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 365360 results
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Decision Reference DRN-5300479
8 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5300479 The complaint Ms W complains that U K Insurance Limited (“UKI”) withdrew cover for a claim on her legal expenses insurance policy. What happened Ms W made a claim on her legal expenses policy for cover to pursue breach of contract and negligence claims against a contractor a... (3 pages)View decision -
Decision Reference DRN-5222405
8 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5222405 The complaint Mr S complains about Santander UK Plc (Santander) refusing to refund the amount he lost as the result of a scam. Mr S is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened There is limited information on what happened her... (4 pages)View decision -
Decision Reference DRN-5378768
8 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5378768 The complaint Mr A complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled his claim on his motor insurance policy. Admiral are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Admiral h... (2 pages)View decision -
Decision Reference DRN-5456119
8 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5456119 The complaint Miss C says Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’), irresponsibly lent to her. Miss C complains that Barclaycard increased the credit limit on her card without making proper checks. She was only ever paying the minimum amount and thinks th... (5 pages)View decision -
Decision Reference DRN-5325115
8 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5325115 The complaint Mr N complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of a scam. What happened In May 2023, Mr N met a woman on a dating website. They started talking and their relationship developed to the point where they were talking mos... (5 pages)View decision -
Decision Reference DRN-5542367
8 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5542367 The complaint Mrs L complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost after falling victim to a scam. What happened In March 2022, Mrs L was looking for a way to supplement her income and found an investment opportunity advertised on a social media site... (9 pages)View decision -
Decision Reference DRN-5506888
7 May 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5506888 The complaint This complaint has been brought on behalf of the estate of Mr G (who I’ll refer to as Mr G1). The administrator of Mr G1’s estate, who I’ll refer to as Mr G2, says The Mortgage Works (UK) Plc sold Mr G1’s property for less than its market value. What happened M... (3 pages)View decision -
Decision Reference DRN-5522040
7 May 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5522040 The complaint Mr A has complained about the amount Lloyds Bank General Insurance Limited has offered to settle a claim made on his contents insurance policy. Reference to Lloyds includes its agents and representatives. What happened The circumstances of this complaint aren... (4 pages)View decision -
Decision Reference DRN-5421131
7 May 2025 UK Credit Limited Not upheldConsumer CreditDRN-5421131 The complaint Mr C, through a representative, says UK Credit Limited lent to him irresponsibly. What happened Mr C took out a guarantor loan from UK Credit on 27 March 2019. It was for £12,500 over 60 months. The monthly repayment was £389.27 and the total repayable was £23,... (3 pages)View decision -
Decision Reference DRN-5497022
7 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5497022 The complaint Mrs T complains that Barclays Bank UK PLC, trading as Barclaycard, isn’t assisting her in recovering a balance transfer that was credited to the wrong account. Mrs T’s husband is helping her with her complaint. What happened Mrs T intended to make a balance tra... (2 pages)View decision
