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-5635620
20 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5635620 The complaint Mr and Mrs S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (16 pages)View decision -
Decision Reference DRN-5358378
20 Jun 2025 ReAssure Limited Not upheldInsuranceDRN-5358378 The complaint The trustees of the K Trust, Mr K, Mrs H and Mrs S, represented by Mrs H, complain about ReAssure Limited. They’re unhappy with the outcome of a policy review on a reviewable whole of life (RWOL) policy they hold. What happened Mr K and his wife, the late Mrs K... (4 pages)View decision -
Decision Reference DRN-5033522
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5033522 THE COMPLAINT Miss S holds/held an account with Santander UK Plc (“Santander”). Miss S’s complaint is about Santander’s refusal to reimburse her money she says she lost due to a scam. Miss S is represented by Mendelsons Solicitors (“Mendelsons”) in this matter. However, wh... (5 pages)View decision -
Decision Reference DRN-5358372
20 Jun 2025 ReAssure Limited Not upheldInsuranceDRN-5358372 The complaint The trustees of the K Trust, Mr K and Mrs H, represented by Mrs H, complain about ReAssure Limited. They’re unhappy with the outcome of a policy review on a reviewable whole of life (RWOL) policy they hold. What happened Mr K and his wife, the late Mrs K, took ... (4 pages)View decision -
Decision Reference DRN-5618883
20 Jun 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5618883 The complaint Mr T has complained about Marshmallow Insurance Limited’s decision to cancel a car insurance policy he bought with it and apply a fraud exclusion term. What happened Mr T bought a car insurance policy with the insurer Marshmallow in 2023. He provided additional... (2 pages)View decision -
Decision Reference DRN-5345378
20 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5345378 Complaint Mrs H is unhappy that Nationwide Building Society didn’t reimburse her after she told it she’d fallen victim to a scam. Background In 2023, Mrs H made an investment in a company that I'll refer to as Company A. She says she wasn’t actively seeking investment o... (6 pages)View decision -
Decision Reference DRN-5607096
20 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5607096 The complaint Miss M has complained that Bank of Scotland plc trading as Halifax failed to process chargeback requests she made in relation to a number of disputed transactions. She also believes the bank failed to offer her sufficient support as a vulnerable consumer. Back... (4 pages)View decision -
Decision Reference DRN-5537881
20 Jun 2025 Sumup Payments Limited Not upheldBanking and PaymentsDRN-5537881 The complaint Mr K complains that SumUp Payments Limited have unreasonably closed his business’ merchant services account and withheld the funds. He’d like the funds released and £10,000 compensation. What happened Mr K’s business, C, held an account with SumUp to provide p... (3 pages)View decision -
Decision Reference DRN-5275499
20 Jun 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5275499 The complaint Mr S is unhappy that a car supplied to him under a finance agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) was of unsatisfactory quality. Mr S is represented in the complaint by Mrs S but for ease of reading I will... (3 pages)View decision -
Decision Reference DRN-5638057
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5638057 The complaint Mr and Mrs M complain that Barclays Bank UK Plc didn’t do enough to prevent them losing money to what they say was a scam. Mr and Mrs M have used a representative to bring their complaint. But, for ease of reading, I’ll mostly just refer to Mr M, where I mean ... (3 pages)View decision
