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-5707847
31 Jul 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5707847 The complaint Mr L has complained that Accredited Insurance (Europe) Limited declined a claim he made on his contents insurance policy for a watch. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in t... (3 pages)View decision -
Decision Reference DRN-5663582
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5663582 The complaint S complain that Wise Payments Limited won’t refund money they say they lost to an investment scam. S is being supported in making their complaint by a representative. But for ease, I’ll only refer to S in this decision. What happened The background to this comp... (5 pages)View decision -
Decision Reference DRN-5704802
31 Jul 2025 Vitality Health Limited UpheldInsuranceDRN-5704802 The complaint Mr W is unhappy that the reward points on his private medical insurance policy weren’t being updated correctly by Vitality Health Limited (Vitality). He said this has required a disproportionate amount of time and effort on his part. What happened Mr W has a pr... (4 pages)View decision -
Decision Reference DRN-5711848
31 Jul 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5711848 The complaint Mrs R is unhappy that Motability Operations Limited (‘Motability’) refused to allow her to extend the minimum term of hire on a car they’d supplied her. Mrs R has been represented during the claim and complaint process by Mr R. For ease of reference, I will re... (3 pages)View decision -
Decision Reference DRN-5726378
31 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5726378 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (Halifax) was irresponsible in granting him a personal current account overdraft, as it was unaffordable for him. Mr S also complains that his relationship with Halifax was unfair as he was allowed to ... (6 pages)View decision -
Decision Reference DRN-5149935
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5149935 The complaint Mr I complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he lost as a result of what he believes was an ‘Authorised Push Payment’ (‘APP’) property investment scam. Mr I brings his complaint with the assistance of a professional representati... (4 pages)View decision -
Decision Reference DRN-4652706
31 Jul 2025 First Holiday Finance Limited UpheldConsumer CreditDRN-4652706 The complaint Mr G’s complaint is, in essence, that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (16 pages)View decision -
Decision Reference DRN-5703367
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5703367 The complaint Mr E complains about the service he received from Barclays Bank UK PLC, trading as Barclaycard, in relation to disputes he raised with them. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ove... (2 pages)View decision -
Decision Reference DRN-5309816
31 Jul 2025 ReAssure Limited Not upheldInsuranceDRN-5309816 The complaint Mr N’s complained that ReAssure Limited cancelled his critical illness policy without telling him – leaving him without cover when he was diagnosed with a serious medical condition. What happened In 2000, Mr N bought a flexible mortgage ISA plan, which ran for ... (2 pages)View decision -
Decision Reference DRN-5194221
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5194221 The complaint Mrs M complains that Santander UK Plc (‘Santander’) didn’t do enough to protect her when she made payments to a property investment opportunity that she now considers was a scam. Mrs M brings her complaint with the assistance of a professional representative. ... (3 pages)View decision
