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 381195 results
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Decision Reference DRN-5797799
19 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5797799 The complaint Mr W has complained National Westminster Bank Public Limited Company, trading as Ulster Bank, is holding him liable for debts on four bank accounts which he didn’t open. What happened Mr W started to receive letters from Ulster Bank about debts relating to four... (3 pages)View decision -
Decision Reference DRN-5641634
19 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5641634 The complaint Mr S complains that a car acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) wasn’t of satisfactory quality at the point of supply. What happened Both parties are familiar with th... (4 pages)View decision -
Decision Reference DRN-5578946
19 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5578946 The complaint Mr B complains that Santander UK Plc didn’t do enough to protect him when he became the victim of fraud and then didn’t agree to refund his losses. Mr B wants his losses refunded along with statutory interest. Mr B is represented by a third party but for ease o... (4 pages)View decision -
Decision Reference DRN-5681264
19 Sep 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5681264 The complaint Mrs M’s complaint is about a claim she made on her Red Sands Insurance Company (Europe) Limited (‘Red Sands’) pet insurance policy, which was declined. Mrs M says Red Sands treated her unfairly. What happened The details of this complaint are well known to both... (3 pages)View decision -
Decision Reference DRN-5268800
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5268800 The complaint Mr R has complained that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on giving the re... (3 pages)View decision -
Decision Reference DRN-5829004
19 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5829004 The complaint Mr M and Miss P complaint about the way Intact Insurance UK Ltd (‘Intact) handled a claim they made on their home insurance policy. Mr M has acted as the main representative during this complaint, so, for ease of reference, I’ll refer to any comments made, or ... (6 pages)View decision -
Decision Reference DRN-5803516
19 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5803516 The complaint Ms H has complained Santander UK plc won’t refund her for a cash machine withdrawal that wasn’t successfully completed. What happened In February 2025 Ms H used a cash machine whilst abroad to withdraw some local currency for her daily expenditure. Her card was... (3 pages)View decision -
Decision Reference DRN-5680186
19 Sep 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5680186 The complaint Mr F complains that Link Financial Outsourcing Limited (Link) have unfairly declined to write off his account. What happened Mr F’s complaint is about an account, he says he says should be written off on medical grounds or closed due to statute barring. Link se... (3 pages)View decision -
Decision Reference DRN-5707958
19 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5707958 The complaint Mrs P has complained Nationwide Building Society won’t refund her for 11 transactions she didn’t make. What happened Just before Christmas 2024, Mrs P was shocked to discover there was little money left in her Nationwide account. There’d been nearly £30,000 in ... (3 pages)View decision -
Decision Reference DRN-5691102
19 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5691102 The complaint Mr G complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he says he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr G ... (3 pages)View decision
