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 381194 results
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Decision Reference DRN-5912853
4 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5912853 The complaint Mrs F complains Santander UK PLC (“Santander”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mrs F ... (2 pages)View decision -
Decision Reference DRN-5674659
4 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5674659 The complaint Mr and Mrs P were unhappy and unaware when they had a claim declined by esure Insurance Limited (“esure”) that it would be recorded for other insurers to see, so potentially increasing their future home insurance premiums. esure were providing a home insurance ... (2 pages)View decision -
Decision Reference DRN-5882565
4 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5882565 The complaint Ms B complains American Express Services Europe Limited (“American Express”) unfairly declined her Section 75 claim, for a transaction made on her credit card. What happened The background to this complaint is well known to both parties, so I won’t repeat it a... (3 pages)View decision -
Decision Reference DRN-5752062
4 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5752062 The complaint Mr W is unhappy that Clydesdale Bank Plc, trading as Virgin Money, have reported missed payments to his credit file. What happened Mr W had a credit card account with Virgin. On 21 August 2023, Mr W spoke with Virgin and explained that he would be unable to mak... (4 pages)View decision -
Decision Reference DRN-5614563
4 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5614563 The complaint Miss B is unhappy Metro Bank PLC will not refund the money she lost as the result of an APP (authorised push payment) scam. Miss B brought her complaint to this service through a representative. For ease of reading, I will refer solely to Miss B in this decisio... (4 pages)View decision -
Decision Reference DRN-5737947
4 Nov 2025 Valour Finance Limited Not upheldConsumer CreditDRN-5737947 The complaint Mr F complains Valour Finance Limited trading as Savvy.co.uk (Savvy) irresponsibly lent to him. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Instead, I’ll provide a brief... (5 pages)View decision -
Decision Reference DRN-5845741
4 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5845741 The complaint Miss W complains that Wise Payments Limited trading as Wise failed to provide her with adequate protection from an investment scam. She wants her losses refunded along with 8% interest and £300 compensation. Miss W is represented by a third party but for ease o... (4 pages)View decision -
Decision Reference DRN-5872980
4 Nov 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5872980 The complaint Mr A has complained about the way Haven Insurance Company Limited dealt with a claim under his car insurance policy. What happened In December 2024 Mr A’s car was damaged in an incident with a third party vehicle. The third party insurer accepted liability and ... (2 pages)View decision -
Decision Reference DRN-5404711
4 Nov 2025 Haven IFA Limited UpheldPensions and AnnuitiesDRN-5404711 The complaint Mrs B, represented by her husband Mr B, complains that Haven IFA Limited failed to provide her with the ongoing investment advice service for which she was charged. What happened The background to the complaint will be well known to both parties, so I’ll only g... (4 pages)View decision -
Decision Reference DRN-5924383
4 Nov 2025 Haven IFA Limited UpheldPensions and AnnuitiesDRN-5924383 The complaint Mr B complains that Haven IFA Limited failed to provide him with the ongoing investment advice service for which he was charged. What happened The background to the complaint will be well known to both parties, so I’ll only give some key details here. Mr B (alo... (5 pages)View decision
