502677 The complaint Miss M complains Barclays Bank UK PLC’s IT outage meant she couldn’t make purchases on her card. What happened There was an IT outage at Barclays over the weekend of 31 January to 2 February 2025. Miss M said this outage meant she couldn’t order food shopping... (2 pages)View decision -
Decision Reference DRN-5464253
12 Jun 2025 Nationwide Building Society Not upheldMortgagesDRN-5464253 The complaint Mr and Mrs T complain about the interest rate Nationwide Building Society has charged on their mortgage. In particular, they’re unhappy that it didn’t reduce the interest rate when Bank of England base rate reduced – even though it reduced the interest rate on ... (4 pages)View decision -
Decision Reference DRN-5603963
12 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5603963 The complaint Mr H and Mr L have complained on behalf of T, a limited company, that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim under its property owners policy insurance policy for weather damage. What happened In 2020 T entered into a lease ... (2 pages)View decision -
Decision Reference DRN-5528099
12 Jun 2025 Cowen Insurance Company Limited UpheldInsuranceDRN-5528099 The complaint Mr P is unhappy that Cowen Insurance Company Limited haven’t settled a claim he made on his travel insurance policy. What happened Mr P made a claim on his travel insurance policy as he had to cancel his holiday due to contracting Covid-19. He complained as Cow... (2 pages)View decision -
Decision Reference DRN-5232298
12 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5232298 The complaint Mr G is unhappy Wise Payments Limited closed his account. What happened Mr G held a Wise account which opened in September 2017. Mr G used this account to make international transfers. On 17 June 2024 Mr G attempted to make a transfer to the Philippines. The ... (3 pages)View decision -
Decision Reference DRN-5619748
12 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5619748 The complaint Mr A, representing the estate of Mrs A, complains about the decision made by Liverpool Victoria Insurance Company Limited when dealing with a claim under the late Mrs A’s home insurance policy. Mr A has brought this complaint as an authorised representative of... (2 pages)View decision -
Decision Reference DRN-5440965
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5440965 The complaint Mr S is unhappy with Monzo Bank Ltd. Mr S said he added a gambling block to his account but was still able to make gambling transactions after the block was added. What happened Mr S placed a gambling block on his own account through the online tools available... (3 pages)View decision -
Decision Reference DRN-5438039
12 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5438039 The complaint Mr M has complained about the settlement paid by AXA Insurance UK Plc under his caravan insurance for damage from an escape of water. What happened Mr M noticed the caravan’s floor was wet after having a shower. Following investigation, a large part of the car... (4 pages)View decision -
Decision Reference DRN-5619778
12 Jun 2025 Allium Money Limited Not upheldConsumer CreditDRN-5619778 The complaint Mr G has complained that Allium Money Limited (“AML”) rejected his claim against it under Section 140 of the Consumer Credit Act 1974. What happened In August 2019, Mr G entered into a fixed sum loan agreement with AML to fund the purchase of a solar panel sys... (7 pages)View decision -
Decision Reference DRN-5589218
12 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5589218 The complaint Mr B and Mrs B complain that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly sent a debt relating to their motor insurance policy to a debt recovery company. And withdrew their claim. References to Mrs B or Mr B, will include the other. What happened... (3 pages)View decision
