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 3967 results
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Decision Reference DRN3724958
14 May 2018 Witton Castle Country Park Limited Not upheldBanking and creditMs B complains that Witton Castle County Park Limited (WCCP) mis-sold her a loan which she could not afford.backgroundIn October 2015, Ms B borrowed £50,000 from business B. The loan was sold to her by a sales person at WCCP and was used for Ms B to purchase a... (2 pages)View decision -
Decision Reference DRN-2869766
8 Dec 2021 U K Insurance Limited UpheldInsuranceDRN-2869766 The complaint Mr and Mrs B complain that U K Insurance Limited (UKI) declined their travel insurance claim and about its service. My references to UKI include its agents. What happened Mr and Mrs B and their three young children have travel insurance through a bank account. The... (10 pages)View decision -
Decision Reference DRN-4950247
21 Aug 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4950247 The complaint Mr and Mrs D – in their capacity as Directors of a limited company (which I’ll call E Ltd) complain about the service received from Metro Bank PLC. For ease of reading, I’ll refer to Mr D and E Ltd throughout this decision as Mr D is the primary contact. What... (3 pages)View decision -
Decision Reference DRN-3279774
8 Mar 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3279774 The complaint Mrs W complains that Barclays Bank UK PLC recorded offensive and derogatory information about her. As a result, she said that stopped her going to a branch of Barclays, so she was unable to deposit money to her account, which led to missed payments. What happened ... (3 pages)View decision -
Decision Reference DRN9305174
13 Jan 2015 UKAIS Limited Not upheldInsurance (excluding PPI)Mr N complains that UKAIS Limited (trading as Auto Direct Insurance) unfairly cancelled his motor insurance policy and mishandled a claim on it.backgroundWhen Mr N took out a policy through Auto Direct, he agreed to set up a monthly direct debit (DD). Shortly afterwards, he and a third ... (2 pages)View decision -
Decision Reference DRN3925981
28 Oct 2020 Vanquis Bank Limited UpheldBanking and creditMrs O complains that Vanquis Bank Limited has refused her a refund. background Mrs O told us that her daughter, who is a child, was shortlisted for a modelling competition. It is not entirely clear how Mrs O was initially contacted about this, although Mrs O had been looking online for inf... (5 pages)View decision -
Decision Reference DRN-5333766
21 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5333766 Complaint Mr W is unhappy that Santander UK Plc didn't reimburse him after he reported falling victim to a scam. Background In mid-2023, Mr W fell victim to a type of fraud commonly referred to as a job scam. He was contacted via WhatsApp by an individual claiming to wo... (4 pages)View decision -
Decision Reference DRN-5231986
24 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5231986 The complaint Mr G complains that Santander UK Plc (“Santander”) won’t refund the money he lost to what he believes to be an investment scam. Mr G’s complaint has been brought by a professional representative but, for ease, I’ll only refer to Mr G in this decision. What happ... (6 pages)View decision -
Decision Reference DRN-5061366
3 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5061366 The complaint Mr S complains that Santander UK Plc has unfairly refused to refund his losses after he fell victim to a scam. Mr S is represented in his complaint by a professional third party but for ease I will refer to Mr S throughout. What happened In early 2023, Mr S was ... (7 pages)View decision -
Decision Reference DRN4126475
27 Nov 2015 Santander UK Plc Not upheldBanking and creditMr M complains that Santander UK Plc removed a third party authority, Mr B, from his account by mistake. As a result Mr B and Mr M suffered inconvenience.our initial conclusionsOur adjudicator recommended that Mr M’s complaint be upheld. Santander agreed to pay Mr M an... (2 pages)View decision
