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 386170 results
-
Decision Reference DRN-5892906
24 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5892906 The complaint Mrs D is unhappy with how Santander UK Plc (Santander) handled a refund claim she made. What happened Mrs D used her Santander credit card to purchase legal coaching services from a firm I shall call ‘J’ in August 2024 to the sum of £360.00. However, she found ... (4 pages)View decision -
Decision Reference DRN-5883767
24 Nov 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5883767 The complaint Mr S complains about the way BUPA Insurance Limited has handled a claim he made on a private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key eve... (4 pages)View decision -
Decision Reference DRN-5174472
24 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5174472 The complaint Mrs S represents the complaint by Mr S and Mrs S as trustees of the S Trust (‘the trust’). It relates to a life policy (‘the policy’) within the trust that was initially established by her in 1998. Thereafter, provision of the policy was undertaken by Aviva Lif... (5 pages)View decision -
Decision Reference DRN-5382527
24 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5382527 The complaint X, a limited company, complains that National Westminster Bank Public Limited Company (“NatWest”) hasn’t refunded money it lost as the result of a scam. The director of X, Mr V, is bringing the complaint on its behalf via a claims management company. So, in th... (3 pages)View decision -
Decision Reference DRN-5965021
24 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5965021 The complaint Mr H complains Aviva Insurance Limited settled a claim on his motor insurance policy, holding him at fault, without notifying him. What happened Mr H was involved in a collision with a third party in January 2024. Mr H notified Aviva of the incident but didn’t ... (3 pages)View decision -
Decision Reference DRN-5961704
24 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5961704 The complaint Mr C complains that NewDay Ltd lent to him irresponsibly when they provided him with two credit cards and increased his limit on a number of occasions. What happened In 2020, Mr C was provided with a credit card account by NewDay. The account came with a £500 ... (4 pages)View decision -
Decision Reference DRN-5958230
24 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5958230 The complaint Mr K complains that MotoNovo Finance Limited (MotoNovo) got his settlement figure wrong. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr K took rec... (2 pages)View decision -
Decision Reference DRN-5775295
24 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5775295 The complaint Mr A has complained that Santander UK Plc unfairly sold a debt to a third party. What happened Mr A had a joint account with his wife, which had an outstanding debt. Santander took the decision to sell this to a third party. Mr A feels this was unfair, because ... (2 pages)View decision -
Decision Reference DRN-5918106
24 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5918106 The complaint Mr R complains that Monzo Bank Ltd declined his disputed transaction claim. What happened On 25 July 2025 Mr R raised a dispute with Monzo in relation to a card payment of £53.89 made to a merchant on 13 July 2025. Mr R said he’d been charged for an automatic r... (2 pages)View decision -
Decision Reference DRN-5867693
24 Nov 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5867693 The complaint Mr and Mrs J complain that AXA PPP Healthcare Limited turned down a claim Mrs J made on a personal private medical insurance policy. As the claim relates to Mrs J, for ease of reading, I’ve referred mainly to her throughout. What happened The background to this... (4 pages)View decision
