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 370149 results
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Decision Reference DRN-5160038
2 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5160038 The complaint Mr M complains about the process National Westminster Bank Plc (‘NatWest’) followed when he asked for a cash withdrawal from his current account. He says the branch staff were rude and unprofessional. What happened Mr M went into his local NatWest branch to wit... (2 pages)View decision -
Decision Reference DRN-5600950
2 Jul 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5600950 The complaint A limited company, which I will refer to as E, complains about the decision of Ageas Insurance Limited in relation to E’s business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended only as a summary... (4 pages)View decision -
Decision Reference DRN-5652373
2 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5652373 The complaint Mr D says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr D took out a loan for £5,000 over 24 months from 118 118 Money on 27 March 2024. The monthly repayments were £366.34 and the total repayable was £8,792.16. ... (2 pages)View decision -
Decision Reference DRN-4680638
2 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-4680638 The complaint Ms J’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (12 pages)View decision -
Decision Reference DRN-5616558
2 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5616558 The complaint Ms D complains about the way that Barclays Bank UK PLC trading as Barclaycard has treated her since she fell into financial difficulties. What happened Ms D holds a credit card account with Barclaycard. She says that following the loss of her job, Barclaycard f... (3 pages)View decision -
Decision Reference DRN-5531625
2 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5531625 The complaint Mr C is unhappy that American Express Services Europe Limited (“AmEx”) won’t reimburse him £100 in line with a promotional offer they had advertised. What happened AmEx launched a promotional offer whereby account holders who had registered for the offer could ... (2 pages)View decision -
Decision Reference DRN-5660377
2 Jul 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5660377 The complaint Mr M is unhappy that Financial & Legal Insurance Company Ltd (“FLICL”) didn’t refund his premium after cancelling his policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. I... (4 pages)View decision -
Decision Reference DRN-5343565
2 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5343565 The complaint Mr H complains Barclays Bank UK PLC (Barclays) should have progressed his chargeback claim for charges relating to an extra day of car hire that he says wasn’t provided. What happened Mr H and his partner booked a packaged holiday to Spain from 30 June 2024 to... (5 pages)View decision -
Decision Reference DRN-5359510
2 Jul 2025 Zurich Insurance PLC UpheldInsuranceDRN-5359510 The complaint Mr and Mrs T complain about the way Zurich Insurance PLC handled a claim they made on their household insurance policy. Any reference to Zurich also includes its appointed agents, such as contractors. What happened Mr and Mrs T made a claim on their policy in S... (3 pages)View decision -
Decision Reference DRN-5625194
2 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5625194 The complaint Mr K complains that a van that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services, wasn’t of satisfactory quality. What happened A used van was supplied to Mr K under a hire purcha... (3 pages)View decision
