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 381082 results
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Decision Reference DRN-5434674
2 Jul 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5434674 The complaint Ms M is unhappy that The Co-operative Bank Plc conducted a balance transfer without her consent. What happened On 16 October 2024, Ms M applied for a Co-op Balance Transfer credit card online and requested a £10,000 credit limit. Her application was accepted by... (3 pages)View decision -
Decision Reference DRN-5663485
2 Jul 2025 Wakam UK Limited Not upheldInsuranceDRN-5663485 The complaint Mr V has complained that Wakam UK Limited declined a claim he made on a travel insurance policy. What happened Mr V registered the claim on 1 October 2024. This was in relation to a trip abroad he was due to undertake on 8 October 2024 that he says he had to c... (2 pages)View decision -
Decision Reference DRN-5613609
2 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5613609 The complaint Mr S has complained that Nationwide Building Society won’t refund the money he lost after falling victim to a scam. What happened Mr S was invited to an investment group chat and was persuaded by a scammer to join their cryptocurrency investment scheme, promisi... (3 pages)View decision -
Decision Reference DRN-5622661
2 Jul 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5622661 The complaint Mr S complains that Marshmallow Insurance Limited communicated poorly, cancelled his motor insurance policy unfairly and failed to tell him about a third party claim. What happened Mr S held a Marshmallow policy. In April 2024 he told it about a driving inciden... (5 pages)View decision -
Decision Reference DRN-5659320
2 Jul 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5659320 The complaint Mr and Mrs B have complained about Acromas Insurance Company Limited. Their complaint stems from renewal in 2024 when the premium for cover increased and they noted a claim was recorded against their cover – they’d notified Acromas of an incident in 2022 but ha... (4 pages)View decision -
Decision Reference DRN-5632272
2 Jul 2025 Santander UK Plc UpheldMortgagesDRN-5632272 The complaint Mr J and Mrs F complain, through their representative, that Santander UK Plc unfairly and aggressively pursued them for repayment of their mortgage, when only part of it had become due to be repaid. They also feel Santander acted unfairly by not reducing their ... (7 pages)View decision -
Decision Reference DRN-5497285
2 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5497285 The complaint Mrs S complains that Barclays Bank UK Plc trading as Barclaycard (Barclaycard) acted irresponsibly by agreeing to open a credit card account and subsequent credit limit increases as she said the lending was unaffordable for her. In bringing her complaint Mrs S ... (3 pages)View decision -
Decision Reference DRN-5621649
2 Jul 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5621649 The complaint Mr H complains Inter Partner Assistance SA (IPA) declined the claim he made under his home emergency insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. At the end of October 2024... (3 pages)View decision -
Decision Reference DRN-5554004
2 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5554004 The complaint Mr D complains NewDay Ltd trading as Aqua (NewDay) failed to carry out sufficient financial checks before it approved a credit card facility for him. What happened Mr D says he applied for a credit card with NewDay in February 2021 and a credit facility of £450... (3 pages)View decision -
Decision Reference DRN-5657671
2 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5657671 The complaint M, a company, complains that HSBC UK Bank Plc failed to prevent their losses when they were victims of an email intercept scam. They’d like the losses refunded. M has appointed representatives for this case, but for ease of reading I shall only refer to M in t... (4 pages)View decision
