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 386796 results
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Decision Reference DRN-5763112
26 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5763112 The complaint Mr D complains that Santander UK Plc (“Santander”) acted irresponsibly when it provided him with an overdraft he couldn’t afford, failed to monitor his overdraft and act on patterns of reliance and that it failed to spot signs of his financial difficulties and ... (4 pages)View decision -
Decision Reference DRN-5977200
26 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5977200 The complaint Ms A and Ms C were unhappy with how their claim was handled by AXA Insurance UK Plc (“AXA”) under their home insurance policy. What happened Ms A and Ms C made a claim to AXA following damage caused by an escape of water incident. However, Ms A and Ms C were un... (4 pages)View decision -
Decision Reference DRN-5808727
26 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5808727 The complaint Ms M has complained about her tenants’ contents insurer AXA Insurance UK Plc because it has refused to settle with her for a kitchen in an outbuilding damaged by a fire. During the claim and complaint Ms M has been represented by a company K. For ease of readi... (3 pages)View decision -
Decision Reference DRN-5978223
26 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5978223 The complaint Mrs W complains that Nationwide Building Society breached her personal data protection by sending her ex-husband a text message about her sole account. I sent the parties a provisional decision on 11 November 2025, in which I set out the following background i... (3 pages)View decision -
Decision Reference DRN-5795914
26 Nov 2025 HSBC UK Bank Plc Not upheldInsuranceDRN-5795914 The complaint Mr G complains that HSBC UK bank Plc cancelled his life policy protection plan without providing a proper explanation. What happened In February 2024, Mr G applied to HSBC and took out a life protection and critical illness policy. Mr G paid just under £70 per... (3 pages)View decision -
Decision Reference DRN-5944576
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5944576 The complaint Miss W complains about problems she experienced when trying to make a payment abroad from her Barclays Bank UK PLC current account. What happened Miss W had booked a holiday abroad, and on 9 July 2025 she contacted Barclays to ask how to pay for an excursion du... (4 pages)View decision -
Decision Reference DRN-5689726
26 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5689726 The complaint Ms I has complained about her property insurer Aviva Insurance Limited. She thinks it failed her and caused delays after she reported damage in her kitchen to it in October 2024. What happened Ms I, having been away for the end of the summer, returned home to ... (3 pages)View decision -
Decision Reference DRN-5693301
26 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5693301 The complaint Mr P has complained Barclays Bank UK PLC won’t refund all payments he says he made and lost to a scam. What happened The details of this complaint are well known to both parties, and not in dispute, so I will only include a summary here. Mr P was contacted une... (3 pages)View decision -
Decision Reference DRN-5712492
26 Nov 2025 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-5712492 The complaint Mr O complains that Hutchison 3G UK Limited trading as Three delayed in amending his credit file information in relation to a loan Mr O held with it. In addition, Mr O also argues Three delayed responding to his Subject Access Request (SAR). What happened Mr O ... (3 pages)View decision -
Decision Reference DRN-5933273
26 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5933273 The complaint Mr P complains that Nationwide Building Society blocked his payment. What happened On 9 August 2025 Mr P attempted to make a payment of £765.14 for tickets via his PayPal account which was linked to his Nationwide debit card. During the transaction, Mr P was di... (2 pages)View decision
