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 369227 results
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Decision Reference DRN-5502705
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5502705 The complaint Miss C complains that Barclays Bank UK PLC won’t reimburse her a loss she suffered from an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around May 2024, Miss C... (4 pages)View decision -
Decision Reference DRN-5392301
30 Jun 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5392301 The complaint Mr G has com has complained about charges Lex Autolease Ltd applied at the end of his lease agreement, when he was expecting a rebate. What happened Mr G entered into a car hire agreement with Lex, at a fixed monthly cost, with a mileage allowance. At the end o... (2 pages)View decision -
Decision Reference DRN-5307680
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5307680 The complaint Ms A complains that Barclays Bank UK PLC is holding her liable for transactions which she says she didn’t authorise. What happened Ms A held an account with Barclays. She went on holiday overseas between 31 October 2023 and 7 November 2023 and while she was aw... (3 pages)View decision -
Decision Reference DRN-5545969
30 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5545969 The complaint Mr and Mrs S complain that Nationwide Building Society sent them incorrect information about their current account which caused them distress. What happened Mr and Mrs S said on 4 November 2024 at around 7am they received a text war... (3 pages)View decision -
Decision Reference DRN-5541221
30 Jun 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5541221 The complaint Mr Y has complained about the service provided by BUPA Insurance Limited. What happened The details this complaint are well known to the parties so I won’t repeat them here. Instead I’ll focus on giving reasons for my decision. I am aware that Mr Y wished to ex... (3 pages)View decision -
Decision Reference DRN-5616416
30 Jun 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5616416 The complaint Mr N has complained about the poor service he received from ARAG Legal Expenses Insurance Company Limited trading as DAS Legal Expenses Insurance Company Limited (“DAS”) when his car broke down abroad. What happened Whilst Mr N was driving in Italy in early Oct... (3 pages)View decision -
Decision Reference DRN-5318290
30 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5318290 The complaint Miss I complains NewDay Ltd trading as Marbles (NewDay) acted irresponsibly by failing to conduct proportionate checks prior to approving her for lending. She says had they done they would have seen she wasn’t in a position to handle additional credit. What hap... (6 pages)View decision -
Decision Reference DRN-5656516
30 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5656516 The complaint Mr C and Mrs C complain about Admiral Insurance (Gibraltar) Limited (“Admiral’s”) handing of a claim they made on their buildings insurance policy following an escape of water. The policy is in joint names, but I’ll refer to Mr C throughout my decision since h... (7 pages)View decision -
Decision Reference DRN-5642557
30 Jun 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5642557 The complaint Mr P, Mr P1 and Mrs P complain that Barclays Bank UK PLC misled them about the end date of the tracker interest rate deal on their mortgage, and put in place a fixed rate that they don’t want. They wanted this rate removed from their mortgage. What happened Whi... (3 pages)View decision -
Decision Reference DRN-5469571
30 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5469571 The complaint Mr B complains Moneybarn No.1 Limited (Moneybarn) irresponsibly entered into a car finance agreement because it didn’t carry out reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr B entered into a conditional s... (5 pages)View decision
