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 123872 results
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Decision Reference DRN-5703397
6 Aug 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5703397 The complaint Mr D has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In late 2023, Mr D found a job opportunity via social media, submitting online reviews for commission. He had to pay his own money in to ... (3 pages)View decision -
Decision Reference DRN-5311391
6 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5311391 The complaint Mr J complains about a car he acquired via a hire purchase agreement with BMW Financial Services(GB) Limited (‘BMWFS’). Mr J is represented in this complaint by Mrs J, but for ease of reference I have referred to Mr J throughout this decision. What happened In ... (3 pages)View decision -
Decision Reference DRN-5501268
6 Aug 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5501268 The complaint Miss C complains Red Sands Insurance Company (Europe) Limited has unfairly declined a claim she made on a pet insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat them in full again here. Briefly, Miss C... (3 pages)View decision -
Decision Reference DRN-5738992
6 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5738992 The complaint Mr W is unhappy with how Clydesdale Bank Plc, trading as Virgin Money (Virgin) have handled a chargeback dispute raised to recover the cost of a purchase he made using his debit card. What happened I issued my provisional decision to both parties explaining why... (6 pages)View decision -
Decision Reference DRN-5739246
6 Aug 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5739246 The complaint Mr C complains that Lloyds Bank PLC (‘Lloyds’) didn’t provide him with sufficient information to enable him to make an informed decision about loan consolidation. What happened I issued provisional decisions on this complaint earlier in the year. An extract fr... (6 pages)View decision -
Decision Reference DRN-5699612
6 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5699612 The complaint Ms A complains Barclays Bank UK PLC blocked her card several times while she was overseas and she had to make numerous calls. What happened Ms A was overseas and her card was blocked eight times. Ms A says she made six or seven calls a day to try and get her ... (3 pages)View decision -
Decision Reference DRN-5724501
6 Aug 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5724501 The complaint Mr V and Mrs A complain about the settlement of their buildings insurance claim by Zurich Insurance Company Ltd (‘Zurich’). Zurich are the underwriters (insurers) of this policy, but much of Mr V and Mrs A’s dissatisfaction is with Zurich’s appointed agents. As... (4 pages)View decision -
Decision Reference DRN-5738762
6 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5738762 The complaint Miss W complains that Santander UK Plc won’t refund her money she lost when she fell victim to an impersonation scam. Also, about the poor level of service she received when she contacted them about the scam. What happened The detailed background to this compl... (7 pages)View decision -
Decision Reference DRN-5738752
6 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5738752 The complaint Mrs B and Mr A complained about U K Insurance Limited which provides their home insurance. They made a claim to it in 2019 for subsidence, they’re unhappy with how that progressed. There are some parts of Mrs B and Mr A’s complaint I cannot consider. I’ve expl... (12 pages)View decision -
Decision Reference DRN-5738993
6 Aug 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5738993 The complaint Miss B and Mr H are unhappy with how AmTrust Specialty Limited have dealt with claims they have made on a building warranty policy. What happened Miss B and Mr H purchased a property that was covered by a ten-year warranty policy provided by AmTrust. The warran... (5 pages)View decision
