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-5847468
28 Oct 2025 Hood Travel Limited Not upheldInsuranceDRN-5847468 The complaint Mrs D is unhappy with Hood Travel Limited (Hood) as it didn’t automatically renew her travel insurance policy. This left Mrs D with no cover on the policy while travelling and unable to make a claim. Any reference to Hood includes all its agents. What happened ... (3 pages)View decision -
Decision Reference DRN-5861931
28 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5861931 The complaint Mr W complains Starling Bank Limited declined his account application. And by doing so, has failed to reasonably consider his circumstances. What happened Mr W held an account with Starling which was closed in April 2024 due to it being inactive and in arrears.... (3 pages)View decision -
Decision Reference DRN-5849669
28 Oct 2025 Barclays Bank UK PLC Not upheldInvestmentsDRN-5849669 The complaint The estate of Mr H complains that Barclays Bank UK PLC (“Barclays”) provided misinformation regarding where Barclays Asset Management Limited (“BAM”) operate from. What happened In August 2023, the estate contacted BAM to transfer an investment to another bank... (2 pages)View decision -
Decision Reference DRN-5718576
28 Oct 2025 ReAssure Life Limited Not upheldInsuranceDRN-5718576 The complaint Ms R’s complained that ReAssure Life Limited haven’t dealt fairly with the claim she’s made on her critical illness policy. What happened Ms R bought a life and critical illness policy from a company I’ll call S. The policy is now administered by ReAssure. Ms ... (3 pages)View decision -
Decision Reference DRN-4506139
28 Oct 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4506139 The complaint The trustees (Mr and Mrs S) of the S Trust (the ‘Trust’) complain about a failed review in 2021 of a reviewable whole of life policy (‘RWOL’) – Zurich’s Adaptable Life Plan (‘ALP’) which is underwritten by Zurich Assurance Ltd (‘Zurich’). This complaint has bee... (5 pages)View decision -
Decision Reference DRN-5882734
28 Oct 2025 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5882734 The complaint Mr M, through his representative, complains that 1 st Stop/Oplo – now Tandem Personal Loans Ltd trading as Tandem - lent to him irresponsibly. What happened I’ve referred to the loan provider as 1 st Stop as it’s the firm which approved the loan. It was taken o... (4 pages)View decision -
Decision Reference DRN-5568472
28 Oct 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5568472 The complaint Miss O complains that J D Williams & Company Limited (“J D Williams”) irresponsibly provided her with a catalogue account. She says this resulted in the relationship between the parties being unfair. What happened J D Williams provided Miss O with a catalo... (3 pages)View decision -
Decision Reference DRN-5775683
28 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5775683 The complaint Miss B complains that National Westminster Bank Public Limited Company (NatWest) closed her accounts. What happened Miss B had accounts with NatWest. In June 2025, NatWest decided to close Miss B’s accounts. It wrote to her to say it was closing the account imm... (2 pages)View decision -
Decision Reference DRN-5872649
28 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5872649 The complaint Ms D complains that Revolut Ltd won’t refund money she lost when she was the victim of a crypto investment scam. Ms D is being represented by a firm I’ll refer to as ‘B’. What happened The background to this complaint is well known to both parties and so I’ll o... (5 pages)View decision -
Decision Reference DRN-5835315
28 Oct 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5835315 The complaint Mr R complains eBay Commerce UK Ltd (Commerce) delayed a payout from his marketplace balance. What happened Mr R was asked to verify orders and delivery confirmations along with some other information, but after Mr R had done this marketplace suspended his se... (2 pages)View decision