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 388057 results
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Decision Reference DRN-5979521
4 Dec 2025 Chubb European Group SE UpheldInsuranceDRN-5979521 The complaint Mrs A complains that Chubb European Group SE has turned down a medical expenses claim she made on a travel insurance policy. What happened The circumstances of this complaint are well-known to both parties. So I’ve simply set out a summary of what I think are t... (7 pages)View decision -
Decision Reference DRN-5633368
4 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5633368 The complaint Mr I complains, via a representative, that Lloyds Bank PLC (“Lloyds”) won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr I fell victim to... (3 pages)View decision -
Decision Reference DRN-5948006
4 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5948006 The complaint Mr A has complained about how Santander UK Plc (Santander) handled a refund claim he made. What happened Mr A purchased a car in November 2023 from a supplier I shall call ‘T’ with a deposit of £500 paid by his Santander credit card. The further payments to com... (3 pages)View decision -
Decision Reference DRN-5745407
4 Dec 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5745407 The complaint Mr C complains Loans 2 Go Limited trading as Loans 2 Go (Loans 2 Go) failed to carry out proper financial checks before approving a loan. What happened Mr C says Loans 2 Go approved a loan in April 2024 for £1,000 at a time when he was already under financial p... (3 pages)View decision -
Decision Reference DRN-5694394
4 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5694394 The complaint Miss B is unhappy that Barclays Bank UK PLC (‘Barclays’) has decided not to refund the money she lost, to what she believed was an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties. So, I won’t r... (5 pages)View decision -
Decision Reference DRN-5939209
4 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5939209 The complaint Mr and Mrs P complain that Aviva Insurance Limited declined their travel insurance claim. My references to Aviva include its claim handling agent. As Mr P has taken the lead on the complaint I’ll refer to Mr P to include both complainants unless the facts req... (3 pages)View decision -
Decision Reference DRN-5225748
4 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5225748 The complaint Mrs J complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to thi... (3 pages)View decision -
Decision Reference DRN-5759300
4 Dec 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5759300 The complaint Mr M has complained that Jaja Finance Ltd (Jaja) were irresponsible in opening a Credit Card account and subsequently increasing the credit limit. What happened Jaja provided Mr M with a credit card in November 2023 with a limit of £1,000. This limit was increa... (3 pages)View decision -
Decision Reference DRN-5980063
4 Dec 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5980063 The complaint Mr D complains TSB Bank Plc wouldn’t allow him to open an account over the phone and that it provided poor customer service. What happened Mr D has told us that he is blind and has other disabilities that mean he’s also housebound. He doesn’t have a computer or... (3 pages)View decision -
Decision Reference DRN-5932539
4 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5932539 The complaint Mr P complains about Barclays Bank UK PLC. Barclays blocked Mr P’s account following a telephone call with him. This caused distress and inconvenience to Mr P. What happened Mr P called Barclays to ask about the limit for contactless payments. Barclays told Mr ... (3 pages)View decision