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-5241922
3 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5241922 The complaint Mr H says Santander UK PLC (“Santander”) refuses to refund him for transactions on his account he says he 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 short, Mr H complaine... (2 pages)View decision -
Decision Reference DRN-5531500
3 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5531500 The complaint Mr M complains that Lloyds Bank plc won’t refund to him the money that he paid to a bespoke shoe manufacturer. What happened Mr M used his Lloyds Bank debit card in July 2024 to pay £1,837 to a bespoke shoe manufacturer. It was a 75% deposit on a pair of bespok... (3 pages)View decision -
Decision Reference DRN-5415465
3 Jun 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5415465 The complaint Mr B complains about how much West Bay Insurance Plc (‘West Bay’) paid him in settlement following a claim under his motor insurance policy. He’s unhappy they’ve now asked him to repay the difference between the amount he received and what they should have rais... (4 pages)View decision -
Decision Reference DRN-5463107
3 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5463107 The complaint Miss D complains AXA Insurance UK Plc (AXA) didn’t provide her with appropriate alternative accommodation after she made a claim under a home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summ... (3 pages)View decision -
Decision Reference DRN-5204787
3 Jun 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5204787 The complaint Mr T complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited (OFS) is of unsatisfactory quality. What happened In April 2024 Mr T entered into a hire purchase agreement with OFS to purchase a used car. The car... (4 pages)View decision -
Decision Reference DRN-5500683
3 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5500683 The complaint Mrs P complains about the service she received from Revolut Ltd (“Revolut”) when undertaking a source of wealth check. In particular, Mrs P wants to know why Revolut requires the information requested as she believes it to be intrusive, unnecessary and extends ... (3 pages)View decision -
Decision Reference DRN-5463004
3 Jun 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5463004 The complaint Mr W complains about how Accredited Insurance (Europe) Ltd (Accredited) dealt with a claim under his motor insurance policy following an accident, specifically the time being taken to finalise the claim. Mr W is also concerned that the claim being open has led ... (4 pages)View decision -
Decision Reference DRN-5599934
3 Jun 2025 Quotemetoday.co.uk Ltd UpheldInsuranceDRN-5599934 The complaint Mr G has complained that Quotemetoday.co.uk Ltd (QMT) mis-sold his motor trade insurance policy. And that this led to his claim for damage to his motorhome being turned down by his insurer. What happened Mr G took out a motor trade policy through QMT in Januar... (6 pages)View decision -
Decision Reference DRN-5307990
3 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5307990 The complaint Mrs M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY opened a fixed rate savings account with a different interest rate to the one she applied for. She also complains about the difficulty in gaining access to the interest. What happened Mrs M ... (6 pages)View decision -
Decision Reference DRN-5591827
3 Jun 2025 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-5591827 The complaint Mrs M complains about the service received from Al Rayan Bank PLC (“Al Rayan”) when it mistakenly sent the balance of her entire account to a work colleague causing her significant distress and inconvenience. What happened Mrs M was abroad on holiday when she d... (3 pages)View decision
