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 382298 results
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Decision Reference DRN-5801366
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5801366 The complaint Mrs T complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money she says was lost as the result of a scam. What happened The background to this complaint isn’t in dispute so I won’t go into detail. But, in summary, this is what I understand to ha... (4 pages)View decision -
Decision Reference DRN-5754150
12 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5754150 The complaint Miss C complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known t... (4 pages)View decision -
Decision Reference DRN-5878712
12 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5878712 The complaint Miss C complains that Santander UK Plc didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well kn... (4 pages)View decision -
Decision Reference DRN-5947333
12 Nov 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5947333 The complaint Miss F complains that INTACT INSURANCE UK LIMITED (“INTACT”) mishandled a claim on a motor insurance policy. What happened From about September 2022, Miss F got a new vehicle on hire from a company specialising in providing vehicles for people living with disa... (4 pages)View decision -
Decision Reference DRN-5939067
12 Nov 2025 Society of Lloyd's Not upheldInsuranceDRN-5939067 The complaint Mr O complains that Society of Lloyd’s (SoL) unfairly declined a claim he made on a motorbike insurance policy following the theft of his quad bike. What happened The details of what happened here are well known to both parties, so I’ll briefly summarise them h... (4 pages)View decision -
Decision Reference DRN-5856779
12 Nov 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5856779 The complaint Mr A complains that a credit card account with Capital One (Europe) plc, and a credit limit increase, were unaffordable for him and that that it was irresponsible for it have lent to him. Mr A is being represented in his complaint by a legal adviser. What happe... (3 pages)View decision -
Decision Reference DRN-5907911
12 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5907911 The complaint Mr A has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In summary, in 2024, Mr A found an investment scheme through an advert on social media, but this was actually a scam. The scammers persua... (3 pages)View decision -
Decision Reference DRN-5924720
12 Nov 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5924720 The complaint Mrs H has complained about the settlement offered by Domestic & General Insurance Plc (‘D&G’) in relation to her audio system under the relevant equipment insurance policy. What happened Mrs H had insurance in place with D&G since 2021 to cover an a... (3 pages)View decision -
Decision Reference DRN-5855807
12 Nov 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5855807 The complaint Mr F complains Sainsbury’s Bank Plc failed to carry out sufficient checks before providing him with a credit card and subsequently increasing his limit. He says had they carried out enough checks they ought to have known the borrowing wouldn’t have been afforda... (3 pages)View decision -
Decision Reference DRN-5822281
12 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5822281 The complaint Mr D complains about Bank of Scotland plc trading as Halifax’s handling of his Section 75 claim. What happened In November 2023, Mr D ordered a new kitchen through a supplier I’ll call “T”, paying a portion on his Halifax credit card. The remainder of the kitc... (6 pages)View decision
