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 364422 results
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Decision Reference DRN-5441824
14 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5441824 The complaint Miss J and Mr C have complained that U K Insurance Limited trading as Direct Line Home Insurance (UKI) unfairly declined a claim under their home insurance policy. As Miss J seemed mainly to deal with the claim and complaint, for ease, I will normally only ref... (2 pages)View decision -
Decision Reference DRN-5178260
14 Apr 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5178260 The complaint Mr B complains about the poor performance of his Group Personal Pension (GPP). He feels this was caused by Aviva Life & Pensions UK Limited (Aviva)’s mismanagement. What happened Mr B took out a GPP with Aviva through his employer. It started in February 20... (5 pages)View decision -
Decision Reference DRN-5449946
14 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5449946 The complaint Miss A complains that Barclays Bank UK PLC trading as Barclaycard unfairly charged interest on her credit card account What happened Miss A has a Barclaycard credit card account. In November 2021, Barclaycard agreed a 12 month reduced repayment plan. During thi... (3 pages)View decision -
Decision Reference DRN-4768704
14 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4768704 The complaint Mr A is unhappy HSBC UK Bank Plc (‘HSBC’) hasn’t refunded him the money he lost after falling victim to an Authorised Push Payment (‘APP’) car purchase scam. Mr A has referred the complaint to this service with the assistance of a family member. For ease of re... (5 pages)View decision -
Decision Reference DRN-5475361
14 Apr 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5475361 The complaint Mrs U says Barclays Bank UK PLC discriminated against her and were unreasonable to decline her loan application based on her immigration status. What happened When Mrs U applied for a loan with Barclays they declined her application and explained that the reas... (2 pages)View decision -
Decision Reference DRN-5395729
14 Apr 2025 esure Insurance Limited Not upheldInsuranceDRN-5395729 The complaint Mr C complains about the way esure Insurance Limited (esure) handled the claim he made under his motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In December 2023 Mr C wa... (2 pages)View decision -
Decision Reference DRN-5431513
14 Apr 2025 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5431513 The complaint Mrs G complains about the level of service provided by Somerset Bridge Insurance Services Limited in regard to her motor insurance policy. What happened Mrs G intended to travel with her family to Europe. She called Somerset Bridge and it confirmed that she wa... (3 pages)View decision -
Decision Reference DRN-5332006
14 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5332006 The complaint Mr and Mrs H complain that Santander UK Plc did not reimburse the £150,000 they say they lost to a scam. What happened Mr and Mrs H attended a property seminar and met an individual who was giving a talk. This individual let them know about an investment opport... (4 pages)View decision -
Decision Reference DRN-5331999
14 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5331999 The complaint Mr and Mrs H complain that Nationwide Building Society did not fully reimburse the £3,000 they say they lost to a scam. What happened Mr and Mrs H attended a property seminar and met an individual who was giving a talk. This individual let them know about an in... (3 pages)View decision -
Decision Reference DRN-5403797
14 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5403797 The complaint Mrs W and Mr W complain about the settlement UK Insurance Limited (UKI) offered them for the total loss of their car following a claim made on their motor insurance policy. Mr W is a named driver on Mrs W’s policy and represents her in this matter. What happen... (3 pages)View decision
