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 369228 results
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Decision Reference DRN-5092865
10 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5092865 The complaint Mr H complains TSB Bank Plc won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. Mr H is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made ... (3 pages)View decision -
Decision Reference DRN-5331700
10 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5331700 The complaint Ms M is complaining about the amount U K Insurance Limited (‘UKI’) has paid after she made a claim on her contents insurance policy. What happened In November 2022 Ms M contacted UKI to say her house had been burgled and looked to claim for the loss from her co... (3 pages)View decision -
Decision Reference DRN-5319860
10 Mar 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5319860 The complaint Ms K complains that, although she only missed a mortgage payment to Bank of Scotland plc trading as Halifax by a few days, Halifax has recorded this as over a month late. Ms K wanted Halifax to remove this mark from her credit file. What happened Ms K said she ... (3 pages)View decision -
Decision Reference DRN-5222336
10 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5222336 The complaint Mr D complains that Barclays Bank UK PLC trading as Barclaycard lent to him irresponsibly when it gave him a credit card and increased his credit limit. What happened In May 2019, Barclaycard gave Mr D a credit card with a limit of £1,100. In March 2021, it inc... (3 pages)View decision -
Decision Reference DRN-5015271
10 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5015271 The complaint Mrs and Mr H complain that National Westminster Bank Plc (“NatWest”) won’t refund £14,000 they lost to a scam. What happened In August 2019, Mrs and Mr H invested in a company - Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. They found out about the o... (7 pages)View decision -
Decision Reference DRN-5208060
10 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5208060 The complaint Mr and Mrs S complained because Barclays Bank UK PLC refused to refund them for payments they said they hadn’t made. What happened On 17 May 2024, Mr S was on holiday abroad and went to a club. From around 4am there were payments out of Mr and Mrs S’s joint ac... (3 pages)View decision -
Decision Reference DRN-5376020
10 Mar 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5376020 The complaint Mr B complains that Northern Bank Limited trading as Danske Bank (Danske) agreed to lend him money for his sole trader business, only to later change its mind. What happened Mr B told our service that he was told by Danske it was prepared to help him with a bu... (2 pages)View decision -
Decision Reference DRN-5290895
10 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-5290895 The complaint Mrs D complains that Lendable Ltd irresponsibly lent her two loans which she couldn’t afford. What happened Mrs D took out a loan with Lendable in January 2018. She borrowed £5,000 plus a fee over a term of four years. The monthly loan repayments were around £1... (3 pages)View decision -
Decision Reference DRN-5376155
10 Mar 2025 Zurich Insurance PLC UpheldInsuranceDRN-5376155 The complaint Mr D, a landlord, has complained about his let property insurer Zurich Insurance PLC. What happened Mr D arranged cover with Zurich starting in July 2020. In February 2023, Mr D made a claim to Zurich. This was because, after his tenant had vacated the propert... (6 pages)View decision -
Decision Reference DRN-5316005
10 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5316005 The complaint Mr and Ms F complain about Admiral Insurance (Gibraltar) Limited’s decision to turn down a claim made under their buildings insurance policy. Admiral has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of Adm... (3 pages)View decision
