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 381195 results
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Decision Reference DRN-5660872
16 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5660872 Complaint Mr and Mrs P have complained about the overdraft charges Santander UK Plc (“Santander”) applied to their current account. Mr and Mrs P are being represented, by the (“representative”), in their complaint. The representative has said the charges applied to Mr and ... (5 pages)View decision -
Decision Reference DRN-5660821
16 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5660821 Complaint Mr M has complained about the overdraft charges TSB Bank plc (“TSB”) applied to his account. Mr M is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr M’s account were unfair as there was a failu... (5 pages)View decision -
Decision Reference DRN-5693495
16 Jul 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5693495 The complaint Ms H has complained that Accredited Insurance (Europe) Ltd (Accredited) unfairly charged her an additional premium and then threatened to cancel her motor insurance policy. Ms H is represented in this matter by her mum, but, for ease of reading, I’ll only refer... (4 pages)View decision -
Decision Reference DRN-5665963
16 Jul 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5665963 The complaint Ms A complains that ARAG Legal Expenses Insurance Company Limited declined a claim on her legal expenses insurance policy. What happened Ms A bought a house in in May 2023, which she lived in with her daughter. Some months after moving in, she discovered seriou... (3 pages)View decision -
Decision Reference DRN-5692673
16 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5692673 The complaint Mr A, on behalf of K, is unhappy Monzo Bank Ltd will not refund the money it lost as the result of a scam. Mr A has brought K’s complaint through a representative. For ease of reading, I will refer solely to Mr A and K here. What happened Mr A is the sole of di... (4 pages)View decision -
Decision Reference DRN-5119451
16 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5119451 The complaint Miss D complains Barclays Bank UK PLC won’t refund money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties, I unders... (5 pages)View decision -
Decision Reference DRN-5666196
16 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5666196 The complaint Mr W complains about the way Revolut Ltd handled his request for a refund. What happened On 4 October 2022, Mr W ordered ten mobile phones (the ‘goods’) as one order (from an online marketplace (‘T’). He used his Revolut (Visa) debit card to make the payment of... (4 pages)View decision -
Decision Reference DRN-5560273
15 Jul 2025 Hiscox Insurance Company Limited UpheldInsuranceDRN-5560273 The complaint Mrs S, trading a micro-enterprise which I will refer to as B, complains about the handling and settlement, by Hiscox Insurance Company Limited, of B’s business interruption insurance claim. The claim was made as a result of the COVID-19 pandemic. What happened ... (10 pages)View decision -
Decision Reference DRN-5681230
15 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5681230 The complaint Mr M is unhappy with Clydesdale Bank plc trading as Virgin Money. Mr M said he lost out on interest when Virgin Money delayed transferring his ISA to another provider. What happened Mr M was transferring his ISA funds from Virgin Money to two different provide... (3 pages)View decision -
Decision Reference DRN-5553507
15 Jul 2025 Chubb European Group SE Not upheldInsuranceDRN-5553507 The complaint Mr A complains that Chubb European Group SE declined his travel insurance claim. My references to Chubb include its claim handling agents. What happened Mr A has a travel insurance policy insured by Chubb through a company which provides banking services. He a... (2 pages)View decision
