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 392389 results
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Decision Reference DRN-5888404
17 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5888404 The complaint Mr G complained because Santander UK Plc refused to refund him for transactions which he said he hadn’t authorised. What happened On 20 November 2024, Mr G contacted Santander. He disputed many transactions which had taken place between 5 November and 17 Nove... (3 pages)View decision -
Decision Reference DRN-5886315
17 Oct 2025 Bank of Scotland Plc UpheldMortgagesDRN-5886315 The complaint Mrs H complains that Bank of Scotland plc, trading as Halifax, has refused to make changes to the mortgage she holds jointly with her sister and its service has been poor. What happened Mrs H and her sister bought the property Mrs H lives in in the 1990s. In 20... (3 pages)View decision -
Decision Reference DRN-5748036
17 Oct 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5748036 The complaint Ms M complains Everyday Lending Limited (ELL) lent to her irresponsibly. What happened Ms M complains about the loan below: Date Capital APR Term Monthly repayment Total repayable August 2022 £2,500188.8%24 months £257.82 £6,187.68 The details of this compla... (2 pages)View decision -
Decision Reference DRN-5583268
17 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5583268 The complaint NewDay Ltd trading as Aqua increased his credit limit from £2,100 to £3,600. Mr B says the increased credit limit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The fac... (2 pages)View decision -
Decision Reference DRN-5889073
17 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5889073 The complaint T, a limited company, complains that Barclays Bank UK PLC won’t refund the money it lost when it was the victim of what it feels was a scam. What happened In November 2021, T was told about an opportunity to invest in a lighting technology company (P). T’s dir... (3 pages)View decision -
Decision Reference DRN-5888265
17 Oct 2025 Howden Employee Benefits & Wellbeing Limited Not upheldInsuranceDRN-5888265 The complaint Mr D complains that Howden Employee Benefits & Wellbeing Limited (‘Howden’) mis-sold him a private medical insurance policy. Mr D’s policy was sold to him via his representative, and this complaint has also been brought to us by his representative. All refe... (3 pages)View decision -
Decision Reference DRN-5619018
17 Oct 2025 Next Retail Limited Not upheldConsumer CreditDRN-5619018 The complaint Next Retail Limited provided Miss B with a catalogue account in June 2022. It had a credit limit of £300. Miss B says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN-5252251
17 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5252251 The complaint Mr and Mrs E complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In 2017, Mr and Mrs E found out about an opportunity to invest in a company whic... (6 pages)View decision -
Decision Reference DRN-5876776
17 Oct 2025 Vitality Health Limited Not upheldInsuranceDRN-5876776 The complaint Mr B complains because Vitality Health Limited hasn’t paid for the full cost of his medical test under a private medical insurance policy. What happened Mr B has ‘Countrywide’ hospital cover under a group private medical insurance policy, underwritten by Vitali... (2 pages)View decision -
Decision Reference DRN-5187681
17 Oct 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5187681 The complaint Mr D complains on behalf of the D Trust about the way Zurich Assurance Ltd has administered a whole of life policy. He is unhappy that following a review the sum assured decreased dramatically and he wasn’t aware of the policy reviews being carried out. What h... (4 pages)View decision