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 400695 results
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Decision Reference DRN-5854254
12 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5854254 The complaint Mr D complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) unfairly defaulted his credit card account. What happened Mr D had a credit card with Tesco. In July, August and September 2024 Mr D didn’t make any payments towards the card, despite hav... (3 pages)View decision -
Decision Reference DRN-5865107
12 Nov 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5865107 The complaint Mr S complains that Accelerant Insurance Europe SA/NV UK Branch didn’t refund part of his excess after making a claim on his commercial vehicle insurance policy. What happened Mr S held a commercial vehicle insurance policy with Accelerant. After he was involve... (2 pages)View decision -
Decision Reference DRN-5682858
12 Nov 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5682858 The complaint Miss H and Mr L have complained about The National Farmers' Union Mutual Insurance Society Limited (NFU)’s decision to decline a claim they made for storm damage under their home insurance policy. Miss H is the lead complainant so I have referred to her on... (4 pages)View decision -
Decision Reference DRN-5932138
12 Nov 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5932138 The complaint Mr M complains that Phoenix Life Limited trading as Standard Life (Standard Life) incorrectly processed a withdrawal he wanted to make from his self-invested personal pension (SIPP) and then took over two months to correct his plan’s position. He says the matte... (3 pages)View decision -
Decision Reference DRN-5759841
12 Nov 2025 Atom Bank PLC Not upheldBanking and PaymentsDRN-5759841 The complaint Miss D complains that Atom Bank PLC failed to respond to her request for a letter detailing the interest earned on her two-year fixed-rate savings account. What happened Miss D requested a certificate of interest earned from Atom on her two-year fixed rate sav... (2 pages)View decision -
Decision Reference DRN-5829195
12 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5829195 The complaint Mr L and Mrs L have complained about how U K Insurance Limited (UKI) dealt with a claim under their home insurance policy. References to UKI include companies acting on its behalf. What happened Mr L and Mrs L made a claim for storm damage when a tree fell in... (2 pages)View decision -
Decision Reference DRN-5673990
12 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5673990 Complaint Ms C is unhappy that Barclays Bank UK PLC didn’t reimburse her after she reported falling victim to a an authorised push payment (APP) scam that involved her making payments to one of its customer’s accounts. Background In 2019, Ms C engaged a contractor, referred ... (4 pages)View decision -
Decision Reference DRN-5673749
12 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5673749 Complaint Ms C is unhappy that Lloyds Bank PLC didn’t reimburse her after she reported falling victim to a scam. Background In 2019, Ms C engaged a contractor, referred to in this decision as Company A, to carry out extensive renovation works at her home. Company A had been... (4 pages)View decision -
Decision Reference DRN-5666727
12 Nov 2025 Paynetics UK Limited UpheldBanking and PaymentsDRN-5666727 The complaint Mr N complains that Paynetics UK Limited (“Paynetics”) won’t refund payments made as part of a scam. Mr N has an account with Trading 212. Paynetics provides the debit card offered with this account. The payments in dispute were made on the debit card, so Payn... (3 pages)View decision -
Decision Reference DRN-5879020
12 Nov 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5879020 The complaint Mrs D’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Mrs D says C&G treated her unfairly. What happened The details of this complaint are well known to... (2 pages)View decision