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 381196 results
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Decision Reference DRN-5635212
11 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5635212 The complaint Mrs M complains that Santander UK Plc has no record of her savings despite her having an account passbook showing a balance. What happened Mrs M has lived abroad since 2007 and explains that when moving in February 2024 she found a passbook for an instant savin... (2 pages)View decision -
Decision Reference DRN-5214122
11 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5214122 The complaint Mr W complains that Santander UK Plc didn’t protect him from an investment scam. Mr W is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr W in this decision. What happened Mr W has said that in 2017 he was introdu... (6 pages)View decision -
Decision Reference DRN-5258918
11 Jul 2025 Lloyds Bank PLC Not upheldInvestmentsDRN-5258918 The complaint Mrs C complains on behalf of the late Mr C’s Estate that Lloyds Bank PLC (Lloyds) have lost documents relating to her late father’s investments. What happened In May 2023 Mrs C notified Lloyds’ Bereavement Unit that her father had passed away. In June, Lloyds ... (3 pages)View decision -
Decision Reference DRN-5677103
11 Jul 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5677103 The complaint Mr A complains through a representative that Marsh Finance & Commercial Limited (“Marsh”) failed to carry out sufficient affordability checks before it lent to him. What happened In October 2019, Marsh provided Mr A with a hire purchase agreement, for a us... (3 pages)View decision -
Decision Reference DRN-5431511
11 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5431511 The complaint Mr and Mrs P complain that AXA Insurance UK Plc unfairly declined a claim they made on their commercial property insurance policy. Reference to AXA includes its agents. While this complaint has been brought by both Mr and Mrs P as joint policyholders, Mr P has ... (4 pages)View decision -
Decision Reference DRN-5651051
11 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5651051 The complaint Miss M complains American Express Services Europe Limited (‘Amex’) irresponsibly lent to her. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them in detail here. Instead, I’ll provide a summary. Miss M applied and... (5 pages)View decision -
Decision Reference DRN-5652568
11 Jul 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5652568 The complaint Mrs A has complained through a representative that The Royal Bank of Scotland Plc (“RBS”) provided her with a loan without carrying out sufficient affordability checks. What happened Mrs A was granted one loan on 4 July 2019 for £11,000. With the interest fees... (3 pages)View decision -
Decision Reference DRN-5650327
11 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5650327 The complaint Miss M complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss M was approved for an Aqua credit card in July 2024 with a £600 credit limit. She says this was irresponsibly lent to her as she had pay day loans, and other debt. Mi... (3 pages)View decision -
Decision Reference DRN-5446524
11 Jul 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5446524 The complaint Mr W, Mrs W and Ms W are unhappy that Inter Partner Assistance SA (‘IPA’) declined a claim made on their travel insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inst... (2 pages)View decision -
Decision Reference DRN-5358598
11 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5358598 The complaint Mr P complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In late 2020, Mr P was told about an opportunity to invest in a company which leased cars. He ... (6 pages)View decision
