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 370904 results
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Decision Reference DRN-5150137
11 Mar 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5150137 The complaint Mr M complains about ARAG Legal Expenses Insurance Company Limited’s (ARAG LEI) handling of a claim he made on a legal expenses insurance policy. Mr M’s policy is underwritten by ARAG LEI, which previously operated as DAS Legal Expenses Insurance Company Limite... (3 pages)View decision -
Decision Reference DRN-5385775
11 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5385775 The complaint Mr V is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr V fell victim to a cruel scam. He already had an account with Revolut that he’d used for a number of different purposes, including so... (9 pages)View decision -
Decision Reference DRN-4954113
11 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4954113 The complaint D a limited company complains Barclays Bank UK PLC closed its account without warning and provided poor service. D is represented by its directors – Mr and Mrs A. What happened The detailed background of this complaint is well known to both parties. So, I’ll only ... (5 pages)View decision -
Decision Reference DRN-5118424
10 Mar 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5118424 The complaint Mr H complains that Marsh Finance & Commercial Limited won’t reimburse him for some car hire costs that he incurred when the car that was supplied to him under a hire purchase agreement was being repaired. What happened A used car was supplied to Mr H under... (3 pages)View decision -
Decision Reference DRN-5241532
10 Mar 2025 AWP P&C S.A. UpheldInsuranceDRN-5241532 The complaint Mr T complains that AWP P&C S.A. cancelled his motor warranty. Mr T’s policy was sold and is administered by a third party company on AWP’s behalf and all his correspondence has been with this company, however AWP is the policy underwriter so his complaint ... (3 pages)View decision -
Decision Reference DRN-5354117
10 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5354117 The complaint Miss W has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In October 2022 Miss W entered into a two-year fixed sum loan agre... (4 pages)View decision -
Decision Reference DRN-5336650
10 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5336650 The complaint Mr B, in his capacity as a Director of C (a company) complains that National Westminster Bank Plc (NW) terminated the business credit card and applied a default to the account. What happened C holds a credit card account with NW with Mr B as the card holder. Th... (3 pages)View decision -
Decision Reference DRN-5110025
10 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5110025 The complaint Mr A complains that Santander UK plc won’t refund to him the money that he paid for some flights. What happened Mr A used his Santander credit card in February 2024 to pay £556.70 for some flights that he’d booked for the following month. He says that when he a... (3 pages)View decision -
Decision Reference DRN-5347093
10 Mar 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5347093 The complaint Miss M complains that Domestic & General Insurance Plc (DGI) unfairly cancelled her appliance and electronic device protection policies. What happened Miss M held a number of protection policies with DGI for appliances and electronic devices, which she inc... (5 pages)View decision -
Decision Reference DRN-4978998
10 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4978998 The complaint Mr P complains that Lloyds Bank plc won’t refund to him the money that he paid for a holiday. What happened Mr P used his Lloyds Bank credit card in June 2023 to make payments of £400 and £272.32 to a holiday company towards the cost of a holiday that was to be... (3 pages)View decision
