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 381196 results
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Decision Reference DRN-5769656
19 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5769656 The complaint Mrs T complains that The Co-operative Bank Plc trading as smile (‘Co-op’) won’t refund the money she lost after falling victim to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. So, I don... (3 pages)View decision -
Decision Reference DRN-5829763
19 Sep 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5829763 The complaint Mr J is unhappy that Marks & Spencer Financial Services Plc (“M&S”) declined his applications for a credit card. What happened Mr J made two credit card applications to M&S, both of which were declined. On both occasions, Mr J went through M&S’... (3 pages)View decision -
Decision Reference DRN-5764242
19 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5764242 The complaint A company, which I’ll refer to as Y, complains about Santander UK Plc’s (Santander) decision to decline its application for an overdraft. Y said the application process was unfair and negatively impacted its director’s personal credit rating. Y also said that ... (7 pages)View decision -
Decision Reference DRN-5775651
19 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5775651 The complaint The director of G (a limited company), who I’ll refer to as “Mr G”, complains that Revolut Ltd unfairly restricted his business account and provided a poor level of service when he contacted the firm. What happened The facts are well known to both parties, so I... (2 pages)View decision -
Decision Reference DRN-5654664
19 Sep 2025 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5654664 The complaint Mr C’s complained – on behalf of his late mother, Mrs C’s estate – that Co-op Funeral Plans Limited failed to deliver Mrs C’s funeral in line with the provisions of her pre-paid funeral plan. What happened Mrs C sadly died in late 2024. Some time before her de... (3 pages)View decision -
Decision Reference DRN-5258082
19 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5258082 The complaint Mr S complains that Lloyds Bank PLC (“Lloyds”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr S has explained that in Septe... (2 pages)View decision -
Decision Reference DRN-5829520
19 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5829520 The complaint Mr H is unhappy that NewDay Ltd defaulted his account. What happened Mr H had a direct debit set up to make monthly payments to his NewDay account on the 19th of each month. But payments for July and August 2024 had been returned unpaid. On 10 September 2024,... (4 pages)View decision -
Decision Reference DRN-5759297
19 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5759297 The complaint Miss A complains Barclays Bank UK PLC (“Barclays”) refuses to refund her for transactions on her account she says she didn’t authorise. She also complains it closed her account without sufficient notice, which caused her financial distress. What happened The fa... (3 pages)View decision -
Decision Reference DRN-5781778
19 Sep 2025 Chubb European Group SE Not upheldInsuranceDRN-5781778 The complaint Mr K complains Chubb European Group SE (Chubb) declined the claim he made under his travel insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In November 2024 Mr K was abroad whe... (2 pages)View decision -
Decision Reference DRN-5735204
19 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5735204 The complaint Miss S complains about the charges BMW Financial Services(GB) Limited (t/a ALPHERA Financial Services) (“BMWFS”) applied when she returned a car having voluntarily terminated her credit agreement. What happened Miss S entered into a hire purchase agreement in M... (4 pages)View decision
