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-5137529
23 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5137529 The complaint Mrs B complains Santander UK Plc won’t refund the full amount of money she says 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... (3 pages)View decision -
Decision Reference DRN-5608481
23 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5608481 The complaint Ms H complains that Nationwide Building Society have unfairly impacted her credit file by reporting her overdraft account as in an arrangement with the credit reference agencies (CRA’s). What happened Ms H had a student overdraft account with Nationwide, which... (4 pages)View decision -
Decision Reference DRN-5638424
23 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5638424 The complaint Mrs S complains Bank of Scotland plc trading as Halifax won’t refund the money she lost when she fell victim to a scam. What happened Around September 2020, Mrs S says she came across an advert for a cryptocurrency opportunity, seemingly promoted by a well-know... (5 pages)View decision -
Decision Reference DRN-5626195
23 Jun 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5626195 The complaint Mrs C complains that Domestic & General Insurance Plc (‘D&G’)’s settlement for a claim on a household appliance protection plan is unfair. What happened In June 2024, Mrs C took out a D&G household appliance protection plan for a vacuum cleaner when... (7 pages)View decision -
Decision Reference DRN-5586939
23 Jun 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5586939 The complaint Miss S says that when she made a claim on her car insurance policy Tesco Underwriting Limited took too long to settle it and didn’t pay her enough for her written off car. What happened Miss S told us she wasn’t happy with the £34,884 Tesco paid for the car in... (3 pages)View decision -
Decision Reference DRN-5639674
23 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5639674 The complaint Mr H and Ms B complain First Holiday Finance Ltd (the “Lender”) has failed to honour a claim from them in respect of the alleged mis-sale of timeshares they purchased, financed by loans from the Lender. What happened I issued a provisional decision on this com... (19 pages)View decision -
Decision Reference DRN-5435270
23 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5435270 The complaint Mr O complains about how UK Insurance Limited (“UKI”) dealt with a claim he made on his car insurance policy following an accident. What happened Mr O has car insurance with UKI. In March 2023 Mr O was involved in a car accident. He was hit in ... (4 pages)View decision -
Decision Reference DRN-5640829
23 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5640829 The complaint Mr C complains that Revolut Ltd won’t reimburse him after he fell victim to an investment scam. Mr C is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr C directly. What happened On... (15 pages)View decision -
Decision Reference DRN-5141770
23 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5141770 The complaint Mr A complains that Starling Bank Limited hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr A says he lent £4,500 to a friend, on the understanding that the loan would be repaid after two months. He sent the money to his friend via faste... (2 pages)View decision -
Decision Reference DRN-5628131
23 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5628131 The complaint Mr B complains that Wise Payments Limited trading as Wise won’t reimburse 87,467.30 EUR that he lost when he fell victim to an investment scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspicious su... (2 pages)View decision
