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 371633 results
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Decision Reference DRN-4875207
23 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4875207 The complaint Mrs B complains Barclays Bank 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 submission... (4 pages)View decision -
Decision Reference DRN-5638117
23 Jun 2025 Coventry Building Society Not upheldMortgagesDRN-5638117 The complaint Mr and Mrs G complain that Coventry Building Society withdrew access to the flexible reserve facility on their mortgage account. What happened In 2008 Mr and Mrs G took out a flexible mortgage account with a previous lender. Following a merger in 2010, the acco... (5 pages)View decision -
Decision Reference DRN-5520468
23 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5520468 The complaint Mrs B complains TSB Bank plc allowed transactions to debit her account which she says she did not make or authorise. What happened On 21 September 2024, Mrs B discovered two faster payments for £2,350 and £950 had been made on her current account the day befor... (3 pages)View decision -
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
