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-5786309
24 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5786309 The complaint Mr C complains that Barclays Bank UK PLC, trading as Barclaycard, have increased the interest rate on his credit account, and is also unhappy about several other matters. What happened In October 2024, Mr C complained to Barclays that they had increased the int... (3 pages)View decision -
Decision Reference DRN-5448279
24 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5448279 The complaint Mr Y complains on behalf of ‘G’, a limited company, that Wise Payments Limited (‘Wise’) closed G’s business account without explanation. To put things right, G wants compensation for the loss of profit. What happened G had a business account with Wise. At the... (3 pages)View decision -
Decision Reference DRN-5818772
24 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5818772 The complaint Mr F is unhappy Zurich Assurance Ltd declined a claim on his income protection policy. What happened Mr F had a group income protection policy underwritten by Zurich Assurance Ltd (Zurich) with a deferred period of 26 weeks. In July 2023 he became absent from... (4 pages)View decision -
Decision Reference DRN-5664048
24 Sep 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5664048 The complaint Mrs H complains that Home Retail Group Card Services Limited trading as Argos Financial Services (Argos) increased her credit limit. What happened In November 2022, Mrs H was provided with a store card by Argos, which allowed her to purchase goods up to a cred... (4 pages)View decision -
Decision Reference DRN-5794578
24 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5794578 The complaint Mr and Mrs K have complained that AWP P&C S.A. has declined a claim they made on a travel insurance policy. As it is Mr K leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr and Mrs K were on a trip abroad i... (3 pages)View decision -
Decision Reference DRN-5622764
24 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5622764 The complaint Mr and Mrs K’s complaint relates to mortgages they have with Barclays Bank UK PLC. They are unhappy that when they wanted to attach a new interest rate product to their mortgages in the autumn of 2022, they were not made aware that they could have done so via a... (4 pages)View decision -
Decision Reference DRN-5832996
24 Sep 2025 AXIS Specialty Europe SE UpheldInsuranceDRN-5832996 The complaint Mr K complains that AXIS Specialty Europe SE declined a claim for storm damage on his commercial property insurance policy. Where I refer to AXIS, this includes its agents and claims handlers acting on its behalf. What happened Mr K made a claim on his policy i... (3 pages)View decision -
Decision Reference DRN-5610720
24 Sep 2025 Wakam UpheldInsuranceDRN-5610720 The complaint Ms D complains that Wakam has unfairly declined a claim under her pet insurance policy. Where I refer to Wakam this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to this complai... (4 pages)View decision -
Decision Reference DRN-5754723
24 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5754723 The complaint Mr and Mrs M are unhappy that Inter Partner Assistance SA (IPA) declined their travel insurance claim. Any reference to IPA includes all its agents. What happened Mr and Mrs M took a single trip travel insurance policy in November 2024. The policy is underwritt... (3 pages)View decision -
Decision Reference DRN-5613393
24 Sep 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5613393 The complaint Miss R complains Plata Finance Limited (Plata) didn’t sufficient check she could afford the repayments before they agreed to lend to her. What happened In October 2023 Miss R entered into a Fixed Sum loan agreement with Plata for £20,000. After interest and cha... (4 pages)View decision
