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 388057 results
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Decision Reference DRN-5248753
16 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5248753 The complaint Mr N complains that Barclays Bank UK PLC failed to pursue a chargeback correctly. What happened On 2 June 2024 Mr N purchased goods using an intermediary (“P”) costing £480 and paid using his Barclays current account. He did not receive the goods and the seller... (3 pages)View decision -
Decision Reference DRN-5197707
16 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5197707 The complaint Mrs B complains about the actions of Revolut Ltd when she lost money to a scam. Mrs B is being represented by a claims management company but for ease of reading I’ll only refer to Mrs B. What happened The detailed background to this complaint is well known t... (3 pages)View decision -
Decision Reference DRN-5171206
16 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5171206 The complaint Mrs B complains about the actions of Monzo Bank Ltd when she lost money to a scam. Mrs B is being represented by a claims management company but for ease of reading I’ll only refer to Mrs B. What happened The detailed background to this complaint is well know... (3 pages)View decision -
Decision Reference DRN-5693408
16 Jul 2025 Chubb European Group SE Not upheldInsuranceDRN-5693408 The complaint Mrs S complains about the settlement offered by Chubb European Group SE (Chubb) for a claim made under her mobile phone insurance policy. What happened Mrs S took out a mobile phone insurance policy to cover her phone. The terms and conditions explained in the... (3 pages)View decision -
Decision Reference DRN-5694908
16 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5694908 The complaint Mr and Mrs O complain that First Holiday Finance Ltd (“FHF”) acted unfairly and unreasonably by participating in an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (“CCA”), and by deciding against paying a claim under Sec... (14 pages)View decision -
Decision Reference DRN-5581154
16 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5581154 The complaint Mr G complains Nationwide Building Society has not dealt fairly with his chargeback requests. What happened I am aware that made other complaints to our service. This decision will focus on Nationwide’s decision to block and close Mr G’s account. Mr G’s compla... (4 pages)View decision -
Decision Reference DRN-5320107
16 Jul 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5320107 The complaint Miss H complains that the car she acquired through Volkswagen Financial Services (UK) Limited (“VFS”) wasn’t of satisfactory quality. She wants to reject the car and cancel the credit agreement. What happened Miss H entered a PCP agreement in June 2023 to acqui... (3 pages)View decision -
Decision Reference DRN-5684650
16 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5684650 The complaint Mr L complained about the service provided by Santander UK Plc when it stopped a payment he wanted to make and blocked his account until he completed further security checks. What happened On 30 January 2025, when Mr L attempted a payment, Santander’s system f... (3 pages)View decision -
Decision Reference DRN-5503816
16 Jul 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5503816 The complaint Mr and Mrs G complain that Hastings Insurance Services Limited trading as Hastings Direct (“Hastings”) unfairly cancelled their motor insurance. What happened The subject matter of the insurance was a small hatchback that had first been registered in 2009. Mr... (5 pages)View decision -
Decision Reference DRN-5696367
16 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5696367 The complaint Miss S complains about Santander UK Plc removing her overdraft without notice or any consultation. What happened Miss S has a current account with Santander and, since 2021, this account has had an overdraft facility of £1,200 which she frequently uses. On 18... (5 pages)View decision