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 369227 results
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Decision Reference DRN-5378489
14 Apr 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5378489 The complaint Mr G complains about a car supplied to him using a hire purchase agreement taken out with N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”). What happened In April 2023, Mr G acquired a used car using a hire purchase agreement with Northridge... (5 pages)View decision -
Decision Reference DRN-5301232
14 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5301232 The complaint Mr T complains that Barclays Bank UK PLC unfairly loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Around March last year, Barclays contacted Mr T to ask him about a payment of £350 received into his account. Barcla... (2 pages)View decision -
Decision Reference DRN-5295553
14 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5295553 The complaint Miss D complains that Barclays Bank UK PLC trading as Barclaycard lent to her irresponsibly. What happened On 6 November 2016, Miss D opened a Barclaycard account as follows: Date Event Credit limit 6 November 2016 Opening limit £3,400 26 June 2017 Credit Limi... (4 pages)View decision -
Decision Reference DRN-5278932
14 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5278932 The complaint Mr H complains that Barclays Bank UK PLC did not refund him after he fell victim to a scam. What happened Mr H, saw an individual boarding up a property near his home. He had concerns that the land was going to be turned into a commercial lot with restaurants a... (4 pages)View decision -
Decision Reference DRN-5208963
14 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5208963 The complaint C complains that Nationwide Building Society did not refund it after it fell victim to a scam. What happened C’s director, Mr H, saw an individual boarding up a property near Mr H’s home. He had concerns that the land was going to be turned into a commercial lo... (3 pages)View decision -
Decision Reference DRN-5162692
14 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5162692 The complaint S complains that Lloyds Bank PLC did not reimburse the funds it lost to a scam. What happened S’s director, Mr H, saw an individual boarding up a property near his home. He had concerns that the land was going to be turned into a commercial lot with restaurant... (2 pages)View decision -
Decision Reference DRN-5481664
14 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5481664 The complaint A company, which I’ll refer to as G, complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘AMEX’) hasn’t reimbursed the money it lost to a scam. Mr P, who is a director of G, brings the complaint on G’s behalf. What happened Mr P says that he made three pay... (2 pages)View decision -
Decision Reference DRN-4929568
14 Apr 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4929568 The complaint Mrs R complains, through her representative Mr R, about Zurich Assurance Ltd. She’s unhappy with how they’ve administered a reviewable whole of life (RWOL) policy she holds with them. What happened Mrs R took out the RWOL policy in 1984. It initially had a sum ... (7 pages)View decision -
Decision Reference DRN-5482176
14 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5482176 The complaint Mrs C has complained about the way her mobile phone insurer, Aviva Insurance Limited (‘Aviva’), dealt with a claim she made on her policy after her phone was stolen. Aviva is the underwriter of this policy i.e., the insurer. During the claim Mrs C also dealt w... (3 pages)View decision -
Decision Reference DRN-5483106
14 Apr 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5483106 The complaint Mr J complains about Royal & Sun Alliance Insurance Limited’s (‘RSA’) handling of his contents insurance claim. References to RSA include its agents. What happened Mr J’s home suffered a fire in June 2024 causing fire and smoke damage inside the property ... (4 pages)View decision
