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 369227 results
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Decision Reference DRN-5345378
20 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5345378 Complaint Mrs H is unhappy that Nationwide Building Society didn’t reimburse her after she told it she’d fallen victim to a scam. Background In 2023, Mrs H made an investment in a company that I'll refer to as Company A. She says she wasn’t actively seeking investment o... (6 pages)View decision -
Decision Reference DRN-5607096
20 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5607096 The complaint Miss M has complained that Bank of Scotland plc trading as Halifax failed to process chargeback requests she made in relation to a number of disputed transactions. She also believes the bank failed to offer her sufficient support as a vulnerable consumer. Back... (4 pages)View decision -
Decision Reference DRN-5537881
20 Jun 2025 Sumup Payments Limited Not upheldBanking and PaymentsDRN-5537881 The complaint Mr K complains that SumUp Payments Limited have unreasonably closed his business’ merchant services account and withheld the funds. He’d like the funds released and £10,000 compensation. What happened Mr K’s business, C, held an account with SumUp to provide p... (3 pages)View decision -
Decision Reference DRN-5275499
20 Jun 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5275499 The complaint Mr S is unhappy that a car supplied to him under a finance agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) was of unsatisfactory quality. Mr S is represented in the complaint by Mrs S but for ease of reading I will... (3 pages)View decision -
Decision Reference DRN-5638057
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5638057 The complaint Mr and Mrs M complain that Barclays Bank UK Plc didn’t do enough to prevent them losing money to what they say was a scam. Mr and Mrs M have used a representative to bring their complaint. But, for ease of reading, I’ll mostly just refer to Mr M, where I mean ... (3 pages)View decision -
Decision Reference DRN-5614386
20 Jun 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5614386 The complaint Mrs J is a sole trader trading as J. She complains HCC International Insurance Company Plc turned down a claim she made on its business interruption insurance policy. What happened Mrs J owns a property which comprises three units. Two are used as holiday lets... (4 pages)View decision -
Decision Reference DRN-5613604
20 Jun 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5613604 The complaint Mr B has complained about Haven Insurance Company Limited’s decision to reject a claim he made under his car insurance policy. Mr B is also unhappy with the service he received from Haven, that it failed to manage his expectations and with the condition his car... (4 pages)View decision -
Decision Reference DRN-5537746
20 Jun 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5537746 The complaint Mr H complains that Shop Direct Finance Company Limited trading as very (“Very”) incorrectly charged him on his catalogue shopping account for two laptops. He says this has caused intense and significant emotional distress. What happened Mr H has a catalogue sh... (3 pages)View decision -
Decision Reference DRN-5564186
20 Jun 2025 AWP P&C S.A. Not upheldInsuranceDRN-5564186 The complaint Miss C has complained that AWP P&C S.A. declined a claim she made on a private medical insurance policy. What happened The start date of the policy was 12 March 2024. It included a moratorium for pre-existing medical conditions, meaning that any condition ... (3 pages)View decision -
Decision Reference DRN-5633690
20 Jun 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5633690 The complaint Mr P complains because AXA PPP Healthcare Limited (‘AXA’) hasn’t paid a claim for lost belongings under his travel insurance policy. What happened Mr P is insured under a travel insurance policy provided by AXA. While travelling abroad, Mr P lost a pair of gla... (4 pages)View decision
