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 375868 results
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Decision Reference DRN-5322729
2 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5322729 The complaint Mrs R complains that Lloyds Bank PLC (“Lloyds”) won’t reimburse payments she made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as fol... (3 pages)View decision -
Decision Reference DRN-5238955
2 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5238955 The complaint Mr U complains that Santander UK Plc (“Santander”) didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr U is represented, but for ease of reading I will ... (3 pages)View decision -
Decision Reference DRN-5636103
2 Sep 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5636103 The complaint Miss G complains about the way Pinnacle Insurance Limited dealt with a claim on her pet insurance policy and its decision to decline the claim. What happened Miss G adopted a dog from a rescue centre on 2 August 2024. She took out pet insurance for her dog, whi... (3 pages)View decision -
Decision Reference DRN-5623836
2 Sep 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5623836 The complaint Mr P complains that The National Farmers' Union Mutual Insurance Society Limited (‘NFU’) increased his motor insurance renewal price unfairly. What happened Mr P held a motor insurance policy underwritten by NFU which covered two vehicles. The policy was ... (2 pages)View decision -
Decision Reference DRN-5780408
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5780408 The complaint Mr S complains that Revolut Ltd won’t refund money he says he lost when he was the victim of an investment scam. Mr S is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only re... (3 pages)View decision -
Decision Reference DRN-5748681
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5748681 The complaint Mr B is unhappy that a debt he owed under a credit card provided by NewDay Ltd trading as Aqua was sold to a third-party debt collection agency ‘(DCA’). What happened Mr B opened a credit card account with Aqua on 21 May 2019. In 2021, Mr B advised Aqua of a c... (3 pages)View decision -
Decision Reference DRN-5792272
2 Sep 2025 ReAssure Limited UpheldInsuranceDRN-5792272 The complaint Mrs S is unhappy, in summary, as she doesn’t think that ReAssure Limited (‘ReAssure’) has correctly administered her reviewable Whole of Life policy that she holds with it. What happened I've outlined what I think are the key events involved in Mrs S’ com... (8 pages)View decision -
Decision Reference DRN-5767530
2 Sep 2025 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-5767530 The complaint Ms W complains that Bank of Ireland (UK) Plc trading as Post Office Financial Services (‘BOI’) advanced her a loan with an interest rate of 19% APR when she was expecting this to be much lower. She’d like this looking into. What happened In August 2023 Ms W fi... (2 pages)View decision -
Decision Reference DRN-5786714
2 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5786714 The complaint Mr B and Miss G complain that Lloyds Bank General Insurance Limited (“Lloyds”) have unfairly declined a claim for fraud under their property insurance policy. Mr B has led the complaint with our Service, so I’ll largely refer to him. However, any reference to M... (11 pages)View decision -
Decision Reference DRN-5173442
2 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5173442 The complaint Ms A complains about Santander UK Plc’s handling and outcome of a claim she made after she was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In July 2024, Ms A and a... (3 pages)View decision
