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-5936647
10 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5936647 The complaint Mrs B complains Nationwide Building Society (“Nationwide”) refuses to refund her for a transaction 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 these in detail here. In... (2 pages)View decision -
Decision Reference DRN-5812049
10 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5812049 The complaint Mr Q, who is represented by a third party complains that NewDay Ltd (‘NewDay’), trading as Aqua, irresponsibly granted him a credit card account he couldn’t afford to repay. What happened Mr Q entered into an agreement with NewDay to have access to credit by w... (3 pages)View decision -
Decision Reference DRN-5871304
10 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5871304 The complaint Mr M says he was misled by AMERICAN EXPRESS SERVICES EUROPE LIMITED (AMEX) regarding a change to the minimum spending threshold required to earn a promotional travel voucher. What happened Mr M said he’s held an AMEX card for over 20 years and regularly spends ... (3 pages)View decision -
Decision Reference DRN-5846950
10 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5846950 The complaint Mrs W complained that Aviva Insurance Limited (“Aviva”) unfairly declined her claim for damage caused by a storm, under her home insurance policy. What happened Mrs W made a claim to Aviva when bad weather caused rainwater to enter through her flat roof and sub... (2 pages)View decision -
Decision Reference DRN-5843457
10 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5843457 The complaint Mr C complains that Santander UK Plc won’t refund him the money he lost in an investment scam. Mr C is being represented by a professional representative, but for ease of reading I’ll just refer to Mr C. What happened The background to Mr C’s complaint is well-... (3 pages)View decision -
Decision Reference DRN-5841923
10 Nov 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5841923 The complaint C complains about Prepay Technologies Ltd (“Mettle”) for declining a transaction for a visa. C wants Mettle to pay compensation for the additional costs C incurred. What happened C holds a business account with Mettle. In September 2024, C had a transaction dec... (2 pages)View decision -
Decision Reference DRN-5939466
10 Nov 2025 EE Limited Not upheldConsumer CreditDRN-5939466 The complaint Mr A complains about the information given to him, before he took out a fixed sum loan agreement with EE Limited. What happened In August 2024, Mr A says he saw an advertisement from EE, offering customers an opportunity to trade in and upgrade in their mobile ... (4 pages)View decision -
Decision Reference DRN-5830098
10 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5830098 The complaint Miss T complains that National Westminster Bank Public Limited Company (“NatWest”) acted irresponsibly when it granted her an overdraft facility and that it failed to monitor her usage to identify when she was in financial difficulty What happened Miss T was in... (4 pages)View decision -
Decision Reference DRN-5733142
10 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5733142 The complaint Ms N is unhappy that HSBC UK Bank Plc hasn’t refund payments she made after falling victim to a romance scam. What happened In summary. Ms N was contacted by 3 individuals through a dating website between August 2020 and September 2023. She spoke with and befr... (3 pages)View decision -
Decision Reference DRN-5820640
10 Nov 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5820640 The complaint Mrs C complains that she was mis-sold her finance agreement in relation to a car that was supplied through a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (SCF). Mrs C has been represented on this complaint. B... (4 pages)View decision
