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 381196 results
-
Decision Reference DRN-5865109
7 Oct 2025 Omnilife Insurance Company Limited Not upheldPensions and AnnuitiesDRN-5865109 The complaint Representatives of Mrs M complained to the Omnilife Insurance Company Limited about information provided in respect of her annuity income. What happened Mrs M originally started an annuity with the Hodge Life Assurance Company in December 2002. In April 2023 H... (4 pages)View decision -
Decision Reference DRN-5632270
7 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5632270 The complaint Miss N complains that Barclays Bank UK PLC trading as Barclays unfairly removed her overdraft facility. What happened On 21 September 2024, Barclays wrote to Miss N and explained that it would be removing her £3,000 overdraft. It said it had reviewed her accou... (4 pages)View decision -
Decision Reference DRN-5619665
7 Oct 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5619665 Complaint Mr D complains that First Response Finance Limited (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In January 2022, First Response provided Mr D with f... (3 pages)View decision -
Decision Reference DRN-5622820
7 Oct 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5622820 The complaint Mr D complains Kroo Bank Ltd, recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly in what it did and how it approached things. What happened A summary of what happened is below. On 20 July 2024, se... (3 pages)View decision -
Decision Reference DRN-5830989
7 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5830989 Complaint Mrs T has complained that Lloyds Bank PLC (“Lloyds”) irresponsibly provided a credit card as well and subsequent credit limit increases to her. She says that all of this credit was unaffordable and resulted in her having to borrow further. Background Lloyds initia... (6 pages)View decision -
Decision Reference DRN-5757893
7 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5757893 The complaint Miss E complained that her storm claim was unfairly declined by INTACT INSURANCE UK LIMITED (“INTACT”) under her home insurance policy. What happened Following storms in November 2023 and January 2024, Miss E noticed water entering her home near where her balco... (3 pages)View decision -
Decision Reference DRN-5708503
7 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5708503 The complaint Mr O complains that the app for his account with Barclays Bank UK PLC stopped working on 8 March 2025 preventing him from making a transfer of funds for a deposit and this meant he had to drive 50 miles to access cash from a friend, for which he wants compensat... (2 pages)View decision -
Decision Reference DRN-5630852
7 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5630852 The complaint Mr O has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he says he lost in a scam. What happened Mr O has explained that he was looking to invest and found an online investment company offering financial advice... (3 pages)View decision -
Decision Reference DRN-5775537
7 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5775537 Complaint Mr C has complained about the overdraft charges TSB Bank plc (“TSB”) applied to his current account. He has said that TSB increased his overdraft limit 38 times after it was initially provided to him and which led to him having an overdraft limit that was too large... (5 pages)View decision -
Decision Reference DRN-5822371
7 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5822371 Complaint Mrs T complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into conditional sale agreement with her. She’s said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and this led to a worsening... (5 pages)View decision
