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-5618193
11 Jun 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5618193 The complaint L, a limited company, complains AmTrust Speciality Limited (referred to in the policy documents as AmTrust Europe Limited) unfairly refused to provide a warranty for two properties. L is being represented in bringing this complaint by a director. For ease I’ve ... (4 pages)View decision -
Decision Reference DRN-5614521
11 Jun 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5614521 The complaint Mr M is unhappy Red Sands Insurance Company (Europe) Limited turned down a claim he made on his pet insurance policy. What happened Towards the end of July 2023 Mr M took his dog (D) to the vet. The notes say that was because D had been slowing down over the l... (4 pages)View decision -
Decision Reference DRN-5467694
11 Jun 2025 Scottish Widows Limited Not upheldInsuranceDRN-5467694 The complaint Mrs J complains that Scottish Widows Limited trading as Halifax Financial Services (Halifax) didn’t inform her that her life and critical illness protection policy would continue following the redemption of her mortgage. She says this meant she continued to be ... (3 pages)View decision -
Decision Reference DRN-5618173
11 Jun 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5618173 Complaint Mr R has complained about high-cost short-term credit instalment loans he took out with Gain Credit LLC (trading as “Lending Stream”). He says that these loans were unaffordable and so shouldn’t have been provided to him. Background This complaint centres on the p... (4 pages)View decision -
Decision Reference DRN-5142198
11 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5142198 Complaint Mr E is unhappy that Nationwide Building Society didn’t refund two payments after he told it he’d fallen victim to a scam. Background Mr E entered into an agreement in March 2024 with a company offering to take photographs to form part of a modelling portfolio. The... (2 pages)View decision -
Decision Reference DRN-5265229
11 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5265229 The complaint Mr P complains Revolut Ltd won’t refund the money he lost when he fell victim to a scam. What happened In late 2023, Mr P saw and responded to an online advert for a cryptocurrency investment with a company I’ll refer to as “C”. The advert appeared to show the ... (4 pages)View decision -
Decision Reference DRN-5512987
11 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5512987 The complaint Miss G complains that NewDay Ltd trading as Marbles (“NewDay”) lent her a credit card irresponsibly, and raised the credit limit when she could only afford minimum payments. Miss G is represented by a professional third party, but for ease of reference I’ll ref... (4 pages)View decision -
Decision Reference DRN-5538468
11 Jun 2025 MBNA Limited UpheldBanking and PaymentsDRN-5538468 The complaint Mrs K is unhappy that MBNA Limited didn’t recognise that she had entered an IVA and sold her account to a debt collection agency. What happened Mrs K had a credit account with MBNA. In May 2024, Mrs K entered an IVA. At that time, MBNA should have defaulted Mrs... (3 pages)View decision -
Decision Reference DRN-5557643
11 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5557643 The complaint Mr A complains about the impact to him and the service provided by Barclays Bank UK PLC during its IT outage. What happened During the weekend of 31 January 2025, Barclays suffered an IT outage which affected customers such as Mr A. Mr A told our service he us... (3 pages)View decision -
Decision Reference DRN-5488368
11 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5488368 The complaint Mr D complains that RCI Financial Services Limited, trading as Nissan Finance, didn’t support him when he asked for help managing his repayments due to a change in circumstances. He says this resulted in the lending being unaffordable for him. What happened RC... (3 pages)View decision
