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-5590938
3 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5590938 The complaint R complains that Starling Bank Limited won’t refund money it lost when it was the victim of a scam. The complaint has been brought by Mr P, sole director of R. I’ll mainly refer to Mr P throughout my decision. What happened In August 2024, Mr P received a phone... (3 pages)View decision -
Decision Reference DRN-5164119
3 Jun 2025 EE Limited UpheldConsumer CreditDRN-5164119 The complaint Ms L complains about three fixed sum loan agreements she has with EE Limited that were used to buy three brand new mobile telephone devices. What happened In February 2024, Ms L took out three separate fixed sum loan agreements with EE, to pay for three differe... (4 pages)View decision -
Decision Reference DRN-5537369
3 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5537369 The complaint Mr H is unhappy with how Bank of Scotland plc (Bank of Scotland) handled his claim. What happened Mr H purchased gym equipment from a supplier I shall call L in May 2024 using his credit card to the sum of £505.99. As this didn’t arrive Mr H subsequently purch... (6 pages)View decision -
Decision Reference DRN-5476534
3 Jun 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5476534 The complaint Miss F complains through her representative that the finance monies Advantage Finance advanced her through a hire purchase agreement to obtain a car in June 2018 ought not to have been advanced. She says that she could not afford it. Miss F also complains that... (3 pages)View decision -
Decision Reference DRN-5599194
3 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5599194 The complaint Mr W is unhappy that Santander UK Plc (“Santander”) won’t refund him after he fell victim to an investment scam. What happened In October 2020, Mr W came across an investment opportunity with an organisation - I will refer to K in this decision. On 12 October ... (6 pages)View decision -
Decision Reference DRN-5599427
3 Jun 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5599427 The complaint This complaint is about a mortgage Mr V holds with Landmark Mortgages Limited (LML). It’s one of several complaints Mr V has raised from time to time. All of them derive generally from LML’s treatment of Mr V over arrears and the litigation action LML has taken... (4 pages)View decision -
Decision Reference DRN-5583272
3 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5583272 The complaint Mr S complains about the way American Express Services Europe Limited handled his claim against a holiday company. What happened In September 2024 Mr S booked a holiday through a travel agent, which I’ll call “L”. He paid £686 using his Amex charge card for a 7... (2 pages)View decision -
Decision Reference DRN-5501934
3 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5501934 The complaint Mr S complains about the cost of his combined buildings, contents and car insurance policy with Admiral Insurance (Gibraltar) Limited. What happened Mr S has had a subsidence claim ongoing for some time. He complained that when he renewed his policy in 2024 the... (3 pages)View decision -
Decision Reference DRN-5526618
3 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5526618 The complaint Mr R complains American Express Services Europe Limited (AESEL) trading as American Express (Amex) have acted unfairly by not refunding part of the payments he made towards a holiday using his credit card and charge card. What happened Mr R has been supported ... (11 pages)View decision -
Decision Reference DRN-5517775
3 Jun 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5517775 The complaint Mr and Mrs C complain that Barclays Bank UK PLC did not treat them fairly when the term of their mortgage ended and they needed to repay the mortgage current account (MCA) that was linked to the mortgage. What happened In 2007, Mr and Mrs C took out a mortgage ... (4 pages)View decision
