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 375266 results
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Decision Reference DRN-5750600
27 Aug 2025 Santander UK Plc Not upheldMortgagesDRN-5750600 The complaint Ms W says Santander UK Plc treated her unfairly when the term of her interest only mortgage expired. The mortgage is in joint names with Ms W’s ex-partner (who I’ll refer to as Mr W). Mr W isn’t party to this complaint because there’s a dispute between Ms W and... (5 pages)View decision -
Decision Reference DRN-5415776
27 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5415776 The complaint Mrs K has complained that Revolut Ltd won’t refund money she has lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What ... (3 pages)View decision -
Decision Reference DRN-5692463
27 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5692463 The complaint C complains Santander UK Plc hasn’t reimbursed it after it fell victim to an investment scam. What happened In May 2020, C invested £50,000 in a company I’ll call ‘B’ who said it had developed an algorithm to successfully trade in forex and some other investmen... (4 pages)View decision -
Decision Reference DRN-5772310
27 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5772310 The complaint Ms S complains about the repairs AXA Insurance UK Plc (AXA) have carried out on her vehicle following a claim she made under her motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised ... (5 pages)View decision -
Decision Reference DRN-5694222
27 Aug 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5694222 The complaint Ms C’s complaint is about a claim she made on her ARAG Legal Expenses Insurance Company Limited legal expenses insurance policy. Ms C says ARAG treated her unfairly. In this decision, all references to ARAG include their claims handlers. What happened In July 2... (4 pages)View decision -
Decision Reference DRN-5648668
27 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5648668 The complaint Mr Y complains that Vanquis Bank Limited (Vanquis) acted irresponsibly in granting him a credit card account, and increasing its limit, as he says it was unaffordable for him. What happened Mr Y took out a credit card with Vanquis in March 2005. The initial cr... (3 pages)View decision -
Decision Reference DRN-5550155
27 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5550155 The complaint Mr P complains that Santander won’t reimburse him after he fell victim to an investment scam. Mr P is professionally represented in bringing his complaint, but for ease of reference I’ll refer to all submissions as being made by Mr P directly. What happened The... (3 pages)View decision -
Decision Reference DRN-5646586
27 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5646586 The complaint Mr M complains that a car supplied to him under a hire purchase agreement with BMW Financial Services(GB) Limited trading as Alphera Financial Services was misrepresented to him. What happened In March 2024, Mr M was supplied with a used car through a hire purc... (3 pages)View decision -
Decision Reference DRN-5409850
27 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5409850 The complaint Mr C complains Lloyds Bank PLC (“Lloyds”) didn’t carry out proper affordability checks when providing him with an overdraft. What happened Mr C initially had two overdrafts with Lloyds, but in 2020 Mr C reached out to explain he had lost his job and had a gambl... (3 pages)View decision -
Decision Reference DRN-4281623
27 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4281623 The complaint Mr and Mrs W are unhappy, in summary, as they don’t think Aviva Life & Pensions UK Limited (‘Aviva’) has correctly administered their reviewable whole of life policy that’s held with it. What happened I've outlined what I think are the key events invo... (8 pages)View decision
