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 4385 results
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Decision Reference DRN-3227260
25 Jan 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3227260 The complaint Mr M complains that Santander UK Plc (“Santander”) unfairly declined to make a chargeback following a dispute. What happened The background of this complaint is well known to all parties, so I’ve summarised events. Mr M gambled using an online casino I’ll refer t... (2 pages)View decision -
Decision Reference DRN-5482372
30 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5482372 The complaint Mr W complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr W saw a car he was interested in buying listed on an online marketplace. He contacted the seller and arranged to view it in... (2 pages)View decision -
Decision Reference DRN3355326
6 Aug 2019 Virgin Money plc UpheldBanking and creditMiss B complains that Virgin Money plc will not backdate the date of a default to October 2016.backgroundMiss B says she entered into a debt management plan with Virgin in October 2016 but she says it wasn’t until November 2017 that it registered a default on her credit file. Miss B says t... (2 pages)View decision -
Decision Reference DRN4969211
2 Jul 2018 Secure Trust Bank Plc Not upheldBanking and creditMs H complains that Secure Trust Bank Plc terminated her finance agreement and wouldn’t accept payments from her.backgroundMs H bought a car in late 2012 with finance provided by Secure Trust. She missed a payment in January 2016 and from October 2016 onwards she misse... (2 pages)View decision -
Decision Reference DRN3751844
24 Oct 2017 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs C is complaining that Liverpool Victoria Insurance Company Limited (‘LV’) didn’t obtain CCTV footage of a third party's vehicle hitting her car. She says it should’ve got this as her car insurance provider.backgroundMrs C’s car was hit by a third party's ve... (2 pages)View decision -
Decision Reference DRN3205006
9 May 2019 Lloyds Bank PLC Not upheldBanking and creditMr P has complained that Lloyds Bank PLC (“Lloyds”) mis-sold a Platinum packaged bank account to him in 2011. Mr P has said that he was told he had to take out the Platinum account in order to get an overdraft. Mr P is also unhappy that there were difficulties aroun... (2 pages)View decision -
Decision Reference DRN-5066823
30 Oct 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5066823 The complaint Mr D complains that Hastings Insurance Services Limited (“Hastings”) mishandled his motor insurance policy. What happened In 2022, Mr D got a new car. For the year from late January 2024, Mr D had an insurance policy to cover his car through Hastings (an insu... (3 pages)View decision -
Decision Reference DRN0344889
4 Aug 2015 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Miss J complains that Royal & Sun Alliance Insurance Plc (RSA) cancelled her motor insurance policy from the start. It did this after finding that her daughter was the registered keeper of the insured car. She wants it to reinstate the policy and deal with her... (2 pages)View decision -
Decision Reference DRN1182793
31 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMrs Y has complained about the Advantage Gold packaged bank account that National Westminster Bank Plc (NatWest) sold to her in June 2008. backgroundMrs Y says that NatWest recommended the account to her and that she doesn’t know why because it was of no use to her.... (2 pages)View decision -
Decision Reference DRN6951853
25 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMiss R complains that National Westminster Bank Plc mis-sold her an interest only mortgage because she does not have the means to repay the capital at the end of the term. She also complains that NatWest has not done enough to help her when she has faced financial di... (2 pages)View decision
