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-5392390
15 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5392390 The complaint Mrs M complains about Capital One (Europe) plc’s decision not to uphold her dispute about an online shopping order. What happened Mrs M made an online shopping order with a merchant (who I’ll refer to as ‘B’ throughout this decision) for around £240 in late Sep... (6 pages)View decision -
Decision Reference DRN-5753499
15 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5753499 The complaint Mr D and Mrs T complain because Admiral Insurance (Gibraltar) Limited (‘Admiral’) hasn’t paid their travel insurance claim. Mr D and Mrs T are also unhappy with how Admiral handled the claim. All references to Admiral include the agents appointed to deal with c... (5 pages)View decision -
Decision Reference DRN-5747467
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5747467 The complaint Mr J complains that Bank of Scotland plc has not refunded disputed direct debit payments. What happened Mr J says he asked Bank of Scotland (BoS) to refund payments to his internet provider as it had overcharged him over a number of months. He says the overpaym... (2 pages)View decision -
Decision Reference DRN-5375288
15 Aug 2025 Financial Administration Services Limited UpheldInvestmentsDRN-5375288 The complaint Mr L has complained about the actions taken by Financial Administration Services Limited (‘Fidelity’) in relation to one of his share holdings. What happened Mr L had a self-invested personal pension (‘SIPP’) with Fidelity. Amongst his SIPP holdings were share... (4 pages)View decision -
Decision Reference DRN-5720146
15 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5720146 The complaint Mr E complains about Nationwide Building Society (NBS) after he instructed two large value payments. What happened Mr E instructed via branch, two payments of £80,000 to a company who I’ll refer to as A. One payment was sent in October 2022 and the other in Feb... (3 pages)View decision -
Decision Reference DRN-5704150
15 Aug 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5704150 The complaint Ms L complains about Highway Insurance Company Limited (Highway) replacing the windscreen in her vehicle using non-manufacturer glass. She says the policy in unclear, and that the replacement should have been an original, manufacturer windscreen. Any reference... (4 pages)View decision -
Decision Reference DRN-5673533
15 Aug 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5673533 The complaint Mr B and Miss G complain that Great Lakes Insurance UK Limited has unfairly declined their travel insurance claim. What happened Mr B and Miss G booked a trip to go abroad, travelling to a country I’ll call ‘M’. They took out a single trip travel insurance pol... (2 pages)View decision -
Decision Reference DRN-5738174
15 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5738174 Complaint Mr M has complained about a credit card NewDay Ltd (trading as “BIP”) provided to him. Mr M is being represented by his mother in this complaint. However, for ease of reference, I will refer to the arguments and submissions made on the case as having been made by ... (4 pages)View decision -
Decision Reference DRN-5756990
15 Aug 2025 Santander UK Plc Not upheldMortgagesDRN-5756990 The complaint Mr B’s complaint relates to his mortgage that he held with Santander UK Plc. He’s unhappy because he says that Santander didn’t do enough to support him during his period of financial difficulty. What happened In 2020 Mr B and his ex-wife (Mrs B) took a mortgag... (7 pages)View decision -
Decision Reference DRN-5696333
15 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5696333 The complaint Mrs H, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. ... (3 pages)View decision
