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 401363 results
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Decision Reference DRN-5918411
2 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5918411 The complaint Miss A complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) unfairly declined her claim for damage to her car, under her motor insurance policy. What happened Miss A explained her car suffered from a sudden and catastrophic mechanical failure. This... (3 pages)View decision -
Decision Reference DRN-5640703
2 Nov 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5640703 The complaint Mr and Mrs K complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined their claim and cancelled their home insurance policy, following damage caused by an escape of water. References to Lloyds include its agents and contractors. What h... (5 pages)View decision -
Decision Reference DRN-5823539
1 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5823539 The complaint Mr J complains that Barclays Bank UK PLC opened an incorrect Individual Savings Account (ISA) in April 2023 which meant he could not make any further payments resulting in a loss of interest. What happened Mr J says he asked Barclays to open a fixed rate ISA on... (2 pages)View decision -
Decision Reference DRN-5921295
31 Oct 2025 VIRGIN MONEY UNIT TRUST MANAGERS LIMITED Not upheldInvestmentsDRN-5921295 The complaint The estate of Mr C complains that Virgin Money Unit Trust Managers Limited, trading as Virgin Money, were ‘incompetent’ and failed to communicate when dealing with the settlement of his investment ISA. The complaint is made on behalf of the estate by the late M... (8 pages)View decision -
Decision Reference DRN-4815815
31 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4815815 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under section 140A of the Consumer Credit Act 1974 ... (3 pages)View decision -
Decision Reference DRN-5899182
31 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5899182 The complaint Ms M complains about Lloyds Bank PLC. She says that Lloyds didn’t do enough to protect her when she fell victim to a scam and would like it to refund her in full for the money she has lost. What happened Ms M unfortunately fell victim to an investment scam in... (3 pages)View decision -
Decision Reference DRN-5916494
31 Oct 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5916494 The complaint Mr S complains that Advantage Insurance Company Limited unfairly cancelled his motorcycle insurance. His policy was sold and is administered by a third-party insurance intermediary on Advantage’s behalf and all his correspondence has been with this intermediary... (4 pages)View decision -
Decision Reference DRN-5918254
31 Oct 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5918254 The complaint Mr and Mrs D say Shawbrook Bank Limited (‘Shawbrook’) has unfairly declined a claim they made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In October 2015, Mr and Mrs D purchased a timeshare membership from a timeshare provider (the ‘... (3 pages)View decision -
Decision Reference DRN-5542720
31 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5542720 The complaint Mr A complains that Revolut Ltd won’t refund the money he lost to an investment scam. Mr A was initially represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both p... (9 pages)View decision -
Decision Reference DRN-5921243
31 Oct 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5921243 The complaint Mr A complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund the money he lost to an investment scam. Mr A was initially represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this... (7 pages)View decision