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-5863170
24 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5863170 The complaint Mr F complains about how Santander UK Plc failed to prevent gambling transactions debiting his account. Accordingly, Mr F would like Santander to refund the transactions, and award compensation. What happened The details of this case are well known to both part... (3 pages)View decision -
Decision Reference DRN-5400712
24 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5400712 The complaint B, a limited company, complains that Santander UK Plc (‘Santander’) hasn’t refunded the money it believes it lost to an authorised push payment (‘APP’) investment scam. B’s director, whom I’ll refer to as ‘E’, referred the complaint to this service. So, for ea... (4 pages)View decision -
Decision Reference DRN-5623584
24 Nov 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5623584 The complaint Miss L complains Go Car Credit Limited provided her with an unaffordable hire purchase agreement. Miss L’s complaint has been brought by a professional representative, but for ease I’ve referred to all submissions as though they are her own. What happened In N... (5 pages)View decision -
Decision Reference DRN-5874564
24 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5874564 The complaint Mrs L complains that Barclays Bank UK PLC trading as Barclaycard lent to her irresponsibly. What happened Mrs L applied for – and was given - a credit card with Barclaycard with a credit limit of £1,500 which was subsequently increased as follows: Date Event N... (4 pages)View decision -
Decision Reference DRN-5847941
24 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5847941 The complaint Mr B complains about how Clydesdale Bank Plc trading as Virgin Money handled transferring his ISA funds to another provider. He is unhappy with the time it took and with the service provided. What happened A summary of what happened is below. In April 2025, Mr ... (3 pages)View decision -
Decision Reference DRN-5970383
24 Nov 2025 Vitality Health Limited UpheldInsuranceDRN-5970383 The complaint Mr A is unhappy with the service he received from Vitality Health Limited (Vitality) in relation to a claim he made on his private medical insurance policy. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a ... (4 pages)View decision -
Decision Reference DRN-5969277
24 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5969277 The complaint Miss M complains about delays caused by BMW Financial Services (GB) Limited (BMWFS) when she needed to voluntarily terminate (VT) her agreement for financial reasons. Miss M wants the car collected, a final balance provided, an acknowledgment BMWFS mishandled ... (5 pages)View decision -
Decision Reference DRN-5872347
24 Nov 2025 Vitality Life Limited Not upheldInsuranceDRN-5872347 The complaint Miss H complains that Vitality Life Limited have acted unfairly when handling a claim she made on her income protection policy. What happened Miss H made a successful claim on her income protection policy. She’s unhappy with the overall service she received fr... (4 pages)View decision -
Decision Reference DRN-5970789
24 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5970789 The complaint Mr P’s complaint is about National Westminster Bank Public Limited Company’s handling of, and decision not to uphold, a dispute about two sofas which he says are faulty. What happened In June 2021 Mr P purchased two sofas from a supplier (who I’ll refer to as ‘... (4 pages)View decision -
Decision Reference DRN-5823713
24 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5823713 The complaint Mr M complains about the settlement Admiral Insurance (Gibraltar) Limited has paid him for a curtailment claim he made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary o... (3 pages)View decision
