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 384131 results
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Decision Reference DRN-5970877
24 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5970877 The complaint Miss C is unhappy with AMERICAN EXPRESS SERVICES EUROPE LIMITED, trading as American Express’s (‘Amex’) handling of her section 75 claim. Miss C is represented by her father Mr C in this matter, but for the purposes of this decision I have referred to Miss C t... (7 pages)View decision -
Decision Reference DRN-5891901
24 Nov 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5891901 The complaint Mr N has complained about how Wise Payments Limited (Wise) handled a refund claim he made to them. What happened Mr N purchased a camera using his Wise debit card from an online marketplace I shall call ‘F’ in November 2024 to the sum of £3,799.00. However, he ... (2 pages)View decision -
Decision Reference DRN-5711415
24 Nov 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5711415 The complaint Mr B complains about the amount of time it took The Prudential Assurance Company Limited (‘Pru’) to process his request to access the funds in his personal pension, and the number of times he had to contact them in order to progress the complaint. Mr B states t... (4 pages)View decision -
Decision Reference DRN-5797035
24 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5797035 The complaint Miss M says MotoNovo Finance Limited (‘MotoNovo’) irresponsibly lent to her. She says it didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement to purchase a car. She says that the repayments were both unafforda... (4 pages)View decision -
Decision Reference DRN-5704919
24 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5704919 The complaint Miss R complains about how Admiral Insurance (Gibraltar) Limited (Admiral) dealt with a claim on her motor insurance. References to Admiral include other organisations and individuals acting on its behalf. What happened Miss R had motor insurance underwritten b... (5 pages)View decision -
Decision Reference DRN-5846467
24 Nov 2025 Utmost Life and Pensions Limited Not upheldPensions and AnnuitiesDRN-5846467 The complaint Mr W has complained, through his representative, that he was given unsuitable advice by The Equitable Life Assurance Society (Equitable Life) to transfer to a section 32 policy when his employer’s final salary pension scheme was being wound up. Utmost Life and... (6 pages)View decision -
Decision Reference DRN-5700532
24 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5700532 The complaint Mr C has complained that Barclays Bank UK PLC unfairly sent him letters and texts about reducing his overdraft. What happened Mr C has explained that he’s had the same overdraft limit with Barclays for 25 years, and has never been contacted about it. He was the... (2 pages)View decision -
Decision Reference DRN-5970035
24 Nov 2025 Skrill Limited Not upheldBanking and PaymentsDRN-5970035 The complaint Mr V complains that Skrill Limited declined to refund disputed transactions that were made from his account. What happened In February 2024 Mr V noticed that payments had been made from his bank account to his account with Skrill – and from there payments had b... (3 pages)View decision -
Decision Reference DRN-5959046
24 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5959046 The complaint Mr M complains that Santander UK Plc (‘Santander’) didn’t add additional cardholders to his World Elite credit card and have engaged poorly with him. Mr M wants increased compensation and additional cardholders to be added to his account. What happened Mr M com... (3 pages)View decision -
Decision Reference DRN-5970837
24 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5970837 The complaint Ms G complains Lloyds Bank PLC won’t reimburse money she lost when she fell victim to, what appears to be, multiple scams. What happened I issued my provisional decision on 6 November 2025 to give both parties an opportunity to comment on the additional details... (4 pages)View decision
