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 121262 results
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Decision Reference DRN-5339431
10 Mar 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5339431 The complaint Mr M complains that Marshmallow Insurance Limited (“Marshmallow”) declined a claim and cancelled his motor insurance policy. What happened Mr M had a motor insurance policy with Marshmallow. In December 2023 Mr M arranged to buy a new car. He part-exchanged his... (2 pages)View decision -
Decision Reference DRN-5384420
10 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5384420 The complaint Mrs J on behalf of the executors of the late Mr J’s estate complains about the service received from National Westminster Bank Plc (“NatWest”) when dealing with the late Mr J’s fixed rate ISA. In particular, Mrs J is unhappy NatWest closed the ISA before maturi... (4 pages)View decision -
Decision Reference DRN-5384402
10 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-5384402 The complaint Ms H complains Black Horse Limited (Black Horse) supplied her with a car that she believes wasn’t of satisfactory quality. What happened In March 2022, Ms H entered into a 49 month car finance agreement for a used car. The car’s cash price ... (7 pages)View decision -
Decision Reference DRN-5372267
10 Mar 2025 RAC Insurance Limited UpheldInsuranceDRN-5372267 The complaint Mrs F complains that RAC Insurance Limited declined a claim on her legal expenses insurance policy. Where I refer to RAC Insurance Limited, this includes its agents and claims handlers acting on its behalf. What happened Mrs F made a claim on her policy to cove... (4 pages)View decision -
Decision Reference DRN-4538560
10 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4538560 The complaint Mr J complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr J has explained that in January and February... (9 pages)View decision -
Decision Reference DRN-5089049
10 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5089049 The complaint Mr C has complained about the way Santander UK Plc dealt with his request for money back. What happened In November 2022 Mr C paid around £1,600 for dental aligner treatment from a company I’ll call “S” using his Santander debit card through an electronic mone... (4 pages)View decision -
Decision Reference DRN-5301961
10 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5301961 The complaint Ms H complains that Bank of Scotland plc trading as Halifax has allowed an unknown third- party or staff member to steal her identity and tamper with her account. She has raised a disputed transaction and is unhappy at the way Halifax have treated her after she... (3 pages)View decision -
Decision Reference DRN-5287841
10 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5287841 The complaint Ms H has complained Barclays Bank UK PLC won’t refund her for a cash machine withdrawal that wasn’t successfully completed. What happened On 18 June 2024 Ms H went to a cash machine when she was at an airport leaving to go abroad. She attempted to withdraw £200... (2 pages)View decision -
Decision Reference DRN-5383736
10 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5383736 The complaint Mr and Mrs H are unhappy with Barclays Bank UK PLC. They said the removal of the automatic transfer of money facility from one account to another should be suspended for their accounts as they relied on it so heavily for many years. They wanted the suspension t... (7 pages)View decision -
Decision Reference DRN-5261706
10 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5261706 The complaint Mr and Mrs W’s complaint is about the handling of a claim under their contents insurance policy with AXA Insurance UK Plc. Mr W has been the main correspondent on the complaint, so I will refer to him throughout. What happened Mr W contacted AXA in April 2024, ... (4 pages)View decision
