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-5673147
11 Aug 2025 One Insurance Limited Not upheldInsuranceDRN-5673147 The complaint Mr O complains that One Insurance Limited delayed unreasonably in approving a claim he made on his motor insurance policy, causing him distress and inconvenience. What happened Mr O’s car broke down on 24 October 2024 when he was driving and was taken to a gar... (2 pages)View decision -
Decision Reference DRN-5699415
11 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5699415 The complaint Miss N is unhappy that TSB won’t refund payments she says she sent as part of a cryptocurrency investment scam. Miss N has raised complaints about four scams, and this is the second one (chronologically) of those alleged scams. What happened In late 2020 Miss N... (3 pages)View decision -
Decision Reference DRN-5699389
11 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5699389 The complaint Miss N is unhappy TSB Bank plc won’t refund payments she says she sent between 2017 and 2020 as part of a property investment scam. Miss N has raised complaints about four scams, and this is the first one (chronologically) of those alleged scams. What happened ... (4 pages)View decision -
Decision Reference DRN-5656073
11 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5656073 The complaint Mr F complains that PayPal UK Ltd declined his claim for a refund of a transaction made using his PayPal Credit account. What happened In October 2024, Mr F was abroad with his wife. On their return journey to the UK, Mr F said it was critical he and his wife c... (3 pages)View decision -
Decision Reference DRN-5512389
11 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5512389 The complaint Mr J has complained about charges made by Mercedes-Benz Financial Services UK Limited (‘MBFS’) at the end of his car hire agreement. What happened Mr J entered into a car hire agreement with MBFS. But, at the end of the agreement, when he returned the car, he w... (2 pages)View decision -
Decision Reference DRN-5423690
11 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5423690 The complaint Mr H, through his representative, complains that Moneybarn No. 1 Limited lent to him irresponsibly by approving car finance for him. What happened On 8 December 2020 Mr H agreed to pay for finance arranged by Moneybarn to pay for a car. The total to repay was £... (3 pages)View decision -
Decision Reference DRN-5363149
11 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5363149 The complaint Mr D complains about the way Nationwide Building Society (‘Nationwide’) handled his request for a refund. What happened As both parties are aware of the background to this complaint, I’ve summarised it here. This simply reflects our informal remit. In July 202... (2 pages)View decision -
Decision Reference DRN-5720234
11 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5720234 The complaint This complaint is about an expired interest-only mortgage Mrs and Mr K hold with Bank of Scotland plc trading as Halifax. The essence of the complaint is that Mrs and Mr K believes Halifax is harassing them to repay the mortgage, and are unhappy that it has co... (3 pages)View decision -
Decision Reference DRN-5683015
11 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5683015 The complaint Mrs S and Mr S complain about how esure Insurance Limited (esure) declined a claim under their motor insurance policy for damage to their vehicle from a gate in a storm. References to esure in this decision include their agents. What happened In November 2023... (3 pages)View decision -
Decision Reference DRN-5680719
11 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5680719 The complaint Mrs P and Mr P complain about esure Insurance Limited (“EIL”) and the decision to decline the claim they made on their home insurance policy, after the roof above their indoor pool was damaged. Mr P has acted as the main representative during the claim and comp... (4 pages)View decision
