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-5757926
2 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5757926 The complaint Mr T is unhappy with a call note recorded by American Express Services Europe Limited (“AmEx”) and with other aspects of the service that he’s received. What happened Mr T called AmEx and explained that the chip in his AmEx credit card had fallen out, possibly ... (3 pages)View decision -
Decision Reference DRN-5748439
2 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5748439 The complaint Mr A is unhappy with the car supplied under the hire purchase agreement with BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (Alphera). When I refer to what Mr A and Alphera have said or did, it should also be taken to include things s... (4 pages)View decision -
Decision Reference DRN-5551060
2 Sep 2025 Lendable Ltd UpheldBanking and PaymentsDRN-5551060 The complaint Miss C complains that Lendable Ltd trading as Zable lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss C applied for a Zable credit card in February 2023. In her application, Miss C said she was em... (3 pages)View decision -
Decision Reference DRN-5744559
2 Sep 2025 One Insurance Limited UpheldInsuranceDRN-5744559 The complaint Mrs K has complained about the way One Insurance Limited (OIL) dealt with her claim under her motor policy following an accident. What happened Mrs K was involved in an accident on 18 September 2024 avoiding a bus where her car was damaged by the grass verge o... (5 pages)View decision -
Decision Reference DRN-5734346
2 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5734346 The complaint Miss P complains about how Admiral Insurance (Gibraltar) Limited handled a claim made on her motor insurance policy. She wants it to reimburse her £600 policy excess. Miss P is represented in this matter by her father, Mr P, a named driver on her policy. What ... (2 pages)View decision -
Decision Reference DRN-5583842
2 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5583842 The complaint Mr K complains Barclays Bank UK PLC acted unfairly by not refunding a payment he made using his debit card. What happened In October 2024, Mr K purchased brake discs from a company I’ll refer to as C. He paid £1,566 using his Barclays debit card. Mr K attempte... (3 pages)View decision -
Decision Reference DRN-5225054
2 Sep 2025 True Potential Investments LLP Not upheldPensions and AnnuitiesDRN-5225054 The complaint Mrs C and Mr C (‘the complainants’) have complained about True Potential Investments LLP (‘TPI’) and True Potential Wealth Management LLP (‘TPWM’). TPWM provided an advisory service to them. TPI managed and administered their assets (pension and non-pension) on... (8 pages)View decision -
Decision Reference DRN-5372416
2 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5372416 The complaint Mr G, who is represented, complains that Lloyds Bank PLC won’t reimburse him funds he says he lost from an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In April 2020... (3 pages)View decision -
Decision Reference DRN-5497063
2 Sep 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5497063 The complaint Mrs P complains J.P. Morgan Europe Limited trading as Chase didn’t do enough to protect her when she fell victim to a safe account scam. What happened Mrs P has a number of accounts including an account with Chase and accounts with banks who I’ll refer to as “R... (3 pages)View decision -
Decision Reference DRN-5583821
2 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5583821 The complaint Ms C complained that Lloyds Bank General Insurance Limited (Lloyds) unfairly categorised a claim under a flood cause as opposed to a storm cause, under her home buildings insurance policy. What happened Ms C said that over the new year in 2024 a significant wea... (3 pages)View decision
