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 381082 results
-
Decision Reference DRN-5799078
8 Sep 2025 NewDay Ltd UpheldConsumer CreditDRN-5799078 The complaint Mr B complains NewDay Ltd incorrectly allocated a payment towards the wrong finance agreement, meaning he’s incurred interest charges. What happened Mr B has a revolving credit facility with NewDay to make purchases with a specific retailer. In October 2022, M... (3 pages)View decision -
Decision Reference DRN-5752142
8 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5752142 The complaint Mr E has complained that Lloyds Bank General Insurance Limited unfairly declined a claim under his home insurance policy, accused him of fraud and cancelled his policy. What happened On 13 August 2024 Mr E made a claim to Lloyds. He said his property had been ... (3 pages)View decision -
Decision Reference DRN-5449991
8 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5449991 The complaint Mr A is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel impersonation scam. He was contacted by scammers who claimed to be from HMRC and who said he needed to pay m... (4 pages)View decision -
Decision Reference DRN-5707458
8 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5707458 The complaint Mr F is unhappy with the way Admiral Insurance (Gibraltar) Limited (“Admiral”) handled his home insurance claim following a fire at his property. Mr F had buildings and contents insurance for his flat, underwritten by Admiral. When I refer to what Mr F said, an... (5 pages)View decision -
Decision Reference DRN-5743068
8 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5743068 The complaint Mrs S complains about the delays in receiving her cashback on her TSB Bank plc (“TSB”) account and the service she received when speaking to TSB about this. What happened On 12 August 2024 Mrs S opened a Spend and Save account with TSB which came with a cashba... (3 pages)View decision -
Decision Reference DRN-5566615
8 Sep 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5566615 The complaint Mr and Mrs M complain that Barclays Bank UK PLC offered them a new interest rate on their mortgage at too high a loan to value (LTV) – not taking into account improvements they had made to the property. What happened Mr and Mrs M have a mortgage with Barclays. ... (2 pages)View decision -
Decision Reference DRN-5798559
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5798559 The complaint Mr and Mrs W complain that they have been members/owners of Nationwide Building Society since 1967, and that its record only shows this as being since 1988. They further complain that Nationwide doesn't recognise them as being owners rather than members. W... (2 pages)View decision -
Decision Reference DRN-5748768
8 Sep 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5748768 The complaint Mr S complains because Zurich Insurance Company Ltd (‘Zurich’) has only partially settled his travel insurance claim. All references to Zurich include the agents appointed to handle claims on its behalf. What happened Mr S is insured under a travel insurance po... (3 pages)View decision -
Decision Reference DRN-5784753
8 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5784753 The complaint Mrs K complains Metro Bank PLC have failed to compensate her after she was robbed of the contents of her safety deposit box. Mrs K is being represented by Mr K, but for ease I’ll only talk about Mrs K, even if it might have been Mr K’s comments. What happened... (4 pages)View decision -
Decision Reference DRN-5677251
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5677251 The complaint Mr L complains about the service he received from Nationwide Building Society (“Nationwide”) when he tried to make a cash withdrawal in branch. In particular, he is unhappy that he was asked to speak to a member of its fraud team for over 20 minutes and was the... (3 pages)View decision
