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 401363 results
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Decision Reference DRN-5340239
16 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5340239 The complaint Mr and Mrs G complain about Barclays Bank UK PLC. They say that they have been the victim of a scam and would like Barclays to refund them the money they have lost under the Lending Standards Board’s Contingent Reimbursement Model (CRM) Code, to which Barclays... (3 pages)View decision -
Decision Reference DRN-5995241
16 Dec 2025 MoneyGram International Limited Not upheldBanking and PaymentsDRN-5995241 The complaint Miss C complains that MoneyGram International Limited (“MoneyGram”) unfairly closed her profile with it following her raising a dispute regarding a transaction she’d made through it. What happened On 23 June 2025 through her MoneyGram mobile app Miss C instruc... (3 pages)View decision -
Decision Reference DRN-6013558
16 Dec 2025 JAMES HAY ADMINISTRATION COMPANY LIMITED Not upheldPensions and AnnuitiesDRN-6013558 The complaint Mr M’s complaint is about his Self-Invested Personal Pension’s (‘SIPP’s’) commercial property investment (the ‘property’). The SIPP is administered by JAMES HAY ADMINISTRATION COMPANY LIMITED trading as James Hay Partnership (‘JHP’). He alleges failures by JHP ... (10 pages)View decision -
Decision Reference DRN-5753364
16 Dec 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5753364 The complaint Miss S complains about the rate of interest she was offered by Nationwide Building Society (‘Nationwide’) in relation to a personal loan. What happened This complaint is well known to both parties, so I’ll only summarise it here. In early 2025 Miss S took out a... (2 pages)View decision -
Decision Reference DRN-6020157
16 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6020157 The complaint Miss I complains Barclays Bank UK PLC unfairly loaded her to a fraud database. What happened Miss I made some payments during Barclays’ IT outage, and these payments took her overdrawn. Miss I didn’t make any repayments to the overdrawn balance and Barclays c... (3 pages)View decision -
Decision Reference DRN-6005516
16 Dec 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-6005516 The complaint Mr F complains eBay Commerce UK Ltd (Commerce) is holding his money. What happened Mr F was told by eBay Marketplace (marketplace) it was closing his selling account. Commerce then told Mr F it would hold onto the money in his marketplace balance, over £550, ... (3 pages)View decision -
Decision Reference DRN-6023179
16 Dec 2025 Inter Partner Assistance SA UpheldInsuranceDRN-6023179 The complaint Mr G is unhappy with some of the assistance he received from Inter Partner Assistance SA (’IPA’) under his travel insurance policy (‘the policy’) whilst abroad, particularly advice to obtain a police report despite the concerns he’d raised. Mr G is also unhapp... (6 pages)View decision -
Decision Reference DRN-6020414
16 Dec 2025 TSB Bank plc UpheldBanking and PaymentsDRN-6020414 The complaint The estate of Mr H complains TSB Bank plc failed to stop direct debit transactions from debiting Mr H’s account following being informed of Mr H’s passing. The estate of Mr H is represented by an executor, Mrs H. What happened I previously issued my provisional... (3 pages)View decision -
Decision Reference DRN-5799038
16 Dec 2025 Argos Limited Not upheldConsumer CreditDRN-5799038 The complaint Argos Limited trading as Argos Card (“Argos”) provided Miss Q with a store card in March 2019. It had a credit limit of £750 that wasn’t changed during the time Miss Q held the card. Miss Q says the credit was provided irresponsibly. What happened The details ... (2 pages)View decision -
Decision Reference DRN-5846485
16 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5846485 The complaint Mr S complains about the service received by Aviva Insurance Limited while handling a claim he made on his motor insurance policy. Reference to Aviva includes its agents. What happened Mr S held a motor insurance policy with Aviva. When he was involved in an ac... (2 pages)View decision