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 392389 results
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Decision Reference DRN-5704919
24 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5704919 The complaint Miss R complains about how Admiral Insurance (Gibraltar) Limited (Admiral) dealt with a claim on her motor insurance. References to Admiral include other organisations and individuals acting on its behalf. What happened Miss R had motor insurance underwritten b... (5 pages)View decision -
Decision Reference DRN-5846467
24 Nov 2025 Utmost Life and Pensions Limited Not upheldPensions and AnnuitiesDRN-5846467 The complaint Mr W has complained, through his representative, that he was given unsuitable advice by The Equitable Life Assurance Society (Equitable Life) to transfer to a section 32 policy when his employer’s final salary pension scheme was being wound up. Utmost Life and... (6 pages)View decision -
Decision Reference DRN-5700532
24 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5700532 The complaint Mr C has complained that Barclays Bank UK PLC unfairly sent him letters and texts about reducing his overdraft. What happened Mr C has explained that he’s had the same overdraft limit with Barclays for 25 years, and has never been contacted about it. He was the... (2 pages)View decision -
Decision Reference DRN-5970035
24 Nov 2025 Skrill Limited Not upheldBanking and PaymentsDRN-5970035 The complaint Mr V complains that Skrill Limited declined to refund disputed transactions that were made from his account. What happened In February 2024 Mr V noticed that payments had been made from his bank account to his account with Skrill – and from there payments had b... (3 pages)View decision -
Decision Reference DRN-5959046
24 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5959046 The complaint Mr M complains that Santander UK Plc (‘Santander’) didn’t add additional cardholders to his World Elite credit card and have engaged poorly with him. Mr M wants increased compensation and additional cardholders to be added to his account. What happened Mr M com... (3 pages)View decision -
Decision Reference DRN-5970837
24 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5970837 The complaint Ms G complains Lloyds Bank PLC won’t reimburse money she lost when she fell victim to, what appears to be, multiple scams. What happened I issued my provisional decision on 6 November 2025 to give both parties an opportunity to comment on the additional details... (4 pages)View decision -
Decision Reference DRN-5863170
24 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5863170 The complaint Mr F complains about how Santander UK Plc failed to prevent gambling transactions debiting his account. Accordingly, Mr F would like Santander to refund the transactions, and award compensation. What happened The details of this case are well known to both part... (3 pages)View decision -
Decision Reference DRN-5400712
24 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5400712 The complaint B, a limited company, complains that Santander UK Plc (‘Santander’) hasn’t refunded the money it believes it lost to an authorised push payment (‘APP’) investment scam. B’s director, whom I’ll refer to as ‘E’, referred the complaint to this service. So, for ea... (4 pages)View decision -
Decision Reference DRN-5623584
24 Nov 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5623584 The complaint Miss L complains Go Car Credit Limited provided her with an unaffordable hire purchase agreement. Miss L’s complaint has been brought by a professional representative, but for ease I’ve referred to all submissions as though they are her own. What happened In N... (5 pages)View decision -
Decision Reference DRN-5874564
24 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5874564 The complaint Mrs L complains that Barclays Bank UK PLC trading as Barclaycard lent to her irresponsibly. What happened Mrs L applied for – and was given - a credit card with Barclaycard with a credit limit of £1,500 which was subsequently increased as follows: Date Event N... (4 pages)View decision