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 364766 results
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Decision Reference DRN-5319657
3 Mar 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5319657 The complaint Mr S complains that The Co-operative Bank Plc (the Co-op) has been unable a trace where funds he had held in a two-year fixed rate bond were paid to when it matured in 2016. Mr S is represented in this complaint by a third party - Mrs M. But for ease of readin... (3 pages)View decision -
Decision Reference DRN-5335272
3 Mar 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5335272 The complaint Mrs B complains about the way AXA PPP Healthcare Limited administered a personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key events.... (3 pages)View decision -
Decision Reference DRN-5080364
3 Mar 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5080364 The complaint Mr H complains Clydesdale Financial Services Limited, trading as Barclays Partner Finance (BPF) haven’t fairly compensated him for issues relating to a shower room installation, financed through a “Buy Now Pay Later” (BNPL) loan. What happened In July 2021 Mr ... (7 pages)View decision -
Decision Reference DRN-5367049
3 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5367049 The complaint Mr W has complained about Advantage Insurance Company Limited. He isn’t happy that it cancelled his policy following a claim against his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as ... (2 pages)View decision -
Decision Reference DRN-5236949
3 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5236949 The complaint Mrs W says that she fell victim to a scam. She wants The Royal Bank of Scotland Plc to refund the money that she sent to one of its account holders. Mrs W has also complained to her own bank which sent the payments. I have considered that complaint separately. ... (3 pages)View decision -
Decision Reference DRN-5236936
3 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5236936 The complaint Mrs W says that she fell victim to a scam. She wants Barclays Bank UK PLC to refund the money that she sent to one of its account holders. Mrs W has also complained to her own bank which sent the payments. I have considered that complaint separately. This decis... (4 pages)View decision -
Decision Reference DRN-5176614
3 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5176614 The complaint Mrs W made payments towards an investment that she now considers to have been a scam. She wants HSBC UK Bank Plc to refund the money that she’s lost. Mrs W has also complained to the banks which received the money she sent. I have considered those complaints se... (5 pages)View decision -
Decision Reference DRN-4769166
3 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4769166 The complaint Ms O complains that Santander UK Plc (‘Santander’) hasn’t refunded a faster payment she believes she made because of an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well known to both parties, so I don’t intend to r... (3 pages)View decision -
Decision Reference DRN-5191112
3 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5191112 The complaint Mr S complains that esure Insurance Limited (“esure”) unfairly recorded him at-fault for an accident and didn’t tell him he could add a replacement car to his motor insurance policy. What happened In January 2024 Mr S collided with a large animal whilst he was ... (3 pages)View decision -
Decision Reference DRN-5289005
3 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5289005 The complaint Mr H complains about how Starling Bank Limited (Starling) treated him within communication he had when he contacted them about a direct debit, and to raise a complaint. What happened The details of this complaint are well known to both parties, so I won’t repea... (2 pages)View decision
