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-5676632
22 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5676632 The complaint Mr R complains that NewDay Ltd trading as Aqua (“Aqua”) was irresponsible in increasing his credit card limit, as it was unaffordable for him. What happened Mr R opened a credit card with Aqua in July 2021. The initial credit limit was £450. The credit limit w... (5 pages)View decision -
Decision Reference DRN-5893492
22 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5893492 The complaint Miss B has complained that Santander UK Plc won’t refund the money she lost after falling victim to a scam. What happened In late 2024, Miss B was looking for work and found an advert for remote part-time work. She provided her details, then was contacted by sc... (4 pages)View decision -
Decision Reference DRN-5730674
22 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5730674 The complaint Mr A complains about the actions of Revolut Ltd when he lost money to a scam. Mr A is being represented by a claims management company but for ease of reading I’ll only refer to Mr A. What happened The detailed background to this complaint is well known to bo... (3 pages)View decision -
Decision Reference DRN-5698846
22 Oct 2025 ST. JAMES'S PLACE UK PLC Not upheldInsuranceDRN-5698846 The complaint Mr R is unhappy that ST. JAMES'S PLACE UK PLC (‘SJP’) have declined a claim he made on a critical illness policy. What happened Mr R was diagnosed with non-invasive urothelial bladder cancer pTa. He claimed on his critical illness policy, but the claim was... (2 pages)View decision -
Decision Reference DRN-5757871
22 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5757871 The complaint X complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the amount she lost as the result of a scam. X is being represented by a third party. To keep things simple, I will refer to X throughout my decision. What happened The background of this compl... (3 pages)View decision -
Decision Reference DRN-5759266
22 Oct 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5759266 The complaint Mr M says The Royal Bank of Scotland Plc (RBS) irresponsibly lent to him. What happened In June 2023 RBS approved Mr M’s loan application. It agreed to lend him £9,500 over five years. The monthly repayments were £288.02. Mr M says he was already using his ove... (2 pages)View decision -
Decision Reference DRN-5754210
22 Oct 2025 Vitality Health Limited Not upheldInsuranceDRN-5754210 The complaint Mr K is unhappy with the actions Vitality Health Limited took when his private medical insurance policy was due for renewal. What happened Mr K complains that Vitality deducted £420 from his bank account without authorisation. This was following discussions bet... (2 pages)View decision -
Decision Reference DRN-5741764
22 Oct 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5741764 The complaint Miss T complains that BUPA Insurance Limited has declined a claim she made on her private dental insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my re... (2 pages)View decision -
Decision Reference DRN-5702605
22 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5702605 The complaint Ms W complains that Wise Payments Limited (trading as Wise) won’t refund payments she says were made as part of a scam. What happened • Ms W complained to Wise that it ought to refund her two international payments she made in August and September 2024. She’s e... (2 pages)View decision -
Decision Reference DRN-5801087
22 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5801087 The complaint Mr F is unhappy with the service he received from Inter Partner Assistance SA when he became unwell whilst on holiday. What happened Mr F was on holiday in a long haul destination when he became seriously ill. Mr F is an elderly gentleman and was travelling alo... (3 pages)View decision
