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-5747931
10 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5747931 The complaint Mr A complains that Barclays Bank UK Plc ought to have done more to protect him from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around early 2019, Mr A was approached b... (3 pages)View decision -
Decision Reference DRN-5442412
10 Sep 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5442412 The complaint Mr I complains that Metro Bank PLC won’t refund the money he lost as the result of a scam. He’s been represented in his complaint by a firm of solicitors. What happened The background to the scam is well known to the parties, so I’ll simply summarise it here. B... (5 pages)View decision -
Decision Reference DRN-5809700
10 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5809700 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) acted unreasonably in connection with a cashback voucher he claimed What happened On 21 February 2025, Mr H requested a £10 cashback voucher via his Virgin app. He didn’t receive it, so he... (3 pages)View decision -
Decision Reference DRN-5371817
10 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5371817 The complaint Mr and Mrs A complain that HSBC UK Bank Plc ought to have done more to protect them from fraud. As Mr A is the principal complainant, for ease, I will refer to him throughout. What happened As the circumstances of this complaint are well-known to both parties, ... (3 pages)View decision -
Decision Reference DRN-5640257
10 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5640257 The complaint Mr H complains that U K Insurance Limited (UKI) added an incident to his driving record although he was unable to make a claim on his motor insurance policy. He wants the record removed and compensation. What happened Mr H informed UKI about an incident involv... (2 pages)View decision -
Decision Reference DRN-5783373
10 Sep 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5783373 The complaint Mr T complains that Tesco Underwriting Limited have declined his claim for a lost ring. What happened Mr T took out a contents policy with Tesco in March 2023. He took out specified items cover in the policy for his partner’s diamond ring following their engage... (4 pages)View decision -
Decision Reference DRN-5592229
10 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5592229 The complaint Mr and Mrs C complain that Bank of Scotland plc trading as Halifax didn’t treat them fairly after the term of their interest only mortgage expired. What happened Mr and Mrs C have an interest only mortgage with Halifax. The term expired in 2023 with an unpaid b... (3 pages)View decision -
Decision Reference DRN-5323386
10 Sep 2025 Quidie Limited UpheldConsumer CreditDRN-5323386 The complaint Miss B complains Quidie Limited trading as Fernovo didn’t treat her fairly when she fell into financial difficulty on her high-cost short-term instalment loan. What happened Miss B took out a high-cost short-term instalment loan with Fernovo in August 2023. Th... (6 pages)View decision -
Decision Reference DRN-5405736
10 Sep 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5405736 The complaint Mr V complains that Trading 212 UK Limited (“T212”) provided him with a contract for difference (CFD) trading facility that was inappropriate for him and then failed to take account of his vulnerabilities to prevent him incurring significant losses. What happe... (6 pages)View decision -
Decision Reference DRN-5808016
10 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5808016 The complaint Mr and Mrs J complain that Admiral Insurance (Gibraltar) Limited declined a claim for storm damage on their buildings insurance policy. Mr and Mrs J were also unhappy with the service provided by Admiral during the claim. What happened Mr and Mrs J raised a cla... (4 pages)View decision