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 380824 results
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Decision Reference DRN-5634632
24 Sep 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5634632 The complaint Mr P complains Computershare Investor Services Plc sold his shares without his consent. What happened Mr P was an employee of Deutsche Bank where he bought additional shares as part of their employee share scheme, Employee Share Ownership Plan (ESOP). When he ... (2 pages)View decision -
Decision Reference DRN-5832898
24 Sep 2025 Lightway Finance Limited UpheldBanking and PaymentsDRN-5832898 The complaint Mr M complains Lightway Finance Limited (Lightway) won’t pay him back £3,000 he paid to one of its accounts. What happened Mr M uses Lightway to send money overseas, and paid £3,000 to an account he’d used before, but Lightway says is no longer in use. Mr M r... (3 pages)View decision -
Decision Reference DRN-5837203
24 Sep 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5837203 The complaint Mr A has complained about Liverpool Victoria Insurance Company Limited’s (LV) handling of a claim on his motor insurance policy. What happened In January 2024 Mr A’s car was damaged in an accident. One of LV’s approved repairers provided an estimate for repair.... (6 pages)View decision -
Decision Reference DRN-5602936
24 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5602936 The complaint Mr S complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened Mr S found an... (3 pages)View decision -
Decision Reference DRN-5693084
24 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5693084 The complaint Mr and Mrs J complain that Advantage Insurance Company Limited (Advantage) unfairly declined a claim they made on a home insurance policy. What happened Mr and Mrs J held a home insurance policy with Advantage. They made a claim for damage caused by a water lea... (4 pages)View decision -
Decision Reference DRN-5742217
24 Sep 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5742217 The complaint Mrs W complains that Santander Consumer (UK) Plc (Santander) hasn’t settled a conditional sale agreement she took out with it fairly. What happened Mrs W took out the conditional sale agreement with Santander in January 2024 for a used car. The cash price of t... (3 pages)View decision -
Decision Reference DRN-5796820
24 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5796820 The complaint Mr B complains that Capital One (Europe) plc took a payment from him which was more than he intended to pay. What happened Mr B holds a credit card with Capital One. On 2 April 2025 Mr B received his credit card statement which showed that his balance was £47.... (2 pages)View decision -
Decision Reference DRN-5696935
24 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5696935 The complaint Mr J complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr J said he was contacted on a mess... (6 pages)View decision -
Decision Reference DRN-5303833
24 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5303833 The complaint Miss M complains Barclays Bank UK PLC (“Barclays”) won’t reimburse the money she paid to a third party for a dress she ordered but when it arrived, she wasn’t happy with the design and fitting. What happened The circumstances that led to this complaint are wel... (3 pages)View decision -
Decision Reference DRN-5821833
24 Sep 2025 Experian Limited UpheldConsumer CreditDRN-5821833 The complaint Mr R complains Experian Limited gave him incorrect advice to help him prevent identity fraud being carried out using his details following him being notified about searches on his credit file. What happened Mr R is a Experian Identity Plus customer. Experian’s ... (3 pages)View decision
