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 392389 results
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Decision Reference DRN-5855228
14 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5855228 The complaint Miss Y and her mother, Mrs P, complain about the service they received from Barclays Bank UK PLC when they tried to open a joint bank account. Although this is a complaint from both parties, Miss Y has taken the lead in submitting information and comments for ... (4 pages)View decision -
Decision Reference DRN-5951885
14 Nov 2025 Aviva Insurance Limited UpheldInsuranceDRN-5951885 The complaint Mr A is unhappy Aviva Insurance Limited haven’t fixed his leaking overflow pipe under his Plumbing and Drainage Plus policy. All references to Aviva include their agents who administer the policy. What happened In October 2024 Mr A contacted Aviva about a lea... (4 pages)View decision -
Decision Reference DRN-5807143
14 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5807143 The complaint Mr A complains that Great Lakes Insurance UK Limited declined his travel insurance claim. My references to Great Lakes include its agents. What happened Mr A had a travel insurance policy which was underwritten by Great Lakes. During his trip abroad his camera... (2 pages)View decision -
Decision Reference DRN-5812745
14 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5812745 The complaint A Ltd, represented by director Mr W, complained because Starling Bank Limited refused to refund transactions which Mr W said he hadn’t authorised. What happened Overnight on 7 th to 8 th June 2025, Mr W was out with friends. He said he was trying to get a taxi... (4 pages)View decision -
Decision Reference DRN-5836704
14 Nov 2025 I Go 4 Ltd. Not upheldInsuranceDRN-5836704 The complaint Miss S complains that I Go 4 Ltd (“I Go 4”) wasn’t able to change her vehicle online, so she had a pay for temporary cover elsewhere to drive her new car, and then it didn’t understand her complaint. What happened Miss S had a motor insurance policy arranged th... (3 pages)View decision -
Decision Reference DRN-5923030
14 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5923030 The complaint P, a company, complains that £270 went missing from a cash deposit into a Santander UK Plc ATM. Mr O makes the complaint as a director of P. What happened On 21 July 2025 Mr O made three cash deposits at a Santander ATM. The first two such deposits were accepte... (2 pages)View decision -
Decision Reference DRN-5889314
14 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5889314 The complaint A limited company, which I’ll refer to as W, complains that Starling Bank Limited hasn’t reimbursed the money it lost to a scam. Mr and Mrs N, who are directors of W, bring the complaint on W’s behalf. What happened Mr N says he was introduced to a company I’ll... (4 pages)View decision -
Decision Reference DRN-5946798
14 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5946798 The complaint Mr R complains that BMW FINANCIAL SERVICES (GB) LIMITED took the final payment of a hire purchase agreement without his authorisation after he’d applied to refinance the balance. What happened I issued a provisional decision setting out what I thought about Mr ... (6 pages)View decision -
Decision Reference DRN-5745081
14 Nov 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5745081 The complaint Mr N complains that Capital One (Europe) plc (‘Capital One’) failed to process his balance transfer on his credit card account, and didn’t investigate this issue fairly. Mr N wants a full investigation, compensation and an apology. What happened Mr N complained... (2 pages)View decision -
Decision Reference DRN-5372984
14 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5372984 The complaint Mr and Mrs K complain that Lloyds Bank PLC won’t refund payments taken as a result of a scam. What happened • Mr and Mrs K complained to Lloyds that they ought to be refunded for fraudulent payments. Mr K said he was the victim of a scam where he approved a pay... (3 pages)View decision