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-5247260
21 Aug 2025 Bank of Scotland Plc Not upheldInvestmentsDRN-5247260 The complaint Miss N’s complaint against Bank of Scotland (‘BoS’) is about the advice they gave her in 2008 to invest in a Personal Investment Plan (‘PIP’). What happened In 2008, BoS advised Miss N to invest £100,000 in a Personal Investment Trust. The investment was place... (3 pages)View decision -
Decision Reference DRN-5766934
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5766934 The complaint Mr D is unhappy with Barclays Bank UK Plc trading as Barclaycard’s decision not to refund him the cost of an electrician service he booked from a third party company. What happened Mr D disputes the service he received from a third party company (who I’ve refer... (7 pages)View decision -
Decision Reference DRN-5657661
21 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5657661 The complaint Mr V has complained about U K Insurance Limited trading as Direct Line (UKI)’s decision to record a claim he made as a fault claim. Mr V is a named driver under Mrs V’s Motability insurance policy with UKI. What happened Mr V reported damage to their car to the... (2 pages)View decision -
Decision Reference DRN-5703990
21 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5703990 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited offered him an unfair settlement under a motor insurance policy. What happened Mr M had an Admiral motor insurance policy. In November 2024, he made a claim on his policy after his car was damaged. Admir... (2 pages)View decision -
Decision Reference DRN-5765645
21 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5765645 The complaint Mr and Mrs M complain that Santander UK Plc won’t refund the money they lost as a result of a scam. Mr and Mrs M have been represented in their complaint by their son. What happened Both parties are familiar with the background to this complaint, so I’ll simply... (7 pages)View decision -
Decision Reference DRN-5499557
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5499557 The complaint A limited company, which I’ll call B, complains that the bank unfairly put its bounce back loan (“BBL”) into default and then closed its current account. B was left unable to pay priority bills or obtain the financial information needed for B’s accountant to co... (2 pages)View decision -
Decision Reference DRN-5767922
21 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5767922 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with CA Auto Finance UK Ltd (“CAAF”) was of an unsatisfactory quality. When I refer to what Mr M said and what CAAF said, it should also be taken to include things said on their behalf.... (5 pages)View decision -
Decision Reference DRN-5768842
21 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5768842 The complaint Mr P has complained AXA Insurance UK Plc unfairly declined a claim he made on a home insurance policy which provided cover to his property. What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to deci... (5 pages)View decision -
Decision Reference DRN-5446514
21 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5446514 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to provide him with assistance whilst he was in financial difficulties and trying to sell his house and won’t move his account on to an interest-only mortgage. What happened Mr M took o... (3 pages)View decision -
Decision Reference DRN-5290563
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5290563 The complaint Mr P is unhappy that Barclays Bank UK PLC (“Barclays”) won't refund the money he paid for vehicle that wasn't in the condition he expected. What happened I’m not going to cover all the points raised in detail. The view of 22 January 2025 covered the ... (4 pages)View decision