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-5492795
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5492795 The complaint Mr and Mrs S complain Barclays Bank UK PLC won’t refund two transactions made using Mr S’ debit card from their joint account which they say Mr S didn’t make or authorise. As it was Mr S’ debit card that was used, I’ll refer mostly to him. What happened Mr S ... (2 pages)View decision -
Decision Reference DRN-5822405
24 Oct 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5822405 The complaint Mr T complains that New Wave Capital Limited, trading as Capital On Tap (COT) treated him unfairly when he acted as a personal guarantor on a company credit card. What happened The details of this complaint are known to all parties, so I’ll give just a broad o... (4 pages)View decision -
Decision Reference DRN-5343030
24 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5343030 The complaint Miss A complains that Santander UK Plc hasn’t refunded money she paid for building work that she now considers was a scam. What happened In mid-2022, Miss A engaged a company (which I’ll refer to as Company R) to carry out building works on her property. Betwe... (6 pages)View decision -
Decision Reference DRN-5853258
24 Oct 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5853258 The complaint Ms R complains about how ARAG Legal Expenses Insurance Company Limited (trading as DAS) handled two home emergency claims I’m not upholding this complaint because I won’t be asking DAS to do anything different to resolve the complaint. What happened Ms R held... (5 pages)View decision -
Decision Reference DRN-5705672
24 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5705672 Complaint G, a limited company, complains that National Westminster Bank Public Limited Company (NatWest) didn’t reimburse it after it lost money to an investment scam. The complaint is brought on G’s behalf by Mr G, its only director. Background In May 2020, Mr G fell victi... (5 pages)View decision -
Decision Reference DRN-5895356
24 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5895356 The complaint L, a limited company, complains that Barclays Bank UK PLC made a mistake with its account mandate resulting in a cheque being returned. What happened L explains that it issued a cheque for £140,000. It received what it describes as a generic letter saying that... (3 pages)View decision -
Decision Reference DRN-5577580
24 Oct 2025 Sky UK Limited Not upheldConsumer CreditDRN-5577580 The complaint Mrs W said that she was treated unfairly when she tried to cancel a fixed sum loan agreement and return the goods supplied by Sky UK Limited. What happened Mrs W entered into a fixed sum loan agreement with Sky UK Limited. The agreement was for the supply of T... (4 pages)View decision -
Decision Reference DRN-5834350
24 Oct 2025 Santander UK Plc Not upheldConsumer CreditDRN-5834350 The complaint Mr M complains that Santander UK Plc irresponsibly provided him with a loan. He’s also unhappy with the interest rate applied to the loan. What happened In November 2023, Mr M applied for a £10,000 loan with Santander. His application was approved and the fund... (3 pages)View decision -
Decision Reference DRN-5646234
24 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5646234 The complaint Mr D complains that Santander UK Plc hasn’t refunded him after he reported falling victim to a scam. What happened The background to this complaint is well-known to all parties and so I’m only summarising events here. Mr D wanted a solar panel system fitted at ... (3 pages)View decision -
Decision Reference DRN-5900900
24 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5900900 The complaint Mr and Mrs M complain that Admiral Insurance (Gibraltar) Limited declined a claim they made on their travel insurance policy. What happened Mr and Mrs M claimed on their travel insurance policy as Mrs M wasn’t well enough to go on holiday following major surger... (3 pages)View decision
