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 392389 results
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Decision Reference DRN-5570832
17 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5570832 The complaint Mr D complains Barclays Bank UK PLC (“Barclays”) refuses to refund him for transactions on his account he says he didn’t authorise. Mr D has appointed a professional representative who has brought this complaint on his behalf. However, for ease, I will simply r... (3 pages)View decision -
Decision Reference DRN-5760159
17 Sep 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5760159 The complaint Mr E is unhappy with the service provided on the phone by Zempler Bank Limited (‘ZBL’). And he says it failed to update his details when he asked, meaning letters about him were sent to the wrong address. What happened Around January 2025 Mr E called ZBL to ch... (2 pages)View decision -
Decision Reference DRN-5818377
17 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5818377 The complaint Mr and Mrs W complain that Nationwide Building Society (Nationwide) was irresponsible in granting them a personal current account overdraft, as it was unaffordable for them. Mr and Mrs W also complain that their relationship with Nationwide was unfair as they w... (4 pages)View decision -
Decision Reference DRN-5719556
17 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5719556 The complaint Miss F is unhappy with the way Intact Insurance UK Limited (“IIL”) trading as More Th>n handled her claim following a fire at her home. Miss F is represented by Mrs F. For ease of reading, I’ll simply refer to Miss F throughout my decision. Any reference to ... (3 pages)View decision -
Decision Reference DRN-5726716
17 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5726716 THE COMPLAINT Mr M complains Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr M is represented by Refundee in this matter. However, where appropriate, I will refer to Mr M solely in this decision for ease of reading. WH... (4 pages)View decision -
Decision Reference DRN-5821893
17 Sep 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5821893 The complaint Mr E complains that Watford Insurance Company Europe Limited declined a claim and cancelled his policy. What happened The events are well known to both parties so I won’t go into them in detail here. In summary, Mr E bought a car in August 2023. He took out a n... (4 pages)View decision -
Decision Reference DRN-5824258
17 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5824258 The complaint Mr D is unhappy with how Nationwide Building Society handled a Data Subject Access Request (‘DSAR’) in relation to a credit card. What happened In May 2024 Nationwide wrote to Mr D and said it was reducing the credit limit on his credit card. It explained this... (2 pages)View decision -
Decision Reference DRN-5660006
17 Sep 2025 INSURE & GO INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-5660006 The complaint Mr H has complained that INSURE & GO INSURANCE SERVICES LIMITED mis-sold him an annual travel insurance policy. What happened Mr H took out the policy over the phone on 16 April 2024 with an agreed start date of 13 June 2024. He and his wife were due to g... (2 pages)View decision -
Decision Reference DRN-5676158
17 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5676158 The complaint Mr S complains that Barclays Bank UK PLC (Barclays) incorrectly stopped a cheque from being processed. He says this has caused him distress, anxiety and inconvenience and he would like compensation. What happened Mr S presented a cheque to Barclays to pay some ... (3 pages)View decision -
Decision Reference DRN-5741731
17 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5741731 The complaint Mr K complains about Admiral Insurance (Gibraltar) Limited (“Admiral”) for declining his claim for damage to his roof. He wants Admiral to reconsider his claim. What happened Mr K lives in a semi-detached home with a dormer window upstairs. This has a flat felt... (4 pages)View decision