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-5674219
25 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5674219 The complaint Mr H has complained that AWP P&C S.A. (‘AWP’) has declined his claim. All reference to AWP includes any agents acting on its behalf. What happened Mr and Mrs H had a travel insurance policy, underwritten by AWP. They made a claim when Mr H’s baggage was los... (2 pages)View decision -
Decision Reference DRN-5741396
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5741396 The complaint Miss H is unhappy with the customer service she’s received from Barclays Bank UK PLC and the way it handled data relating to her accounts. What happened Miss H had a current account with Barclays. The account had an overdraft facility of around £2,000. This fa... (4 pages)View decision -
Decision Reference DRN-5678180
25 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5678180 The complaint Mrs T, via a representative, has complained that J.P. Morgan Europe Limited trading as Chase (“Chase”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not ... (4 pages)View decision -
Decision Reference DRN-5840928
25 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5840928 The complaint Mr G complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and increased the credit limit on both accounts. What happened The background to this complaint and my initial conclusions were set out in a provisional dec... (5 pages)View decision -
Decision Reference DRN-5785891
25 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5785891 The complaint Mr and Mrs E, Mr E1 and Mr E2 have complained that their travel insurer Inter Partner Assistance SA (‘IPA’) didn’t fully compensate them for the cost of a cruise they weren’t able to go on due to bad weather. We’ve been mainly corresponding with Mr E so, for e... (4 pages)View decision -
Decision Reference DRN-5608635
25 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5608635 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) failed to provide him with sufficient support when he was using his overdraft facility heavily, and struggling financially. What happened Mr A has had a personal current account wit... (2 pages)View decision -
Decision Reference DRN-5764582
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5764582 The complaint Mr V is unhappy that Barclays Bank UK PLC, trading as Barclaycard, reduced the credit limit on his account and didn’t provide a satisfactory explanation as to why they did so. What happened Mr V had a £7,500 credit limit on his Barclays credit account. In Janua... (2 pages)View decision -
Decision Reference DRN-5831455
25 Sep 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5831455 The complaint Mr B complains ClearBank Limited won’t refund the money he lost to a scam. ClearBank Limited partners with Tide to provide accounts for its customers. For ease, I’ve generally referred to Tide in my decision. What happened Mr B says he previously lost a signifi... (4 pages)View decision -
Decision Reference DRN-5822202
25 Sep 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5822202 The complaint Mr H complains that a car he acquired through a hire purchase agreement financed by Blue Motor Finance Ltd (BMF) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise the... (4 pages)View decision -
Decision Reference DRN-5670825
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5670825 The complaint Mr F complains that Revolut Ltd won’t refund the money he said he lost to a scam. What happened The background to this complaint is well known to both parties so I will not repeat it in detail again here. In summary, from November 2019 to May 2020, Mr F made se... (3 pages)View decision