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-5310635
24 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5310635 The complaint X complains that Barclays Bank UK PLC (“Barclays”) closed his accounts without notice. And by doing so, has failed to reasonably consider his circumstances. What happened X had been customer of Barclays for over fifty years, having been taken by his father to ... (4 pages)View decision -
Decision Reference DRN-4569468
24 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4569468 The complaint Mr and Mrs D complain about a reviewable whole of life policy they hold in trust with Zurich Assurance Ltd (“Zurich”). Their complaint concerns a review of the policy carried out in 2021, which resulted in them having to pay a higher premium. They say the size ... (6 pages)View decision -
Decision Reference DRN-5477582
24 Sep 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5477582 The complaint Mr S has complained to Harbour Rock Capital Limited trading as Pension Access about advice he received to transfer his former employer’s occupational pension scheme (‘OPS’) to a Self-Invested Personal Pension (‘SIPP’) with a firm I’ll refer to as Firm A. He say... (9 pages)View decision -
Decision Reference DRN-5837390
24 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5837390 The complaint Ms D complains TSB Bank plc recorded a fraud marker against her and closed her account. She doesn’t think it’s treated her fairly. What happened I issued a provisional decision on this complaint, setting out what I intending to find and why. I invited further c... (4 pages)View decision -
Decision Reference DRN-5838952
24 Sep 2025 MBNA Limited UpheldBanking and PaymentsDRN-5838952 The complaint Mr B complains that MBNA Limited trading as MBNA irresponsibly lent to him. What happened Mr B was approved for an MBNA credit card in November 2014 with a £8,600 credit limit. The credit limit was increased to £13,500 in March 2016. Mr B says that MBNA irrespo... (3 pages)View decision -
Decision Reference DRN-5838987
24 Sep 2025 Handelsbanken plc Not upheldBanking and PaymentsDRN-5838987 The complaint T complain that Handelsbanken plc mis-sold their commercial mortgage in 2018. They said that Handelsbanken led T to believe that once the initial term had ended (which was three years), the mortgage would be switched to a different facility with a term of 25 ye... (3 pages)View decision -
Decision Reference DRN-5368765
24 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5368765 The complaint Mr C complains that Revolut Ltd has declined to reimburse payments he says he didn’t make or allow anyone else to make. What happened Mr C is disputing four payments made in October 2024 using a newly set up Apple Pay. He says he wasn’t involved in setting this... (2 pages)View decision -
Decision Reference DRN-5835163
24 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5835163 The complaint Mrs H complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary, Mrs H fell victim to an investment scam aft... (3 pages)View decision -
Decision Reference DRN-5749009
24 Sep 2025 Marshmallow Financial Services Ltd Not upheldInsuranceDRN-5749009 The complaint Miss A complains about the cancellation of her motor insurance policy arranged through Marshmallow Financial Services Ltd (Marshmallow). She also complains about Marshmallow deeming her vehicle repairable after an accident, repairing the vehicle at an approved ... (7 pages)View decision -
Decision Reference DRN-5613501
24 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5613501 The complaint Mr and Mrs H complain Aviva insurance Limited mis-sold them a private medical insurance policy. What happened Mr and Mrs H took out a private medical insurance policy online in July 2024. The cover is underwritten by Aviva. In November 2024, Mrs H was reviewed ... (3 pages)View decision
