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 374385 results
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Decision Reference DRN-5623479
13 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5623479 The complaint Mrs M, via a representative, complains that Barclays Bank UK PLC (“Barclays”) didn’t do enough to protect her when she paid what she now believes was a scam, and that it won’t refund the money she lost. What happened Mrs M invested £16,000 into a property devel... (3 pages)View decision -
Decision Reference DRN-5751150
13 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5751150 The complaint Ms Q is unhappy that Nationwide Building Society (‘the Society’) allowed the other joint account holder to close two joint accounts without her knowledge or agreement, after she’d taken steps to prevent this being able to happen. The Society admitted it made a... (3 pages)View decision -
Decision Reference DRN-5752192
13 Aug 2025 esure Insurance Limited UpheldInsuranceDRN-5752192 The complaint Mr H has complained about his car insurer esure Insurance Limited (Esure), he says it handled his claim poorly causing delays and losses. What happened Mr H was involved in accident in June 2024. He notified Esure but was hoping to deal with the matter with th... (3 pages)View decision -
Decision Reference DRN-5712334
13 Aug 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5712334 The complaint Mr A complains about how Lloyds Bank General Insurance Limited (“Lloyds”) declined part of a claim he made on his home insurance policy after he accidentally damaged tiles in his bathroom. What happened Mr A has a home insurance policy with Lloyds. In July 202... (2 pages)View decision -
Decision Reference DRN-5696430
13 Aug 2025 Leeds Building Society Not upheldMortgagesDRN-5696430 The complaint Mr K is unhappy that Leeds Building Society (LBS) says he still has an amount outstanding on his mortgage, that it says needs to be paid. What happened Mr K says he originally took out a mortgage in 1981. The mortgage was with a lender that was a predecessor to... (4 pages)View decision -
Decision Reference DRN-5752131
13 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5752131 The complaint Mr C is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, approved his request for an account balance write-off in 2023, only to later restore the balance of his account and default his account for non-payment. What happened Mr C had a Tesco credit card... (5 pages)View decision -
Decision Reference DRN-5050857
13 Aug 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5050857 The complaint Miss B complains that Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’) won’t refund her the money she lost after she fell victim to a scam. What happened The background to this complaint is well known to both parties and has been laid out in deta... (3 pages)View decision -
Decision Reference DRN-5748665
13 Aug 2025 KIS Financial Solutions UpheldInsuranceDRN-5748665 The complaint Mr A has complained that KIS Financial Solutions trading as Protectyourthings (‘KIS’) failed to set up a landlord home emergency policy for which he’d paid. What happened Mr A purchased a landlord home emergency policy from KIS (acting as an insurance broker),... (3 pages)View decision -
Decision Reference DRN-5663520
13 Aug 2025 Wirex Limited UpheldBanking and PaymentsDRN-5663520 The complaint Mr I is unhappy Wirex Limited won’t refund payments he sent as part of a scam. Mr I brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr I throughout this decision. What happened In 2023 Mr I saw an advert... (5 pages)View decision -
Decision Reference DRN-5197127
13 Aug 2025 Tavistock Asset Management Limited Not upheldInvestmentsDRN-5197127 The complaint Mr N complains that Tavistock Asset Management Limited (TAM) didn’t properly manage the Abacus Medium 6 – DFM (DFM6) portfolio causing him a financial loss. What happened Mr N transferred to a new financial advice firm in 2016. In 2018 he was advised by that f... (4 pages)View decision
