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-5526434
3 Jun 2025 Covea Insurance plc Not upheldInsuranceDRN-5526434 The complaint Mrs K complains about Covea Insurance plc’s decision to decline a claim under a home insurance policy. What happened Mrs K had a home insurance policy with Covea. In September 2024, items were stolen from her home overnight while she was asleep. Mrs K made a cl... (2 pages)View decision -
Decision Reference DRN-5600891
3 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5600891 The complaint Mr A and Miss A complain Nationwide Building Society (“Nationwide”) closed their savings account after asking erroneously for a third person - who wasn’t an account holder, nor did they exist - to provide ID. Mr A and Miss A says Nationwide’s actions have cause... (3 pages)View decision -
Decision Reference DRN-5504098
3 Jun 2025 Covea Insurance plc Not upheldInsuranceDRN-5504098 The complaint Mr O complains about how Covea Insurance plc (Covea) charged an additional premium on his policy for changing his vehicle and adding a named driver. But only offered a small refund when he told them he no longer required the named driver on the policy. Any ref... (2 pages)View decision -
Decision Reference DRN-5220166
3 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5220166 The complaint Miss P complains that Revolut Ltd won’t reimburse her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. Bu... (2 pages)View decision -
Decision Reference DRN-5575753
3 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5575753 The complaint Ms F has recently reverted to using her maiden name. So, I will refer to her as Ms F throughout this decision, whereas I previously referred to her as Mrs W. Ms F and Mr W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly an... (24 pages)View decision -
Decision Reference DRN-5400188
3 Jun 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5400188 The complaint Miss L, through a representative, says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to her What happened Miss L took out a loan for £3,000 over 36 months from 118 118 Money in January 2022. The monthly repayments were £142.21 and the tota... (3 pages)View decision -
Decision Reference DRN-5400813
3 Jun 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5400813 The complaint Mrs K complains that Lloyds Bank PLC lent to her irresponsibly in April 2004 when it approved a loan for her. What happened Mrs K has produced one page of an agreement she says is dated 29 April 2004 in which the front page shows the agreement was a personal l... (4 pages)View decision -
Decision Reference DRN-5428795
3 Jun 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5428795 The complaint Mr D complains about the quality of a car leased to him by CA AUTO FINANCE UK LTD (‘CF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with m... (3 pages)View decision -
Decision Reference DRN-5121730
3 Jun 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5121730 The complaint Miss V complains that Wise Payments Limited (“Wise”) won’t refund the money she lost as a result of a scam. Miss V has been represented in her complaint by a firm of solicitors. What happened The background to this complaint is well known to both parties, so I’... (3 pages)View decision -
Decision Reference DRN-5312440
3 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5312440 The complaint Mr S and Miss H complain Santander UK PLC (“Santander”) refuses to refund them for transactions on their account they say they didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In ... (2 pages)View decision
