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 375119 results
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Decision Reference DRN-5695421
2 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5695421 The complaint Mrs O complains that Shop Direct Finance Company Limited, trading as very, lent to her irresponsibly when they provided her with a running credit account. What happened In December 2021, Mrs O was provided with a credit account by Shop Direct with an initial c... (3 pages)View decision -
Decision Reference DRN-5791968
2 Sep 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5791968 The complaint Mr G complains Fairmead Insurance Limited (“Fairmead”) has failed to fully settle his claim for damage under his property insurance policy. He says Fairmead is unfairly directing him to make a new claim instead of carrying out repairs as part of his previous cl... (5 pages)View decision -
Decision Reference DRN-5793444
2 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5793444 The complaint Mr B complains that Barclays Bank UK PLC (‘Barclays’) declined to refund him £5,250 which he lost as a result of a scam. What happened In August 2025, I wrote to both parties to outline my initial thoughts on this dispute. The following is an extract from my pr... (5 pages)View decision -
Decision Reference DRN-5612907
2 Sep 2025 St. James's Place Wealth Management Plc Not upheldInsuranceDRN-5612907 The complaint Mrs P and Mr P are represented by a claims management company (‘CMC’) in bringing their complaint. They say that an adviser - for which St. James's Place Wealth Management Plc (‘SJP’) takes responsibility – mis-sold them an assurance policy in April 1993 t... (4 pages)View decision -
Decision Reference DRN-5459092
2 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5459092 The complaint Mrs K complains that National Westminster Bank Public Limited Company failed to treat her fairly regarding a credit card payment she made. What happened Mrs K booked a package holiday via a tour operator, which I’ll refer to as “J”, for her family. An initial ... (5 pages)View decision -
Decision Reference DRN-5156594
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5156594 The complaint Mr H complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (4 pages)View decision -
Decision Reference DRN-5496489
2 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5496489 The complaint Mr K is unhappy TSB Bank plc blocked and then closed his account without any notice and recorded a CIFAS marker against him. What happened TSB received a report of fraud on Mr K’s account on 10 October 2024 and the account was blocked whilst TSB investigated. ... (3 pages)View decision -
Decision Reference DRN-5793470
2 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5793470 The complaint Mr A has complained that Legal and General Assurance Society Limited (“L&G”) declined a claim he made under his group income protection policy. What happened Mr A was employed in a managerial capacity from 2017 until November 2024 when he left his employmen... (3 pages)View decision -
Decision Reference DRN-5694243
2 Sep 2025 QIC Europe Ltd Not upheldInsuranceDRN-5694243 The complaint Mr G’s complaint is about a claim he made on his QIC Europe Ltd (‘QIC’) legal expenses insurance policy. Mr G says QIC treated him unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, ... (3 pages)View decision -
Decision Reference DRN-5665030
2 Sep 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5665030 The complaint Mr G and Mr K complain that Haven Insurance Company Limited (‘Haven’) voided their motor insurance policy and didn’t pay their theft claim. Mr G is the named policyholder and Mr K is a named driver. For ease of reading, references to ‘Mr G’ include submissions... (4 pages)View decision
