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 381082 results
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Decision Reference DRN-5620984
25 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5620984 The complaint Mr H complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr H hims... (2 pages)View decision -
Decision Reference DRN-5664855
25 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5664855 The complaint Mrs S has complained Nationwide Building Society treated her poorly and wouldn’t refund £250 which was taken from her account at a cash machine within Nationwide’s branch. What happened In August 2024, Mrs S went into a Nationwide branch. She used a cash machin... (2 pages)View decision -
Decision Reference DRN-5434255
25 Jul 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5434255 The complaint Mr N complains about the quality of a car supplied by Tandem Motor Finance Limited (‘Tandem’) on finance. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving... (5 pages)View decision -
Decision Reference DRN-5187825
25 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5187825 The complaint Mrs B complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs B tells ... (3 pages)View decision -
Decision Reference DRN-5049442
25 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5049442 The complaint S, a limited company, has complained Revolut Ltd won’t refund them for over £85,000 worth of transactions made from their account by a fraudster. What happened There are three directors of S being Mr and Mrs S and Mr S1. For ease I’ll refer mainly to Mr and Mrs... (3 pages)View decision -
Decision Reference DRN-5656039
25 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5656039 The complaint Mr L complains about the service he received from Vanquis Bank Limited when he contacted them by telephone to log a disputed transaction claim. What happened On 22 November 2024 Mr L made 4 telephone calls to Vanquis to log a disputed transaction claim. When Mr... (2 pages)View decision -
Decision Reference DRN-5491868
25 Jul 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5491868 The complaint Mr S complains that Assurant General Insurance Limited has refused to fix his mobile phone under the warranty following a repair. Any reference to Assurant also relates to its agents. What happened Mr S has a mobile phone insurance policy through his bank acc... (2 pages)View decision -
Decision Reference DRN-5703145
25 Jul 2025 AWP P&C S.A. Not upheldInsuranceDRN-5703145 The complaint Mr and Mrs A complain that AWP P&C S.A. (AWP) has unfairly handled a claim made on their home emergency policy. Mr and Mrs A complain that AWP caused avoidable delays and failed to complete a repair to their boiler in a timely manner. This resulted with the... (4 pages)View decision -
Decision Reference DRN-5715282
25 Jul 2025 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5715282 The complaint Mr W complains about how Atlanta Insurance Intermediaries Limited handled claims he made on his motor insurance policy. Reference to Atlanta includes its agents. What happened Mr W held a motor insurance policy arranged by Atlanta. The policy was with an insure... (3 pages)View decision -
Decision Reference DRN-4994076
25 Jul 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-4994076 The complaint D, a sole trader, has complained Metro Bank PLC did nothing to identify and stop a fraudulent payment being made to one of their customer’s accounts. What happened D operates as a small business and holds an account with a bank that I’ll refer to as L. They hav... (3 pages)View decision
