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-5142703
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5142703 The complaint Mr M says Santander UK Plc (‘Santander’), didn’t do enough to help when he fell victim to a scam. He says Santander should reimburse the money he lost. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them br... (5 pages)View decision -
Decision Reference DRN-5570843
20 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5570843 The complaint Mrs H complains that HSBC UK Bank Plc failed to advise her properly in dealing with an international payment. She is represented by her son, Mr H What happened On 14 November 2024, Mrs H says that she attended a branch of HSBC, in order to transfer £1,500 into ... (3 pages)View decision -
Decision Reference DRN-5637419
20 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5637419 The complaint Mr W complains Lloyds Bank PLC didn’t do enough to help get a refund for a transaction he made using his debit card. What happened In June 2024 after arrival at an airport in Turkey, Mr W arranged for a merchant, I’ll refer to as “M”, to provide transport betw... (6 pages)View decision -
Decision Reference DRN-5596462
20 Jun 2025 Grove & Dean Ltd UpheldInsuranceDRN-5596462 The complaint Mrs M has complained that Grove & Dean Ltd trading as Performance Direct (G & D) unfairly charged a cancellation fee when it cancelled her car insurance policy. Mrs M is being represented in her complaint. She says G & D didn’t make it clear as to w... (4 pages)View decision -
Decision Reference DRN-5509975
20 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5509975 The complaint Mr and Mrs L complain that Admiral Insurance (Gibraltar) Limited withdrew cover under their travel insurance policy. What happened Mr and Mrs L took out an annual multi-trip travel insurance policy with Admiral. The policy cover period was from 25 April 2024 u... (2 pages)View decision -
Decision Reference DRN-5512100
20 Jun 2025 Experian Limited Not upheldConsumer CreditDRN-5512100 The complaint Mr C complains Experian Limited is incorrectly reporting a Bankruptcy Restriction Undertaking (BRU) on his credit file after it ended. What happened Mr C entered a BRU in January 2020. It ended in July 2023 and has now been removed from the Insolvency Register... (2 pages)View decision -
Decision Reference DRN-5185676
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5185676 The complaint Miss A complains that Barclays Bank UK PLC did not reimburse the funds she lost to a scam. What happened Miss A says she was the victim of an authorised push payment (APP) scam, in which someone called her pretending to be from Barclays. She says they knew her ... (3 pages)View decision -
Decision Reference DRN-5542179
20 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5542179 The complaint Mr M has complained that AXA Insurance UK Plc unfairly rejected an escape of water (EOW) claim for damage under his home insurance policy. Mr M also complains that AXA provided a poor service and caused delays. What happened In March 2024 Mr M made a claim to h... (3 pages)View decision -
Decision Reference DRN-5320964
20 Jun 2025 Valour Finance Limited Not upheldConsumer CreditDRN-5320964 The complaint Mr W complains Valour Finance Limited trading as Savvy.co.uk (“Valour”) provided him with a loan that was unaffordable. What happened A summary of Mr W’s borrowing can be found in the table below. loan number loan amount agreement date repayment date number o... (4 pages)View decision -
Decision Reference DRN-5426762
20 Jun 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5426762 The complaint Mr and Mrs W say Shawbrook Bank Limited, (‘Shawbrook’), irresponsibly lent to them. They say it didn’t take reasonable steps to ensure they could afford the repayments towards a fixed sum loan agreement to purchase some windows and doors. Mr W says that he was ... (4 pages)View decision
