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-5282265
27 Feb 2025 ALGBRA GROUP LIMITED UpheldBanking and PaymentsDRN-5282265 The complaint Mr K complains about a chargeback request that was turned down by Algbra Group Limited (Algbra). He would like the amount claimed refunded. What happened The details of this complaint are well known to both parties so I won’t repeat these again here, instead I... (2 pages)View decision -
Decision Reference DRN-5318571
27 Feb 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5318571 The complaint Mr E complains that Capital One (Europe) plc applied interest to his account even though he’d settled the previous statement balance in full. What happened Mr E holds a credit card with Capital One. On 7 July 2022 Mr E made a payment of £29.35. The transaction ... (2 pages)View decision -
Decision Reference DRN-5359688
27 Feb 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5359688 The complaint Mr S has complained about the quality of a car provided on finance by Stellantis Financial Services UK Limited (Stellantis). What happened Stellantis supplied Mr S with a used car on a hire purchase agreement in March 2022. The cash price of the car was £23,00... (4 pages)View decision -
Decision Reference DRN-5290537
27 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5290537 The complaint Mr J complains that Royal & Sun Alliance Insurance Limited (“RSA”) rejected a claim on his pet insurance policy, saying the condition claimed for was a pre-existing condition and so was not covered. He’s also unhappy with the way the claim was managed. Mr J... (3 pages)View decision -
Decision Reference DRN-5155456
27 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5155456 The complaint Mr and Mrs L complain that Lloyds Bank PLC won’t refund all the money they lost when they were the victims of what they feel was a scam. What happened In August 2021, a friend of Mrs L’s recommended an investment company to her that they had been using and had... (4 pages)View decision -
Decision Reference DRN-5155427
27 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5155427 The complaint Mrs L complains that Lloyds Bank PLC won’t refund all the money she lost when she was the victim of what she feels was a scam. What happened In August 2021, a friend of Mrs L’s recommended an investment company to her that they had been using and had earned th... (3 pages)View decision -
Decision Reference DRN-4883482
27 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4883482 The complaint Mrs G complains that Santander UK Plc (‘Santander’) won’t refund the money she lost as the result of a rogue builder. What happened In early 2022, Mrs G and her daughter were looking to substantially renovate their home. They were recommended a builder by a lo... (4 pages)View decision -
Decision Reference DRN-5346845
26 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5346845 The complaint Mrs L complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly cancelled her home insurance policy when she made a claim, and refused to deal with the claim. Any reference to RSA in this decision includes its appointed agents. Mrs L has a repr... (4 pages)View decision -
Decision Reference DRN-5317596
26 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5317596 The complaint Mr B complains that his credit card issued by Barclays Bank UK PLC trading as Barclaycard wouldn’t work when he tried to use it to withdraw cash and pay for car hire whilst he was abroad. What happened Mr B has a Barclaycard credit card. At the end of August 20... (2 pages)View decision -
Decision Reference DRN-5178787
26 Feb 2025 Hansells Solicitors Not upheldPensions and AnnuitiesDRN-5178787 The complaint Mr N has pursued complaints about Hansells Solicitors’ (‘HS’) recommendation of a Defined Benefits Pension (‘DBP’) transfer in 2016 and its Ongoing Advice Service (‘OAS’) since then (until 31 July 2020 when HS sold its financial services business). This complai... (6 pages)View decision
