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 381082 results
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Decision Reference DRN-5811562
25 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5811562 The complaint Miss C is unhappy with how INTACT INSURANCE LIMITED (INTACT) settled a claim made under her contents insurance policy. Any references to INTACT include its agents. What happened Miss C’s engagement ring was lost so she made a claim to INTACT. This was accepte... (3 pages)View decision -
Decision Reference DRN-5475951
25 Sep 2025 Trading 212 UK Limited UpheldInvestmentsDRN-5475951 The complaint Mr S complains Trading 212 UK Limited (‘Trading 212’) caused his ISA transfer to be delayed. He says this caused him distress and Trading 212 ought to compensate him for that. What happened Mr S had a stocks and shares ISA with another provider (‘the other prov... (4 pages)View decision -
Decision Reference DRN-5596350
25 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5596350 The complaint Mr N complains that Barclays Bank UK PLC won’t refund money he lost when he was a victim of a crypto investment scam. Mr N is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll on... (4 pages)View decision -
Decision Reference DRN-5834593
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5834593 The complaint Mr P is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to an investment scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr P here. What happened Mr P saw an inves... (4 pages)View decision -
Decision Reference DRN-5610654
25 Sep 2025 Yoga Insurance Services Limited Not upheldInsuranceDRN-5610654 The complaint Mr and Mrs H complain Yoga Insurance Services Limited inappropriately referred their motor insurance claim to an Accident Management Company. What happened Yoga arranged a motor insurance policy for Mr H. It was provided by an insurer I will refer to as X. His... (3 pages)View decision -
Decision Reference DRN-5631370
25 Sep 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5631370 The complaint Mr and Mrs W complain that Kensington Mortgage Company Limited wouldn’t allow them to take a different interest rate product on their mortgage when a lower rate became available before completion. What happened Mr and Mrs W were buying a new property. Through a... (2 pages)View decision -
Decision Reference DRN-5781657
25 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5781657 The complaint Mr D says HSBC UK Bank Plc (‘HSBC’), has poorly administered his credit card. He complains that he now can’t access it online, which makes it difficult for him to manage it. What happened This complaint is about a credit card that Mr D has with HSBC. In 2024 H... (3 pages)View decision -
Decision Reference DRN-4769361
25 Sep 2025 Best Practice IFA Group Limited Not upheldInsuranceDRN-4769361 The complaint Mr C complains he was mis-sold a whole of life policy by Best Practice IFA Group Limited. He says he was given inaccurate and misleading advice about the affordability of the policy, and the adviser told him his premiums would go up in line with inflation when ... (3 pages)View decision -
Decision Reference DRN-5395816
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5395816 The complaint Mr B is complaining that Barclays Bank UK PLC didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr B here. What happened The circumstances of the com... (3 pages)View decision -
Decision Reference DRN-5734260
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5734260 The complaint Miss W complains that Monzo Bank Ltd (Monzo) lent to her irresponsibly. What happened Miss W has an overdraft with Monzo, the initial lending decision for an overdraft of £250 was made in October 2023. The credit limit was increased between 2023 and 2024 with ... (3 pages)View decision
