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 368546 results
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Decision Reference DRN-5603083
24 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5603083 The complaint Miss S has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss S opened an account with Kroo. After a credit of £750 was received into Miss S’s account, Kroo blocked her account a... (2 pages)View decision -
Decision Reference DRN-5341916
24 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5341916 The complaint Mr E complains that Nationwide Building Society failed to support him with his gambling addiction. What happened Mr E says that due to some very difficult personal circumstances, he began gambling to excess online in 2020 and that he sought help towards the end... (5 pages)View decision -
Decision Reference DRN-5643662
24 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5643662 The complaint Mr S complains Santander UK Plc has acted unfairly by not refunding the payment he made for car hire using his credit card. What happened Mr S has been supported in making this complaint by his partner, Ms D, but for simplicity I’ll refer to all submissions as... (7 pages)View decision -
Decision Reference DRN-5574385
24 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5574385 The complaint Mr H complains about a chargeback dispute he made to Lloyds Bank PLC (Lloyds) in respect of a deposit not having been returned to him from a merchant. What happened On 1 June 2024, Mr H contacted a merchant, who I’ll call M, regarding the purchase of a vehicle.... (3 pages)View decision -
Decision Reference DRN-5584601
24 Jun 2025 Aioi Nissay Dowa Insurance UK Limited Not upheldInsuranceDRN-5584601 The complaint Mr R has complained that Aioi Nissay Dowa Insurance UK Limited (ANDI) unfairly recorded a claim as a fault claim when he reported an incident under his car insurance policy. A third party made a claim to ANDI which it settled. What happened Mr R called ANDI to ... (2 pages)View decision -
Decision Reference DRN-5566052
24 Jun 2025 Scottish Widows Schroder Personal Wealth Limited UpheldPensions and AnnuitiesDRN-5566052 The complaint Mrs A complains about the fees Scottish Widows Schroder Personal Wealth Limited (‘SPW’) has charged for ongoing advice, after giving her investment and pension advice. Mrs A says that the meetings and reviews that have taken place have not provided any value an... (13 pages)View decision -
Decision Reference DRN-5542654
24 Jun 2025 Bastion Insurance Company Limited UpheldInsuranceDRN-5542654 The complaint Mrs P complains about the way Bastion Insurance Company Limited (Bastion) handled the claim she made under the key cover element of her motor insurance policy. The claim has been handled by a claim management company on behalf of Bastion. But for ease, I will r... (2 pages)View decision -
Decision Reference DRN-5643535
24 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5643535 The complaint Miss B complains that U K Insurance Limited trading as Darwin (UKI) disposed of her car and personal belongings following a claim made on her motor insurance policy. What happened Miss B’s car was damaged in an incident, and UKI declared it to be a total-loss.... (4 pages)View decision -
Decision Reference DRN-5501324
24 Jun 2025 Vitality Health Limited Not upheldInsuranceDRN-5501324 The complaint Mr F and Mrs R complain that Vitality Health Limited didn’t allow an upgrade on their private health insurance policy. What happened Mr F holds a private health insurance policy with Vitality. Mrs R is also covered by the policy as his partner. Mr F got in tou... (2 pages)View decision -
Decision Reference DRN-5368701
24 Jun 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5368701 The complaint Mr and Mrs O complain that Mercedes Benz Financial Services UK Limited (“MBFS”) supplied them with a car was of unsatisfactory quality. What happened Mr and Mrs O entered into a hire purchase agreement to acquire a two-month-old car in December 2021. The milea... (4 pages)View decision
