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 128312 results
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Decision Reference DRN-5260352
12 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5260352 The complaint Mr G complains that Oodle Financial Services Limited (Oodle) acted irresponsibly when they agreed to lend to him. As they didn’t sufficiently check whether he could afford the repayments. In bringing his complaint Mr G is represented by a third party. For ease ... (4 pages)View decision -
Decision Reference DRN-5244732
12 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5244732 The complaint Mr and Miss M complain about the way AXA Insurance UK Plc dealt with a claim Mr M made under their home insurance policy. As the lead complainant is Mr M, I will refer to him in my decision on behalf of Mr M and Miss M. What happened In July 2023 Mr M reported ... (2 pages)View decision -
Decision Reference DRN-5293316
12 Feb 2025 Paymentsense Limited UpheldBanking and PaymentsDRN-5293316 The complaint A company I’ll call T complains that Paymentsense Limited trading as Dojo (Dojo) refused to waive a fee of £12.41 that was incurred during what T understood to be a free trial. T is represented by one of its directors, Mr J. What happened Mr J told our service ... (2 pages)View decision -
Decision Reference DRN-5325191
12 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5325191 The complaint Mr P complains that Santander UK Plc won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. What happened On 20 January 2025, I issued my provisional decision on this complaint. I wanted to give both parties a chan... (8 pages)View decision -
Decision Reference DRN-5221594
12 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5221594 The complaint Mr C is unhappy with the service HSBC UK Bank Plc trading as first direct bank (HSBC) provided when he sought their assistance with a refund he was due. What happened Mr C made an overpayment using his credit card with another provider. He was due a refund and... (2 pages)View decision -
Decision Reference DRN-5275093
12 Feb 2025 Gatehouse Bank Plc UpheldBanking and PaymentsDRN-5275093 The complaint Mr R complains that Gatehouse Bank Plc didn’t pay him the profit due on his savings account and gave him misleading and inaccurate information. What happened Mr R explains that he had been trying to establish the profit payable on his account. And which should ... (3 pages)View decision -
Decision Reference DRN-5321588
12 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5321588 The complaint Mr G complains that Revolut Ltd (‘Revolut’) won’t refund card payments he made as the result of a scam. What happened In May 2024, Mr G was setting up an ecommerce account with a well-known online retailer. Mr G was contacted by someone posing as a customer se... (5 pages)View decision -
Decision Reference DRN-5302046
12 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5302046 Complaint This complaint is being made against Nationwide Building Society (“Nationwide”) by the estate of Mrs H. For the sake of clarity I will refer to the estate of Mrs H as “the estate” in this final decision. The estate has complained about credit card limit increases ... (6 pages)View decision -
Decision Reference DRN-5322223
11 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5322223 Complaint Mr B is unhappy that National Westminster Bank Plc (NatWest) didn’t reimburse him after he told it he’d fallen victim to a scam. Background In early 2021, Mr B was offered an investment opportunity involving the management of his funds by an individual referred to ... (4 pages)View decision -
Decision Reference DRN-5275703
11 Feb 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5275703 The complaint Mrs S complains Fairmead Insurance Limited (Fairmead) unfairly declined to settle her claim on her home insurance policy. Fairmead are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Fairmea... (3 pages)View decision