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 375119 results
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Decision Reference DRN-5662951
22 Aug 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5662951 The complaint Mr S complains about the handling of his commercial motor insurance claim by Watford Insurance Company Europe Limited. Mr S is unhappy with the valuation placed on his vehicle after it was stolen. What happened Both parties are aware of the circumstances of thi... (3 pages)View decision -
Decision Reference DRN-5677495
22 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5677495 The complaint Miss D complains that Nationwide Building Society restricted her basic bank account. What happened Miss D had an account with Nationwide. In December 2024, Nationwide restricted her account while it carried out a review. Nationwide told Miss D it had concerns a... (2 pages)View decision -
Decision Reference DRN-5559736
22 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5559736 The complaint Mr H complains that HSBC UK Bank Plc won’t refund the money he lost as the result of a scam. Mr H has been represented in this complaint by a firm of professional representatives. What happened The parties are familiar with the background to the complaint, so I... (4 pages)View decision -
Decision Reference DRN-5743366
22 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5743366 The complaint A limited company, which I will refer to as B, complains about the avoidance of a motor insurance policy and the decline of a claim by esure Insurance Limited. Mr O, a director of B, brings the complaint on its behalf. What happened The parties are aware of the... (4 pages)View decision -
Decision Reference DRN-5368565
22 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5368565 The complaint Mr C is unhappy that Barclays Bank UK PLC (“Barclays”) won’t refund the money paid to a third party for buildings work. What happened I’m not going to cover all the points raised in detail. The view of 24 February 2025 covered the details of Mr C’s testimony. ... (3 pages)View decision -
Decision Reference DRN-5561683
22 Aug 2025 JCT600 Limited Not upheldInsuranceDRN-5561683 The complaint Mr C complains that JCT600 Limited trading as Doncaster Audi (“JCT”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission.... (3 pages)View decision -
Decision Reference DRN-5772647
22 Aug 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5772647 The complaint Mr F1 complains Cabot Credit Management Group Limited won’t negotiate and agree a settlement figure for two debts in his name. He also says Cabot haven’t been transparent for this or given good reasons. Mr F1 is Mr F2’s son – and as I understand it has given pe... (3 pages)View decision -
Decision Reference DRN-5749218
22 Aug 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5749218 The complaint Mrs M complains that Tandem Motor Finance Limited (“TMF”) treated an overpayment she made in 2024 to her finance agreement, as part of a full settlement. This led to them taking unnecessary payments from her. Mrs M also says TMF has failed to provide an accurat... (6 pages)View decision -
Decision Reference DRN-5625387
22 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5625387 The complaint Mr E complains that Creation Consumer Finance Ltd (“Creation”) applied interest to a Buy Now Pay Later (BNPL) purchase he made using credit provided by them. What happened Mr E has a running account credit agreement with Creation. On 28 November 2023, he purcha... (3 pages)View decision -
Decision Reference DRN-5770862
22 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5770862 The complaint Mr C complains about the way NewDay Ltd handled his request for a refund. What happened In September 2024, Mr C contacted NewDay to raise a dispute for a transaction he made on his NewDay credit card in June 2024 for £779. This was for issues he experienced dur... (2 pages)View decision
