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-5735522
5 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5735522 The complaint Mrs P has complained that Domestic & General Insurance Plc unreasonably refused to repair her TV under a TV repair policy. Mr P is representing Mrs P and simply for ease of reference given our contact has been only with Mr P, I shall refer to him throughou... (3 pages)View decision -
Decision Reference DRN-5355475
5 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5355475 The complaint Mr S complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he says he lost as the result of multiple scams. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happen... (3 pages)View decision -
Decision Reference DRN-5674747
5 Aug 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5674747 The complaint Mr B has complained about several matters arising out of a loan taken from Clydesdale Financial Services Limited (the ‘Lender’) to pay for a timeshare. What happened In or around October 2007, Mr B – together with his wife – agreed to trade in an existing times... (4 pages)View decision -
Decision Reference DRN-5412097
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5412097 The complaint Mr B is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr B fell victim to a cruel investment scam. He was contacted by the scammers after responding to ... (3 pages)View decision -
Decision Reference DRN-5733829
5 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5733829 The complaint Miss S complains that Aviva Life & Pensions UK Limited has turned down an incapacity claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary... (5 pages)View decision -
Decision Reference DRN-5400788
5 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5400788 The complaint A company, which I’ll refer to as D, complains that Barclays Bank UL PLC won’t reimburse it after it sent funds to an investment scam. Ms M, who is the director of D, brings the complaint on D’s behalf via a professional representative. For ease of reading, I’l... (4 pages)View decision -
Decision Reference DRN-5715095
5 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5715095 The complaint Mr and Mrs O complain that Bank of Scotland plc trading as Halifax (“Halifax”) acted irresponsibly when it increased their joint overdraft limit at various times over a number of years, times when they were struggling financially. What happened Mr and Mrs O ha... (5 pages)View decision -
Decision Reference DRN-5320783
5 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5320783 The complaint Mr J complains that J.P. Morgan Europe Limited trading as Chase (Chase) is refusing to refund him the amount he lost as the result of a scam. Mr J is being represented by a third party. To keep things simple, I will refer to Mr J throughout my decision. What ha... (3 pages)View decision -
Decision Reference DRN-5735550
5 Aug 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5735550 The complaint Mr and Mrs D’s complaint is about the rejection of a claim under her legal expenses insurance cover with FAIRMEAD INSURANCE LIMITED. Mrs D is the main complainant, so I will refer to her throughout. What happened Mrs D purchased her home in 2016. Having moved ... (5 pages)View decision -
Decision Reference DRN-5709463
5 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5709463 The complaint Miss Z has complained that U K Insurance Limited trading as Churchill (UKI) declined a claim she made for storm damage to her roof. What happened Miss Z held a home insurance policy underwritten by UKI. In January 2025 Miss Z made a claim to UKI for storm dama... (3 pages)View decision