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 381196 results
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Decision Reference DRN-5583562
26 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5583562 The complaint Mr M complains Liverpool Victoria Insurance Company Limited (“LV”) has handled his claim on his motor insurance policy unfairly. He says it should pay for the repairs to his car and pursue the third-party insurer for the costs without him needing to pay the exc... (2 pages)View decision -
Decision Reference DRN-5574070
26 Jun 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5574070 The complaint Mr D says Ageas Insurance Limited (“Ageas”) hasn’t offered to settle his claim on his motor insurance policy fairly as it hasn’t valued his car correctly after it was deemed beyond economic repair following an accident. All reference to Ageas includes its agent... (2 pages)View decision -
Decision Reference DRN-5497730
26 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5497730 The complaint Mr T complains that National Westminster Bank plc (NatWest) failed to apply preventative measures to his bank account which meant that gambling transactions totalling over £30,000 debited when they should have been stopped. What happened In early 2023, Mr T ma... (3 pages)View decision -
Decision Reference DRN-5649025
26 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5649025 The complaint Mr F complains Nationwide Building Society take too long to take overdraft interest charges from his account. He is also unhappy that the branch compromised his account details when he visited the branch to discuss these concerns. What happened Mr F visited a ... (4 pages)View decision -
Decision Reference DRN-5649681
26 Jun 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5649681 The complaint Mr M is complaining about the quality of a vehicle supplied to him by MotoNovo Finance Limited (MotoNovo). What happened In May 2023, Mr M entered into a hire purchase agreement with MotoNovo to acquire a van. The agreement states the deposit was £4,398 and Mr ... (5 pages)View decision -
Decision Reference DRN-5498321
26 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5498321 The complaint Mr W complains that Santander UK Plc (“Santander”) closed the wrong account when he requested it close down his ISA resulting in significant distress and inconvenience. What happened On 20 February 2025 Mr W called Santander to request the closure of his help t... (3 pages)View decision -
Decision Reference DRN-5367350
26 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5367350 The complaint Ms Z is unhappy Revolut Ltd won’t refund a payment she sent as part of a scam. What happened In August 2024 Ms Z says she found an advertisement on social media offering an account with Revolut. She registered her interest by leaving her details via an enquiry ... (7 pages)View decision -
Decision Reference DRN-5337437
26 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN - 5337437 The complaint Mrs D complains that Barclays Bank UK PLC failed to reclaim payments she made from her debit card. She’s also unhappy with the level of service it provided. What happened In July 2023, Mrs D paid for a holiday using her debit card; she paid £3,720 to a trav... (3 pages)View decision -
Decision Reference DRN-5059318
26 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5059318 The complaint Mr G complains that Barclays Bank UK PLC won’t refund the full amount of money he 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 b... (3 pages)View decision -
Decision Reference DRN-5643788
26 Jun 2025 MoneyGram International Limited UpheldBanking and PaymentsDRN-5643788 The complaint Miss Q has complained that MoneyGram International Limited (“MoneyGram”) didn’t return a payment that she accidentally made to the wrong account. What happened On 6 January 2025, Miss Q sent £100 to an overseas account, but accidentally entered the wrong accoun... (2 pages)View decision
