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 393318 results
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Decision Reference DRN-5743467
29 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5743467 The complaint Mr H complains U K Insurance Limited trading as Privilege (UKI) made a poor level of repairs when he made a claim on his motor insurance policy. UKI are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the interm... (2 pages)View decision -
Decision Reference DRN-5904346
29 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5904346 The complaint Mr B has complained Lloyds Bank PLC won’t refund transactions he didn’t authorise on his new credit card. What happened In January 2025 Mr B applied for a new credit card with Lloyds. The card and PIN were sent separately to Mr B. Mr B became aware there were t... (2 pages)View decision -
Decision Reference DRN-5901306
29 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5901306 The complaint Mr A has complained National Westminster Bank Public Limited Company won’t refund £2,040 for a transaction he didn’t authorise. What happened In May 2025 Mr A contacted NatWest to dispute a transaction that had been made from his account on 2 November 2021 for ... (3 pages)View decision -
Decision Reference DRN-5876631
29 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5876631 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) unfairly closed his credit card account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only p... (2 pages)View decision -
Decision Reference DRN-5794987
29 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5794987 The complaint Miss M complains about the quality of a car supplied to her by Moneybarn No.1 Limited (“Moneybarn”). What happened Miss M entered into a conditional sale agreement in February 2024 for the supply of a used car. The car was around six years old when supplied and... (3 pages)View decision -
Decision Reference DRN-5877901
29 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5877901 The complaint Miss V has complained Barclays Bank UK PLC, trading as Tesco Bank, won’t refund her for a credit card transaction she didn’t make. What happened When Miss V received her monthly Tesco credit card statement in April, she noticed a transaction for £59.77 that she... (2 pages)View decision -
Decision Reference DRN-5468644
29 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5468644 The complaint Mr A complains that Bank of Scotland plc (BoS) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The background of ... (3 pages)View decision -
Decision Reference DRN-5862577
29 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5862577 The complaint Mr M’s complaint is about how Santander UK Plc (Santander) handled his chargeback claim. What happened Mr M booked a flight through a travel agent I shall call ‘F’ in January 2025 paying £331.82 with his Santander debit card. The booking was subsequently cancel... (3 pages)View decision -
Decision Reference DRN-5899883
29 Oct 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5899883 The complaint X complains that Metro Bank PLC have declined to refund them for funds they believe were lost to a scam. They’d like the funds returned to them. X has appointed representatives for this complaint, but for ease of reading I’ll only refer to X and Miss L, a dire... (3 pages)View decision -
Decision Reference DRN-5899864
29 Oct 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5899864 The complaint Miss L complains that Metro Bank PLC have declined to refund her for funds she believes she lost to a scam. She’d like the funds returned to her. Miss L has appointed representatives for this complaint, but for ease of reading I’ll only refer to Miss L. What ... (3 pages)View decision