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-5288393
24 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5288393 The complaint Mr K complains that Barclays Bank UK PLC hasn’t reimbursed him after he says he fell victim to three cryptocurrency investment scams. What happened The facts of this complaint are well known to both parties, so I will not repeat them again here in detail. The f... (2 pages)View decision -
Decision Reference DRN-5828093
24 Sep 2025 Iwoca Ltd Not upheldBanking and PaymentsDRN-5828093 The complaint Mr F complains that Iwoca Limited (Iwoca) is pursuing him for a debt owed by his limited company, under the terms of a personal guarantee (PG) he says isn’t binding upon him. To put things right, he wants Iwoca to cancel the PG and pay him compensation. What ha... (6 pages)View decision -
Decision Reference DRN-5839268
24 Sep 2025 Iwoca Ltd Not upheldBanking and PaymentsDRN-5839268 The complaint A company I’ll call C complains that it was misled into taking a finance agreement that didn’t meet its needs. What happened In 2023, C approached a broker to obtain finance by way of an unsecured overdraft. When the finance offer came through, the terms were c... (5 pages)View decision -
Decision Reference DRN-5553772
24 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5553772 The complaint Mr E complains Santander UK PLC (“Santander”) refuses to refund him for unauthorised transactions on his account. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In short, Mr E says he discovered two u... (3 pages)View decision -
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
