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
-
Decision Reference DRN-5583279
9 Jun 2025 Santander UK Plc UpheldConsumer CreditDRN-5583279 The complaint Miss M complains that Santander UK Plc was irresponsible in its lending to her. She wants all interest and charges on her loan refunded along with statutory interest and any adverse information removed from her credit file. What happened Miss M was provided wit... (3 pages)View decision -
Decision Reference DRN-5610859
9 Jun 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5610859 The complaint Ms A complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) defaulted her credit card account, and didn’t provide her with any notice of this. What happened Ms A had a credit card account with AESEL. In August 2022, she let AESEL know she was having... (3 pages)View decision -
Decision Reference DRN-4994821
9 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4994821 THE COMPLAINT Mr M holds/held an account with Lloyds Bank PLC (“Lloyds”). Mr M’s complaint is about Lloyds’s refusal to reimburse him money he says he lost due to a scam. Mr M is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer... (5 pages)View decision -
Decision Reference DRN-5562819
9 Jun 2025 esure Insurance Limited Not upheldInsuranceDRN-5562819 The complaint Miss M complains about the liability decision esure Insurance Limited (‘esure’) made when she submitted a claim under her motor insurance policy. What happened Miss M was involved in a car accident involving a third-party vehicle in September 2023. She contact... (3 pages)View decision -
Decision Reference DRN-5505995
9 Jun 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5505995 The complaint Mr H complains that Chetwood Financial Limited was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest, and any adverse information regarding the loans removed from his credit file. Mr H is represented b... (3 pages)View decision -
Decision Reference DRN-5473229
9 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5473229 The complaint Mr and Mrs M complain that Bank of Scotland plc trading as Birmingham Midshires Mortgages (“BM”) won’t extend the term of their interest-only Buy To Let (“BTL”) mortgage. Mr M said BM wrote to say it would talk about options, but then said they must pay in full... (3 pages)View decision -
Decision Reference DRN-5421409
9 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5421409 The complaint Miss S is unhappy Lloyds Bank PLC will not refund all of the money she lost as the result of a scam. She says it needs to refund an additional £11,100. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In su... (4 pages)View decision -
Decision Reference DRN-5598457
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5598457 The complaint Mr Y complains that Revolut Ltd blocked a payment he tried to make and that it wouldn't continue the release process without him providing private financial information. What happened In December 2024 Mr Y attempted to make 2 payments on successive days to... (2 pages)View decision -
Decision Reference DRN-5610633
9 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5610633 The complaint Mr B, who is represented, complains that National Westminster Bank PLC (‘NatWest’) didn’t reimburse him money he lost as a result of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below... (2 pages)View decision -
Decision Reference DRN-5531808
9 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5531808 The complaint Miss V complains about how Admiral Insurance (Gibraltar) Limited (Admiral).declined a claim under her motor insurance policy for the theft of her vehicle. References to Admiral in this decision include their agents. Miss V was supported by a representative wh... (5 pages)View decision
