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 383089 results
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Decision Reference DRN-5661321
2 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5661321 The complaint Mr C says HSBC UK Bank PLC (“HSBC”) refused to refund him for an unsuccessful ATM withdrawal. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr C complained about an unsuccessful ATM wi... (3 pages)View decision -
Decision Reference DRN-4795445
2 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4795445 The complaint Mr C is unhappy that Barclays Bank UK PLC won’t refund the money he lost as part of an APP scam. What happened On 12 July 2022, following advice from an independent financial adviser (IFA), Mr C decided to invest some funds into a six-month fixed rate bond. Th... (9 pages)View decision -
Decision Reference DRN-5663029
2 Jul 2025 Santander UK Plc UpheldMortgagesDRN-5663029 The complaint Mr and Mrs S complain that Santander UK Plc did not treat them fairly when it took possession of their home and after it had taken possession. What happened Mr and Mrs S had a mortgage with Santander. In June 2013, Santander obtained a possession order. But the... (4 pages)View decision -
Decision Reference DRN-5663184
2 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5663184 The complaint Mr M complained about the settlement payment Admiral Insurance (Gibraltar) Limited (“Admiral”) offered him after his car was categorised as a total loss, under his motor insurance policy. What happened Mr M was involved in an accident. He contacted Admiral to ... (3 pages)View decision -
Decision Reference DRN-5607278
2 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5607278 The complaint Ms B complains NewDay Ltd Trading as Fluid (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Ms B says she applied for a credit card with NewDay around three years ago at a time when she was... (3 pages)View decision -
Decision Reference DRN-5651860
2 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5651860 The complaint Mr W has complained through a representative that Lendable Ltd trading as Autolend (“Lendable”) gave him loans which he couldn’t afford to repay. What happened A summary of Mr W’s loans can be found below. loan number loan amount total to pay APR start date n... (5 pages)View decision -
Decision Reference DRN-5451484
2 Jul 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5451484 The complaint Mr and Mrs D have complained that BUPA Insurance Limited won’t agree for Mrs D to see a particular therapist under a claim made on a private medical insurance policy. As it is Mrs D leading on the complaint, I will mostly just be referring to her in this decis... (3 pages)View decision -
Decision Reference DRN-5318632
2 Jul 2025 Santander UK Plc Not upheldMortgagesDRN-5318632 The complaint Mr and Mrs S complain that Santander UK Plc didn’t honour the fixed interest rate they had applied for in August 2022. They also complain that they weren’t made aware their mortgage had been migrated to a new system. What happened Mr and Mrs S took out a buy-to... (5 pages)View decision -
Decision Reference DRN-5658986
2 Jul 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5658986 The complaint Mr M has complained through a representative that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave him a loan without carrying out sufficient affordability checks. What happened A summary of Mr M’s credit limits can be found in the table below. loan... (3 pages)View decision -
Decision Reference DRN-5463274
2 Jul 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5463274 The complaint Mrs W complains Vanquis Bank Limited irresponsibly provided her with an unaffordable credit card. Mrs W’s complaint has been referred to us by a professional representative, but for ease I’ll refer to all submissions as though they are her own. What happened V... (5 pages)View decision
