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 375868 results
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Decision Reference DRN-5273023
5 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5273023 The complaint Mr G complains that Barclays Bank UK PLC did not reimburse the funds he says he lost to a scam. What happened Mr G got in contact with an individual who had previously carried out work on a property of his. I’ll refer to this individual as ‘X’ for the purposes ... (3 pages)View decision -
Decision Reference DRN-5382484
5 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5382484 The complaint Mr E complains that Wise Payments Limited won’t refund a payment he made for an item he says he didn’t receive. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr E has explained he pu... (4 pages)View decision -
Decision Reference DRN-5640476
5 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5640476 The complaint Mr H has complained that Inter Partner Assistance SA (IPA) declined a claim he made on an annual travel insurance policy and about the level of service he received. What happened Whilst on a trip abroad in December 2024, Mr H unfortunately became unwell and ha... (3 pages)View decision -
Decision Reference DRN-5606207
5 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5606207 The complaint Ms E has complained about a payment U K Insurance Limited (UKI) made as part of a claim under a home insurance policy. References to UKI include companies acting on its behalf. What happened Ms E made a claim under a home insurance policy. As a number of item... (2 pages)View decision -
Decision Reference DRN-5671878
5 Sep 2025 J D Williams & Company Limited UpheldConsumer CreditDRN-5671878 The complaint Mr C complains about the outstanding balance of a catalogue account opened in his name with J D Williams & Company Limited. What happened In October 2022, a catalogue account with JD Williams was opened in Mr C’s name. Over the next few months various items... (4 pages)View decision -
Decision Reference DRN-5604747
5 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5604747 The complaint Miss M complains about how Domestic & General Insurance Plc (DGI) handled and settled a claim she made under an appliance insurance policy following a fault with her heater. What happened Miss M held appliance insurance with DGI for an electric storage hea... (4 pages)View decision -
Decision Reference DRN-5481832
5 Sep 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5481832 The complaint Mr S has complained that Ascot Lloyd Limited hasn’t provided him with the ongoing advice service for his self-invested personal pension (‘SIPP’) which he had paid for. What happened Mr S has a SIPP and he had an arrangement with Ascot Lloyd to provide him with... (5 pages)View decision -
Decision Reference DRN-5637696
5 Sep 2025 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-5637696 The complaint Mr N is unhappy with the outcome of claims he made to Omni Capital Retail Finance Limited (“Omni”) regarding the installation of windows in his property. What happened Mr N entered a contract with a company I’ll call ‘S’ in 2022 for windows to be installed in h... (4 pages)View decision -
Decision Reference DRN-5787485
5 Sep 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5787485 The complaint Miss F complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) misadvised her about the Buy Now Pay Later (“BNPL”) aspect of a loan agreement she took out with them. What happened On 19 November 2022, Miss F took out a f... (3 pages)View decision -
Decision Reference DRN-5698397
5 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5698397 The complaint Ms E is unhappy Monzo Bank Ltd will not refund £17,082.39 that she lost as the result of a scam. Ms E brought her complaint to this service through a representative. For ease of reading, I will refer solely to Ms E in this decision. What happened As both partie... (5 pages)View decision
