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 375868 results
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Decision Reference DRN-5726164
31 Jul 2025 Acasta European Insurance Company Limited UpheldInsuranceDRN-5726164 The complaint Miss S complains that Acasta European Insurance Company Limited (‘Acasta’) declined a claim under a furniture warranty. Acasta used a third party company to administer these plans and handle claims, and most of Miss S’s correspondence has been with this company... (3 pages)View decision -
Decision Reference DRN-5497451
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5497451 The complaint Ms M has complained about credit limit increases Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) provided to her. Ms M says she was barely making the minimum repayment amounts and so the increases were unaffordable. Ms M has also said the interest r... (7 pages)View decision -
Decision Reference DRN-5508393
31 Jul 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5508393 The complaint Mr S and Mrs T complain that Barclays Bank UK PLC gave them incorrect information about when an early repayment charge (ERC) would apply if they repaid their buy-to-let mortgage. What happened In 2020, Mr S and Mrs T took out a buy-to-let mortgage with Barclays... (3 pages)View decision -
Decision Reference DRN-5400938
31 Jul 2025 H V Financial Planning Ltd Not upheldPensions and AnnuitiesDRN-5400938 The complaint Mrs K complains that H V Financial Planning Ltd (‘HV’) provided poor advice in relation to her pension and investments. She says her investments have not achieved the targeted growth and believes she was placed in the wrong funds from the outset. She says her b... (8 pages)View decision -
Decision Reference DRN-5724271
31 Jul 2025 H V Financial Planning Ltd Not upheldInvestmentsDRN-5724271 The complaint Mr K complains that H V Financial Planning Ltd (‘HV’) provided poor advice in relation to his pension and investments. He says his investments have not achieved the targeted growth and believes he was placed in the wrong funds from the outset. He says his best ... (8 pages)View decision -
Decision Reference DRN-5723303
31 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5723303 The complaint Mr A and Mrs F’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) an... (12 pages)View decision -
Decision Reference DRN-5681628
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5681628 The complaint Miss M complains Barclays Bank UK PLC’s IT outage meant she overspent and went into an unarranged overdraft. What happened There was an IT outage at Barclays over the weekend of 31 January to 2 February 2025. Miss M received a payment of £900 on 31 January 20... (3 pages)View decision -
Decision Reference DRN-5545945
31 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5545945 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax (‘Halifax’), won’t refund the money he lost as a result of what he believes was an ‘Authorised Push Payment’ (‘APP’) property investment scam. Mr S brings his complaint with the assistance of a profe... (4 pages)View decision -
Decision Reference DRN-4975142
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4975142 The complaint Miss A is unhappy Wise Payments Limited (“Wise”) hasn’t reimbursed her after she fell victim to an employment scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail again here. However, ... (3 pages)View decision -
Decision Reference DRN-5726990
31 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5726990 The complaint Mrs B complains that U K Insurance Limited trading as Direct Line (‘UKI’) didn’t tell her that her policy cover could change in the future which meant her daughter wouldn’t be covered when she passed her driving test. What happened Mrs B took out a motor insur... (3 pages)View decision
