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 381082 results
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Decision Reference DRN-5340818
24 Jul 2025 National House-Building Council UpheldInsuranceDRN-5340818 The complaint Mr and Mrs S complain National House Building Council’s (NHBC) handling of their building warranty claim has caused them loss and distress. Mr and Mrs S are both complainants, but as Mr S has been the main correspondent and for ease of reading, I’ve generally ... (7 pages)View decision -
Decision Reference DRN-5673761
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5673761 The complaint Mr S complains Barclays Bank UK PLC’s IT outage inconvenienced him. What happened There was an IT outage at Barclays over the weekend of 31 January to 2 February 2025. During this time Mr S says he had problems with his app, couldn’t check when his payment wa... (3 pages)View decision -
Decision Reference DRN-5709599
24 Jul 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5709599 The complaint Ms P on behalf of A, a limited company, complains that AmTrust Speciality Limited (“AmTrust”) has treated it unfairly in relation to a legal expenses insurance claim under its business insurance. Any reference to Ms P, A, or AmTrust includes respective agents a... (4 pages)View decision -
Decision Reference DRN-5498838
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5498838 The complaint Miss W complains Barclays Bank UK PLC trading as Tesco Bank (Tesco) failed to carry out a reasonable assessment of her credit worthiness before it approved a credit card account for her. What happened Miss W says Tesco approved a credit card account for her in ... (3 pages)View decision -
Decision Reference DRN-5709902
24 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5709902 The complaint Mr R complains that Bank of Scotland plc, trading as Intelligent Finance, won’t reimburse him for all of the payments he made to a scam. Mr R’s complaint is brought by a professional representative but for ease I will refer only to Mr R in this decision. What... (4 pages)View decision -
Decision Reference DRN-5711465
24 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5711465 The complaint Mr B complains Barclays Bank UK PLC allowed him to spend more money than he had. What happened Barclays had an IT outage, and Mr B was able to spend more money than was in his account. Mr B complained to Barclays and spoke to it over the phone where he was of... (4 pages)View decision -
Decision Reference DRN-5512429
24 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5512429 The complaint Mrs H complains that HSBC UK Bank Plc, trading as first direct bank, won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In late 2021, Mrs H was looking to purchase a motorhome and started speaking to a dealer. S... (4 pages)View decision -
Decision Reference DRN-5027972
24 Jul 2025 Alpha Real Property Investment Advisers LLP Not upheldInvestmentsDRN-5027972 The complaint Mr A complains that Alpha Real Property Investment Advisers LLP trading as Time Investments (Time) has suspended a fund in which he has money invested. What happened In late 2023 Mr A tried to sell his investment in the ARC TIME Freehold Income Authorised Fund ... (2 pages)View decision -
Decision Reference DRN-5122768
24 Jul 2025 Embark Investment Services Limited UpheldInvestmentsDRN-5122768 The complaint Mrs P complains that Embark Investment Services Limited trading as Scottish Widows platform merged two of her Individual Savings Accounts (ISAs). What happened In early 2022 Mrs P saw that her two ISAs had been merged into one account without prior notice. Scot... (2 pages)View decision -
Decision Reference DRN-5279115
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5279115 The complaint Mrs C complains that Barclays Bank UK PLC won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In mid-2024, Mrs C was looking to get some building work done at her property. She saw a builder had been doing work a... (4 pages)View decision
