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-5614600
23 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5614600 The complaint Mr S complains that Barclays Bank UK PLC refuses to fully reimburse him for the money he believes he lost in an investment scam. What happened Mr S says that in early 2020, he was introduced to an alleged investment opportunity through a friend. He said that h... (3 pages)View decision -
Decision Reference DRN-5724113
23 Oct 2025 DFS Trading Limited Not upheldInsuranceDRN-5724113 The complaint Mr B complains that DFS Trading Limited (“DFS”) mis-sold a furniture protection plan to him when he bought his sofa. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. In 2022, Mr B ... (3 pages)View decision -
Decision Reference DRN-5836643
23 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5836643 The complaint Mr W has complained about how American Express Services Europe Limited (AESEL) handled a refund claim he made. What happened Mr W made a transaction on a crowdfunding platform I shall call ‘L’ in January 2024 on his AESEL credit card. This was for a robot clean... (3 pages)View decision -
Decision Reference DRN-5901391
23 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5901391 The complaint Mr and Mrs L complain about the amount AXA Insurance UK Plc charged for their home insurance policy. Reference to AXA includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main poin... (4 pages)View decision -
Decision Reference DRN-5902578
23 Oct 2025 Saga Services Limited UpheldInsuranceDRN-5902578 The complaint Mr K complains Saga Services Limited (Saga) mishandled a refund and made administrative failures after he cancelled a motor insurance policy he had taken out. What happened On 5 March 2025 Mr K took out a motor insurance policy using Saga as an intermediary. O... (3 pages)View decision -
Decision Reference DRN-5869971
23 Oct 2025 Zopa Bank Limited UpheldBanking and PaymentsDRN-5869971 The complaint Miss D complained because Zopa Bank Limited refused to refund her for transactions she said she hadn’t authorised. What happened On 24 May 2025, Miss D opened a new credit card with Zopa. She used this for the first time at a supermarket on 31 May, spending £6... (6 pages)View decision -
Decision Reference DRN-5805618
23 Oct 2025 Nationwide Building Society Not upheldMortgagesDRN-5805618 The complaint Mr E and Miss M complain that Nationwide Building Society didn’t tell them there’s a cut off date to accept a new interest rate product for it to be in place the following month. They missed the cut off date and their mortgage went onto Nationwide’s standard mo... (2 pages)View decision -
Decision Reference DRN-5827237
23 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5827237 The complaint Mr P complains that Barclays Bank UK PLC will not refund the money he lost as the result of a scam. Mr P used a representative to make his complaint. For ease of reading, I will refer solely to Mr P in this decision. What happened As both parties are aware of t... (4 pages)View decision -
Decision Reference DRN-5885019
23 Oct 2025 American International Group UK Limited UpheldInsuranceDRN-5885019 The complaint Mr B complains that AMERICAN INTERNATIONAL GROUP UK LIMITED (AIG) unfairly declined a claim he made on his excess protection insurance policy. What happened Mr B bought an excess protection insurance policy with AIG. Following renting a car abroad, Mr B unfortu... (3 pages)View decision -
Decision Reference DRN-5782171
23 Oct 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5782171 The complaint Mr O is unhappy that Domestic & General Insurance Plc (“D&G”) declined his boiler claim. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. Mr O had boiler insurance underwri... (4 pages)View decision