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 380824 results
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Decision Reference DRN-5775487
4 Sep 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5775487 The complaint Ms R is unhappy that a car supplied to her under a hire agreement with Ald Automotive Limited (ALD) was of unsatisfactory quality. When I refer to what Ms R or ALD have said or done, it should also be taken to include things said or done on their behalf. What ... (6 pages)View decision -
Decision Reference DRN-5610795
4 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5610795 The complaint Mr A is unhappy with Aviva Insurance Limited’s (Aviva) administration of his motor insurance policy, which he said led to the policy wrongly being cancelled. What happened In August 2024 Mr A changed the car insured by Aviva and was assured everything was upda... (3 pages)View decision -
Decision Reference DRN-5798457
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5798457 The complaint Mr S complains about the way in which Barclays Bank UK PLC handled his claim for a refund when accommodation he booked was not of a satisfactory standard. He paid for the accommodation with his Barclaycard. What happened In May 2024 Mr S booked two rooms in a g... (5 pages)View decision -
Decision Reference DRN-5430114
4 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5430114 The complaint Mr S complains that Creation Consumer Finance Ltd lent to him irresponsibly when they provided him with a credit account. What happened In April 2022, Mr S was provided with a credit account by Creation, to purchase some goods. In late 2024, Mr S complained. ... (3 pages)View decision -
Decision Reference DRN-5795091
4 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5795091 The complaint Mr S has complained about Revolut Ltd not refunding several payments he says he made and lost to an authorised push payment (APP) impersonation scam. What happened On 18 August 2025, I issued my provisional decision on this complaint. I wanted to give both par... (6 pages)View decision -
Decision Reference DRN-5796912
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5796912 The complaint Mrs S complains Santander UK Plc won’t refund money she lost when she fell victim to an advanced fee job scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. In December 2022 Mrs S was th... (5 pages)View decision -
Decision Reference DRN-5797903
4 Sep 2025 Digital Moneybox Limited UpheldBanking and PaymentsDRN-5797903 The complaint Mr S complains it took Digital Moneybox Limited too long to complete a cash Individual Savings Account (ISA) transfer he instructed it to make, meaning he lost out on interest. What happened I sent the parties a provisional decision in August 2024, in which I s... (5 pages)View decision -
Decision Reference DRN-5478630
4 Sep 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5478630 The complaint Mr A complains about how Assurant General Insurance Limited settled his mobile phone insurance claim. What happened Mr A has mobile phone insurance through his bank account. He complains that when he claimed for a damaged mobile phone Assurant sent him a phone... (3 pages)View decision -
Decision Reference DRN-5680369
4 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5680369 The complaint U, a limited company, complains that HSBC UK Bank Plc have declined to refund them for funds lost to a scam. U is represented by Mr W, a director. What happened The background to this case is known to both parties, and largely not in dispute, so I will only co... (2 pages)View decision -
Decision Reference DRN-5752332
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5752332 The complaint Mr M complains that Barclays Bank UK PLC trading as Tesco Bank blocked his credit card. What happened On 21 May 2025 Mr M attempted to make a transaction at a car hire company using his Tesco Bank credit card. The payment was declined due to a temporary block h... (2 pages)View decision
