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
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Decision Reference DRN-5822771
26 Sep 2025 RAC Insurance Limited Not upheldInsuranceDRN-5822771 The complaint Mrs T complains about the service she received under her European Roadside Assistance policy with RAC Insurance Limited (RAC) when her vehicle broke down while on holiday. References to RAC in this decision include their agents. What happened Mrs T purchased ... (4 pages)View decision -
Decision Reference DRN-5812149
26 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5812149 The complaint Mr N complains about Starling Bank Limited (“Starling”) for fees that he incurred on an ATM withdrawal, and the way that Starling has handled his request for a challenge to the charge. What happened Mr N held an account with Starling. Whilst travelling overseas... (3 pages)View decision -
Decision Reference DRN-5587783
26 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5587783 The complaint Mr R complains that Bank of Scotland Plc (BoS), trading as Intelligent Finance did not reimburse the funds he says he lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. In summary, ... (4 pages)View decision -
Decision Reference DRN-5657644
26 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5657644 The complaint Mr E complains about unauthorised transactions on his account with Clydesdale Bank PLC, trading as “Virgin Money”. What happened Mr E raised many queries about his accounts with Virgin Money and his account switch to another bank. However, when Mr E came to us ... (2 pages)View decision -
Decision Reference DRN-5831416
26 Sep 2025 QBE UK Limited Not upheldInsuranceDRN-5831416 The complaint A limited company, which I will refer to as B, complains about the handling of its commercial buildings insurance policy by QBE UK Limited. What happened The following is intended only as a summary of the events. Additionally, even though other parties have bee... (5 pages)View decision -
Decision Reference DRN-5816748
26 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5816748 The complaint Miss A has complained esure Insurance Limited (“esure”) hasn’t offered to settle her claim on her motor insurance policy fairly as it hasn’t valued her car correctly after it was deemed beyond economic repair following an accident. All references to esure inclu... (3 pages)View decision -
Decision Reference DRN-5767068
26 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5767068 The complaint Mr N complains that Moneybarn No. 1 Limited irresponsibly gave him a conditional sale agreement he couldn’t afford to repay. What happened In January 2021, Mr N acquired a used car financed by a conditional sale agreement from Moneybarn. The cash price of the c... (3 pages)View decision -
Decision Reference DRN-5827774
26 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5827774 The complaint Mrs D complains about the service she received from Barclays Bank UK PLC trading as Barclaycard. What happened Mrs D has a Barclaycard credit card. In October 2024, she made several balance transfers using Barclaycard’s promotional offer of 0% interest until Ja... (2 pages)View decision -
Decision Reference DRN-5435409
26 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5435409 The complaint K complain Metro Bank PLC (“Metro”) restricted their account when receiving an international payment which referenced an incorrect beneficiary name. And that Metro failed to remove the blocks after K had provided enough information to show the payment was legit... (3 pages)View decision -
Decision Reference DRN-5529889
26 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5529889 The complaint Mr M complains that Monzo Bank Ltd won’t reimburse money he says he lost to a scam. What happened In early January 2023, Mr M was looking for a new job. I understand that he needed to secure a job and sponsorship in order to extend his visa following the compl... (4 pages)View decision
