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-5592875
4 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5592875 The complaint Mrs P complains that Santander UK Plc lent to her irresponsibly via an overdraft over an extended period of time. She would like all the fees and charges associated with the overdraft refunded. What happened In February 2019 Santander first approved an overdra... (3 pages)View decision -
Decision Reference DRN-5728832
4 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5728832 The complaint Mr D complains that Clydesdale Bank Plc, trading as Virgin Money, have been unreasonable to default his account and not to agree to write off his debt. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide ... (2 pages)View decision -
Decision Reference DRN-5663698
4 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5663698 The complaint Mr and Mrs M complain about AWP P&C S.A.’s offer of settlement for their travel insurance claim. My references to AWP include its claim handling agents. What happened Mr and Mrs M have travel insurance through a bank account, insured by AWP. They made a cl... (3 pages)View decision -
Decision Reference DRN-5480793
4 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5480793 The complaint Mrs S complains that TSB held her liable for a failed cash withdrawal and didn’t carry out an effective investigation. What happened Mrs S used one of a bank of three automated teller machines (ATM) regularly. She was withdrawing cash for a project at home and... (5 pages)View decision -
Decision Reference DRN-5637758
4 Aug 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5637758 The complaint Mr C complains that ReAssure Limited (“ReAssure”) provided incorrect information about his pension, and caused delays which resulted in him experiencing financial difficulty and embarrassment. What happened Mr C held a pension with ReAssure. In February 2024 h... (5 pages)View decision -
Decision Reference DRN-5554796
4 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5554796 The complaint Miss H complains Aviva Insurance Limited didn’t handle a claim against a home insurance policy fairly. What happened Aviva insured a property. The policyholder is Mr G, Miss H’s (ex)husband. Both parties have a financial interest in the property, but only Miss... (3 pages)View decision -
Decision Reference DRN-5734243
4 Aug 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5734243 The complaint Mr D complains about how Vanquis Bank Limited reported information to credit reference agencies in relation to a credit card. What happened Around May 2018 Mr D took out a credit card with Vanquis. Unfortunately, Mr D got into financial difficulty and his acco... (4 pages)View decision -
Decision Reference DRN-5689021
4 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5689021 The complaint Miss H complains that Volkswagen Financial Services (UK) Limited (t/a Audi Financial Services) (“VFS”) didn’t administer her account correctly resulting in her credit file being adversely affected. What happened Miss H entered into a hire purchase agreement in ... (3 pages)View decision -
Decision Reference DRN-5709567
4 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5709567 The complaint Mr S complains about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. Instead, I’ll provide a summary and will focus on ... (3 pages)View decision -
Decision Reference DRN-5634336
4 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5634336 The complaint Mr Y is unhappy that Monzo Bank Ltd didn’t reimburse him after he said he’d been the victim of a scam. What happened Mr Y had a current account with an overdraft facility with Monzo. He also had a Monzo ‘flex’ credit facility. In December 2023 Mr Y contacted ... (7 pages)View decision
