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 382297 results
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Decision Reference DRN-5721171
7 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5721171 The complaint Mr and Mrs B complain Ageas Insurance Limited (“Ageas”) unfairly applied an excess when they made a claim on their landlord property insurance policy. All references to Ageas include its agents. What happened In October 2023 Mr and Mrs B took out a landlord pro... (2 pages)View decision -
Decision Reference DRN-5936345
7 Nov 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5936345 The complaint Miss H complains about a car supplied under a hire purchase agreement, provided by RCI Financial Services Limited trading as Nissan Financial Services (‘RCI’). What happened Around December 2023 Miss H acquired a used car under a hire purchase agreement with R... (5 pages)View decision -
Decision Reference DRN-5834510
7 Nov 2025 The Enterprise Fund Limited UpheldBanking and PaymentsDRN-5834510 The complaint Miss B complains that The Enterprise Fund Limited (trading as GC Business Finance) have held her responsible for a loan she says she didn’t take out. She’d like the business to agree that she doesn’t owe the money. What happened In November 2021 GC Business Fi... (4 pages)View decision -
Decision Reference DRN-5878994
7 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5878994 The complaint Miss M complains Nationwide Building Society (“Nationwide”) closed her accounts without a clear explanation, and without fairly considering her financial difficulties and vulnerabilities. What happened The details of this complaint are well known by both partie... (2 pages)View decision -
Decision Reference DRN-5936078
7 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5936078 The complaint Mr B complained about the way American Express Services Europe Limited (AESEL) handled a dispute for a refund of money for payments charged to his credit card. What happened The circumstances of the complaint are well known to the parties, so I’m not going to ... (5 pages)View decision -
Decision Reference DRN-5711259
7 Nov 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5711259 The complaint Miss F has complained about her let property insurer INTACT INSURANCE UK LIMITED because whilst handling a subsidence claim for her it said some damage was more likely to be “accidental” than caused by the subsidence, and would need to be dealt with separately.... (3 pages)View decision -
Decision Reference DRN-5935746
7 Nov 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5935746 The complaint Miss G complains that Marks & Spencer Financial Services Plc (M&S) didn’t agree to refund her after she made a claim for incomplete plumbing works. What happened In 2020 Miss G approached a company I’ll call ‘T’ about replacing a boiler in her home. As ... (6 pages)View decision -
Decision Reference DRN-5840828
7 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5840828 The complaint Mrs K complains that HSBC UK Bank Plc (‘HSBC’), hasn’t reimbursed the money she believes she lost to an authorised push payment (‘APP’) scam. What happened The details of this case are well-known to both parties, so I don’t need to repeat them at length here. ... (6 pages)View decision -
Decision Reference DRN-5755039
7 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5755039 The complaint Mr S complains that Revolut Ltd is refusing to refund him the amount he lost as the result of multiple scams. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this co... (5 pages)View decision -
Decision Reference DRN-5702655
7 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5702655 The complaint Ms P is unhappy Santander UK Plc (“Santander”) has declined to reimburse her after she reported falling victim to an investment scam. What happened The background to this complaint is is well known to both parties, so I don’t intend to repeat it in detail again... (3 pages)View decision
