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
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Decision Reference DRN-5750413
30 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5750413 The complaint Mrs D complains that Barclays Bank UK Plc trading a Tesco Bank (‘Tesco’) mistakenly processed her direct debit when she’d already paid her credit card bill, and Tesco didn’t provide an explanation for this. Mrs D wants and explanation and for the sums taken by ... (3 pages)View decision -
Decision Reference DRN-5844228
30 Sep 2025 Hampshire Trust Bank Plc Not upheldMortgagesDRN-5844228 The complaint Mr G is unhappy about poor administration and communication by Hampshire Trust Bank Plc trading as HTB, after his secured loan had been redeemed. He says this caused him financial losses and avoidable distress and anxiety. What happened Mr G had a secured loan ... (3 pages)View decision -
Decision Reference DRN-5846111
30 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5846111 The complaint Mr H complains about how Inter Partner Assistance SA (‘IPA’) handled a claim under his travel insurance policy when he experienced a medical emergency abroad. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What... (5 pages)View decision -
Decision Reference DRN-5844682
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5844682 The complaint Miss A complains that Nationwide Building Society unfairly loaded an adverse fraud marker against her name and closed her bank account. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mi... (5 pages)View decision -
Decision Reference DRN-5849071
30 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5849071 The complaint Mrs S complains U K Insurance Limited trading as Direct Line for Business unfairly cancelled her landlord insurance policy. What happened Mrs S held a landlord insurance policy with UKI, covering three rental properties owned by her. In July 2024, Mrs S said sh... (4 pages)View decision -
Decision Reference DRN-5849046
30 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5849046 The complaint Ms D has complained about the way Aviva Insurance Limited (trading as Homeserve, who I will refer to as ‘Aviva’) handled her home emergency claims What happened Ms D took out a Plumbing and Drainage Plus policy with Aviva commencing in July 2023. Between 11 Jul... (3 pages)View decision -
Decision Reference DRN-5813551
30 Sep 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5813551 The complaint Miss W complains Ikano Bank AB (publ) (Ikano) failed to carry out appropriate financial checks before it approved a store card account for her. What happened Miss W says Ikano approved a store card account for her in April 2019 with a credit limit of £200, alth... (3 pages)View decision -
Decision Reference DRN-5832880
30 Sep 2025 BISL Limited UpheldInsuranceDRN-5832880 The complaint Mr R has complained about BISL Limited. It acts as an intermediary and provided branded motor insurance policies to Mr R in 2023 and 2024. He is unhappy about certain actions it took and interactions which occurred with it in 2024 regarding three policies, one ... (3 pages)View decision -
Decision Reference DRN-5818365
30 Sep 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5818365 The complaint Mr B is unhappy that Liverpool Victoria Financial Services Limited (LV) haven’t paid a benefit when he claimed on his income protection policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instea... (2 pages)View decision -
Decision Reference DRN-5586647
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5586647 The complaint Miss S complains Monzo Bank Ltd won’t refund transactions made from her account which she says she didn’t make or authorise. What happened On 19 March 2025, four transactions were made from Miss S’ account totalling £1,580. Miss S reported them to Monzo as fra... (3 pages)View decision