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-5517850
5 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5517850 The complaint Mr O complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr O has previously been represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened Th... (3 pages)View decision -
Decision Reference DRN-5793128
5 Sep 2025 EE Limited UpheldConsumer CreditDRN-5793128 The complaint Ms A complains about the balance owed under a fixed sum loan agreement taken out with EE Limited. What happened In September 2024, Ms A says she couldn’t find her mobile telephone device. So, she went to an EE store to buy a new handset. To pay for the handset,... (3 pages)View decision -
Decision Reference DRN-5328140
5 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5328140 The complaint Miss A complains that Barclays Bank UK PLC won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail he... (5 pages)View decision -
Decision Reference DRN-5796732
5 Sep 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5796732 The complaint Mrs F complains that Great Lakes Insurance UK Limited declined a claim on her pet insurance policy. What happened Mrs F took out a lifetime pet insurance policy for her pet dog. She made a claim on the policy after her dog became unwell. The claim included the ... (3 pages)View decision -
Decision Reference DRN-5616359
5 Sep 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5616359 The complaint Mr P complains that OAKBROOK FINANCE LIMITED (Oakbrook) acted irresponsibly in providing him with personal loans because they were unaffordable for him. What happened Mr P took out the following personal loans with Oakbrook: Date Loan amount Interest rateLoan ... (5 pages)View decision -
Decision Reference DRN-5208030
5 Sep 2025 XTB Limited Not upheldInvestmentsDRN-5208030 The complaint Mr D has complained that his Contracts for Difference (‘CFD’) positions held with XTB Limited (‘XTB’) were unfairly closed due to margin close out. He says he has suffered a loss of £4,412.18. What happened Mr D opened his CFD account with XTB on 21 April 2024... (4 pages)View decision -
Decision Reference DRN-5798312
5 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5798312 The complaint A, a company, complains that HSBC UK Bank Plc hasn’t returned £30,010.01 after it closed its bank account. What happened A had an account with HSBC. In 2023, HSBC restricted the account and carried out a review. It asked A for information about the funds in the... (2 pages)View decision -
Decision Reference DRN-5737939
5 Sep 2025 MTF (NH) Limited UpheldMortgagesDRN-5737939 The complaint Mr K’s complaint relates to damage that was caused to his property in 2024 while it was in the possession of MTF (NH) Limited, his former lender. What happened In February 2022 Mr K took out a bridging loan with MTF. He borrowed £150,000 over twelve months. The... (8 pages)View decision -
Decision Reference DRN-5732267
5 Sep 2025 AWP P&C S.A. UpheldInsuranceDRN-5732267 The complaint Mr P and the estate of Mrs P complain because AWP P&C S.A. has only partially settled their travel insurance claim. They also complain about AWP’s delays in handling the claim. Mr P and the estate of Mrs P’s complaint has been brought to us by a representat... (3 pages)View decision -
Decision Reference DRN-5796771
5 Sep 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5796771 The complaint Mr B and Mrs K complain that ARAG Legal Expenses Insurance Company Limited withdrew cover for a claim on their landlord’s legal expenses insurance policy and failed to pay their legal costs. What happened Mr B are joint policyholders but Mr B has dealt with the... (4 pages)View decision
