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 381196 results
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Decision Reference DRN-4672221
15 Aug 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-4672221 The complaint Mr and Mrs W’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN-4489253
15 Aug 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4489253 The complaint Mr L’s complaint is, in essence, that Clydesdale Financial Services trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint On 9 April 2011, Mr... (9 pages)View decision -
Decision Reference DRN-5728124
15 Aug 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5728124 The complaint Mr F has complained about the way Marshmallow Insurance Limited dealt with his claim under his motor policy following an accident. What happened Mr F was involved in an accident on 19 October 2024. He is adamant that it wasn’t his fault, and he believes there ... (3 pages)View decision -
Decision Reference DRN-5756517
15 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5756517 The complaint Mr M complains about the way that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (“AMEX”) administered a benefit on his credit card account. He is also unhappy about AMEX’s handling of his complaint. What happened Mr M holds an AMEX credit... (4 pages)View decision -
Decision Reference DRN-5758463
15 Aug 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5758463 The complaint Ms S is unhappy that Tradex Insurance Company Plc (“TIC”) declined her contents claim after she accidentally burned her rug. When I refer to what Ms S said or what TIC said, it should be taken to include things said on their behalf. What happened The background... (5 pages)View decision -
Decision Reference DRN-5604378
15 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5604378 The complaint Ms P complains (‘Santander’), hasn’t reimbursed her following an Authorised Push Payment (‘APP’) investment scam she fell victim to. She says Santander should reimburse her for the money she lost. Ms P has brought the complaint with the assistance of a profess... (8 pages)View decision -
Decision Reference DRN-5692500
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5692500 The complaint Mr M complained because Bank of Scotland plc refused to refund him for a payment which he said was unauthorised. What happened On 2 March 2025, Mr M made a payment for the sterling equivalent of £100.09 plus a transaction fee of £2.99, totalling £103.08. Mr M... (4 pages)View decision -
Decision Reference DRN-5346749
15 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5346749 The complaint Mr J is unhappy that National Westminster Bank Public Limited Company won’t reimburse the money he lost to a scam. The complaint is brought on Mr J’s behalf by a professional representative. What happened The background to this complaint is well known to both... (2 pages)View decision -
Decision Reference DRN-5755399
15 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5755399 The complaint Mrs J and Mr V complain that Royal & Sun Alliance Insurance Limited (‘RSA’) mis-sold them their legal expenses insurance policy. They’re also unhappy it refused to cover a claim they made under that policy. All references to RSA include its agents. What h... (9 pages)View decision -
Decision Reference DRN-5758217
15 Aug 2025 TrinityBridge Limited UpheldPensions and AnnuitiesDRN-5758217 The complaint Mr H complains that TrinityBridge Limited (TrintyBridge) didn’t make him aware of the rules and requirements for withdrawing income from his self-invested personal pension (SIPP). He says that as a result of not being allowed to make an additional withdrawal wi... (9 pages)View decision
