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 360982 results
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Decision Reference DRN-5244395
12 Mar 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5244395 The complaint Mr B complains that Oodle Financial Services Limited was irresponsible in its lending to him. He wants all interest and charges paid refunded along with 8% simple interest and any adverse information regarding this lending removed from his credit file. Mr B is ... (4 pages)View decision -
Decision Reference DRN-5391546
12 Mar 2025 Lendable Ltd UpheldConsumer CreditDRN-5391546 The complaint Mr F complains that lendable Ltd lent irresponsibly when it approved three loan applications he made between 2021 and 2023. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr F applied f... (4 pages)View decision -
Decision Reference DRN-5339827
12 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5339827 The complaint Mr K is unhappy West Bay Insurance Plc turned down a claim he made on his pet insurance policy. What happened Mr K has pet insurance with West Bay taken out in February 2023. In May 2024 he claimed on his policy for the cost of surgery his dog had to remove two... (3 pages)View decision -
Decision Reference DRN-5276084
12 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5276084 The complaint Mr U complains that Barclays Bank UK PLC, trading as Barclaycard, have miscalculated the balance of his account. What happened Mr U complained to Barclays because he felt they had miscalculated the balance of his account and so had been charging him interest on... (2 pages)View decision -
Decision Reference DRN-5331724
12 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5331724 The complaint Mr A is unhappy with what Advantage Insurance Company Limited did after he contacted it about a claim he made on his motor legal expenses insurance. What happened Mr A has motor insurance with Advantage which includes motor legal expense cover (provided by a d... (3 pages)View decision -
Decision Reference DRN-5203518
12 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5203518 The complaint Mr S is complaining that Barclays Bank UK PLC didn’t do enough to prevent him from falling victim to a scam – and hasn’t reimbursed him for the full amount of the payments he made to the scam after he reported it. The complaint is brought on Mr S’s behalf by a ... (3 pages)View decision -
Decision Reference DRN-5374672
12 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5374672 The complaint Mrs L has complained about a transfer of their Zurich Assurance Ltd personal pension to a small self-administered scheme (“SSAS”) in 2014. Mrs L’s SSAS was subsequently used to invest in commercial property overseas through The Resort Group (‘TRG’). The investm... (18 pages)View decision -
Decision Reference DRN-5389247
12 Mar 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5389247 The complaint Mr W complains that Sainsbury’s Bank Plc’s strong customer authentication (SCA) process unfairly prevented him from using his credit card account. What happened I issued a provisional decision setting out what happened and what I thought about the complaint. I’... (4 pages)View decision -
Decision Reference DRN-5186748
12 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5186748 The complaint Mr A complains that American Express Services Europe Limited (Amex) unreasonably suspended and then closed his credit card account and demanded repayment in full. He says they tried to coerce him in to making a false and defamatory statement. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5186764
12 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5186764 The complaint G, a limited company, complains that American Express Services Europe Limited (Amex) unreasonably suspended and then closed their credit card account and demanded repayment in full. G is represented by a director, Mr A. What happened G held a credit card acco... (3 pages)View decision
