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 380712 results
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Decision Reference DRN-5738943
14 Aug 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5738943 The complaint Mr T complained that Great Lakes Insurance UK Limited declined the claim he made under his travel insurance policy when his flight was cancelled. What happened • Mr T had travel insurance that was underwritten by Great Lakes. • In October 2024 he was returning ... (2 pages)View decision -
Decision Reference DRN-5598032
14 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5598032 The complaint Ms C complains that Barclays Bank UK PLC gave her bank details to a third-party business (which I’ll refer to as BW) and allowed it to set up a direct debit instruction on her account. She believes this has breached her data privacy and requests compensation fo... (3 pages)View decision -
Decision Reference DRN-5749115
14 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5749115 The complaint Ms C complains that Bank of Scotland plc trading as Halifax mis-sold her an interest only mortgage. What happened Ms C has a mortgage with Halifax that she originally took in 1994. The mortgage was set up on a repayment basis meaning monthly payments contribute... (3 pages)View decision -
Decision Reference DRN-5535939
14 Aug 2025 Monthly Advance Loans Limited Not upheldConsumer CreditDRN-5535939 The complaint Miss P complains Monthly Advance Loans Limited (MAL) lent to her irresponsibly. What happened Miss P complains MAL lent to her irresponsibly when they approved the loan below: Date Capital Interest rateLoan term Monthly repayment 27 March 2023 £1,40056.47%24 ... (3 pages)View decision -
Decision Reference DRN-5754194
14 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5754194 The complaint Mr G complains that Starling Bank Limited didn’t refund him money paid under a direct debit, using the Direct Debit Guarantee. What happened Mr G’s energy supplier debited his Starling account with £269.07 via a direct debit. Mr G told Starling that the paymen... (2 pages)View decision -
Decision Reference DRN-5639101
14 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5639101 The complaint Mr T is unhappy with the way Nationwide Building Society dealt with a dispute he raised for a payment he made using his debit card. What happened Mr T bought several items from an online retailer I’ll call M in June 2024. He paid £1,385.40 including delivery u... (3 pages)View decision -
Decision Reference DRN-5572147
14 Aug 2025 Covea Insurance plc Not upheldInsuranceDRN-5572147 The complaint Miss K complains that Covea Insurance plc changed, and then withdrew, the offer it made for the salvage of her car under her motor insurance policy. What happened Miss K made a claim after an accident and Covea determined that her car was a write off. She told ... (2 pages)View decision -
Decision Reference DRN-5513557
14 Aug 2025 Key Retirement Solutions Limited Not upheldMortgagesDRN-5513557 The complaint Mr F1 complains that Key Retirement Solutions Limited mis-sold a lifetime mortgage to his late father, Mr F. He says Mr F was sold a mortgage he neither needed nor properly understood. Mr F1 is the executor of Mr F’s estate and brings the complaint on the esta... (3 pages)View decision -
Decision Reference DRN-5363131
14 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5363131 The complaint Mr S is unhappy that Wise Payments Limited, trading as Wise, will not refund £4,469.21 that he lost as the result of an Authorised Push Payment (APP) scam. What happened As both parties are familiar with the details of the scam, I will not repeat them in full h... (3 pages)View decision -
Decision Reference DRN-5521718
14 Aug 2025 Saga Services Limited Not upheldInsuranceDRN-5521718 The complaint Mr A complains that Saga Insurance Services unfairly and unjustly increased his motor insurance renewal premium, increasing his policy excess in the process. What happened Mr A held a three year fixed price policy. In December 2024 Saga sent Mr A information ab... (3 pages)View decision
