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 391431 results
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Decision Reference DRN-5786452
30 Oct 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5786452 The complaint Mr H complains that Barclays Bank UK PLC irresponsibly provided him with a personal loan. What happened Barclays provided Mr H with a number of credit products in the early 2000’s. Ultimately, it appears Mr H was provided with a loan in 2006 which, although def... (5 pages)View decision -
Decision Reference DRN-5820557
30 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5820557 The complaint Mr and Mrs R complain that Santander UK Plc (Santander) is refusing to refund them the amount Mr R lost as the result of a scam. Mr and Mrs R are being represented by a third party. To keep things simple, I will refer to Mr and Mrs R throughout my decision. Wha... (3 pages)View decision -
Decision Reference DRN-5894996
30 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5894996 The complaint Mr P has complained about the way AXA Insurance UK Plc dealt with another driver’s claim against his motor policy What happened Mr P said he accidentally hit another driver’s parked car in August 2023. He exchanged details with this other driver. Unfortunately,... (4 pages)View decision -
Decision Reference DRN-5915590
30 Oct 2025 Sky UK Limited Not upheldConsumer CreditDRN-5915590 The complaint Mr G has complained about the way Sky UK Limited treated him in relation to a credit agreement that was taken out to purchase a device. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail... (3 pages)View decision -
Decision Reference DRN-5898473
30 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5898473 The complaint Ms O complained that The Royal Bank of Scotland Plc (‘RBS’) supplied her with bank cards that do not include the special character which forms part of her name. To put things right, Ms O wanted RBS to provide a debit card showing her name correctly and fair co... (4 pages)View decision -
Decision Reference DRN-5915768
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5915768 The complaint Mr H is unhappy that Monzo Bank Ltd (“Monzo”) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) scam. Mr H is also unhappy that Monzo closed his bank account. What happened I issued a provisional decision f... (5 pages)View decision -
Decision Reference DRN-5877854
30 Oct 2025 Alphabet (GB) Ltd Not upheldConsumer CreditDRN-5877854 The complaint Mrs L complains that Alphabet (GB) Ltd (Alphabet) cancelled the delivery of a car and didn’t replace it with a like for like option. She would like either Alphabet to honour its original agreement with her, or compensation for financial loss and the inconvenien... (2 pages)View decision -
Decision Reference DRN-5874525
30 Oct 2025 VANGUARD ASSET MANAGEMENT, LTD. Not upheldPensions and AnnuitiesDRN-5874525 The complaint Mr B complains that Vanguard Asset Management Limited (VAML), the receiving pension scheme in Mr B’s transfer, provided an incorrect email address to the ceding scheme to send confirmation of the transfer payment to VAML. Mr B says this led to delays and his pe... (7 pages)View decision -
Decision Reference DRN-5846274
30 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5846274 The complaint Mr M complains that Santander UK Plc did not reimburse the funds he lost to a scam. What happened Mr M was introduced to an investment opportunity via a friend, who had known Mr M’s fiancé for many years. The friend, who I will refer to as Mr L, was acting as a... (3 pages)View decision -
Decision Reference DRN-5888974
30 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5888974 The complaint Mr G complains that Barclays Bank UK PLC did not reimburse the funds he lost to a scam. What happened Mr G contacted a travel agency that he had used previously. Unfortunately, a genuine travel agency had been cloned by a scammer, and this is who Mr G spoke to.... (2 pages)View decision