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
-
Decision Reference DRN-5849439
30 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5849439 The complaint Ms W complains Barclays Bank UK PLC (“Barclays”) didn’t do enough to protect her when she fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. In March 2019 Ms W made ... (4 pages)View decision -
Decision Reference DRN-5849548
30 Sep 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5849548 The complaint Mr M complains Vanquis Bank Limited (Vanquis) is holding him liable for transactions made on his account that he says he didn’t make. What happened On 15 May 2024 Mr M raised concerns with Vanquis on discovering unauthorised transactions made on his account. T... (4 pages)View decision -
Decision Reference DRN-5849233
30 Sep 2025 Arkle Finance Limited UpheldConsumer CreditDRN-5849233 The complaint Mr J complains about the amount of money left owing when he ended his car finance agreement with Arkle Finance Limited (“Arkle”) through a voluntary surrender in 2023/4. What happened Mr J entered into a hire purchase agreement for the supply of a used car in a... (5 pages)View decision -
Decision Reference DRN-5476800
30 Sep 2025 WorldPay Limited UpheldBanking and PaymentsDRN-5476800 The complaint A company, which I will refer to as P, complains that WorldPay Limited unreasonably restricted its merchant services account. What happened In March 2024 P had a merchant services account with WorldPay, which enabled P to take payments from its own customers vi... (3 pages)View decision -
Decision Reference DRN-5784695
30 Sep 2025 Covea Insurance plc Not upheldInsuranceDRN-5784695 The complaint Mrs and Mr L complained about Covea Insurance plc. They are not happy about the way it looked to settle a claim under Mrs L’s motor insurance policy. Any reference to Covea includes any agents that it is responsible for unless specified. What happened Mr L, a n... (2 pages)View decision -
Decision Reference DRN-5722081
30 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5722081 The complaint Miss S complains that National Westminster Bank PLC (NatWest) provided her with incorrect information on their website about how to close a savings account. What happened Miss S said the website instructed customers to use online banking, specifically to go to... (3 pages)View decision -
Decision Reference DRN-5650028
30 Sep 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5650028 The complaint Mr S complains that Zempler Bank Limited (Zempler) was irresponsible in granting him, and allowing him to retain, a personal current account overdraft facility, as it was unaffordable for him. What happened Mr S has held a personal current account with Zempler... (4 pages)View decision -
Decision Reference DRN-5846780
30 Sep 2025 RAYMOND JAMES INVESTMENT SERVICES LIMITED UpheldInvestmentsDRN-5846780 The complaint Mr S has complained that Raymond James Investment Services Limited (‘RJIS’) recommended an unsuitable investment strategy, which came at significant cost, across his and his late wife’s investment portfolio. He also complains that RJIS failed to implement the i... (12 pages)View decision -
Decision Reference DRN-5644726
30 Sep 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5644726 The complaint Mr M complained about Financial & Legal Insurance Company Ltd. He isn’t happy about the way it dealt with a claim under his breakdown assistance insurance policy. Any reference to Financial & Legal includes any agents that it is responsible for unless s... (3 pages)View decision -
Decision Reference DRN-5849476
30 Sep 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5849476 The complaint Mr M complains about the way Haven Insurance Company Limited has handled a claim he made on his commercial vehicle insurance policy. What happened Mr M was involved in an accident with a third party (TP) whilst driving in May 2024. His insurance with Haven was ... (3 pages)View decision