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-5731875
6 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5731875 The complaint Mr and Mrs H complain that Barclays Bank UK PLC won’t refund the money they lost as part of a scam. What happened Mr and Mrs H saw an advert for an investment scheme online; it appeared to be endorsed by a well-known financial journalist. Mr H left his details ... (4 pages)View decision -
Decision Reference DRN-5907918
6 Nov 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5907918 The complaint Mr W says Loans 2 Go Limited (‘Loans 2 Go’) irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a loan. He says that it should have made much better checks before providing the lending. Mr W’... (3 pages)View decision -
Decision Reference DRN-5896412
6 Nov 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5896412 The complaint Mr M says that a secured (third charge) loan he took out in 2020 with Tandem Home Loans Ltd (previously 1 st Stop Home Loans Limited) was unaffordable and irresponsibly lent. Mr M has been represented in bringing this complaint. For ease I will only refer to Mr... (5 pages)View decision -
Decision Reference DRN-5932482
6 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5932482 The complaint Mr H complains Santander UK Plc gave misleading information when he wanted to transfer his ISA to it which has resulted in considerable inconvenience. What happened Mr H has an account with Santander and has done so for around 30 years. His wife has an account ... (2 pages)View decision -
Decision Reference DRN-5932569
6 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5932569 The complaint Mrs H complains Santander UK Plc gave misleading information when she wanted to transfer her ISA to it which has resulted in considerable inconvenience. What happened Mrs H has an account with Santander and has done so for around 30 years. Her husband has an ac... (2 pages)View decision -
Decision Reference DRN-5921728
6 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5921728 The complaint Mr V is being represented by a claims manager. He’s complaining about Barclays Bank UK PLC because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr V fell victim to a cruel impersonation scam after he was contacted by scammers c... (5 pages)View decision -
Decision Reference DRN-5894008
6 Nov 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5894008 The complaint Mr S complains about how Zurich Insurance Company Ltd (“Zurich”) handled a claim he made under his travel insurance policy. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focus on the re... (2 pages)View decision -
Decision Reference DRN-5838635
6 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5838635 The complaint Mr M complains about a delay by Lloyds Bank PLC in telling him about the availability of statements, sending a letter to him using his initial, and failing to call him back. What happened In June 2025, Lloyds sent Mr M a letter advising him that when he closed ... (2 pages)View decision -
Decision Reference DRN-5832938
6 Nov 2025 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-5832938 The complaint Mr G complains that Advisory Insurance Brokers Limited trading as Footman James (“Footman James”) didn’t explain the need for a tracker to be fitted to one of his vehicles, and didn’t check he’d fitted it, which subsequently led to his claim being declined by h... (3 pages)View decision -
Decision Reference DRN-5665808
6 Nov 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5665808 The complaint Mr E complains that J.P. Morgan Europe Limited (which trades in this case under its Chase brand) blocked and then closed his accounts without giving him notice that it was doing so and without explaining its reasons. What happened Mr E held a current and saving... (2 pages)View decision