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-5828276
15 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5828276 The complaint Mr G’s complained that Aviva Insurance Limited unfairly declined the claim he made after he lost his car key on holiday. What happened Mr G took his car key with him when he went on holiday. He says he kept the key in his hand luggage. But, when he got home a... (2 pages)View decision -
Decision Reference DRN-5786076
15 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5786076 The complaint Mr L and Mrs K have complained about their home insurer INTACT INSURANCE UK LIMITED, regarding a claim they made when their home suffered subsidence in 2022. It is mainly Mr L who has dealt with the claim and complaint. For ease of reading, I’ll refer mainly t... (5 pages)View decision -
Decision Reference DRN-5850152
15 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5850152 The complaint Mr A, who is represented by a third party, complains that Barclays Bank UK PLC, trading as Tesco Bank (‘Tesco Bank’), irresponsibly agreed to give him a credit card account he says he couldn’t afford to repay. What happened In March 2020 Mr A was accepted for ... (3 pages)View decision -
Decision Reference DRN-5638485
15 Oct 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5638485 The complaint Mr W complains Creation Consumer Finance Ltd (Creation) irresponsibly lent to him because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for him. What happened Mr W entered into a credit agreement with Creation in ... (4 pages)View decision -
Decision Reference DRN-5357534
15 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5357534 The complaint Miss E complains that Santander UK Plc won’t reimburse her after she fell victim to a safe account scam. What happened The circumstances of this complaint have been covered in detail already by our investigator so I won’t repeat them in full here. But briefly, ... (3 pages)View decision -
Decision Reference DRN-5777695
15 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5777695 The complaint Mr M has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he lost in what he’s described as a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise wha... (5 pages)View decision -
Decision Reference DRN-5863860
15 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5863860 The complaint Mr and Mrs C complain that Santander UK Plc unfairly declined their application to port or transfer their mortgage to a new property. As a result they had to pay an early repayment charge (ERC) along with a higher interest rate on their new mortgage. What happe... (6 pages)View decision -
Decision Reference DRN-5853331
15 Oct 2025 OneSavings Bank Plc UpheldBanking and PaymentsDRN-5853331 The complaint Mr J complains about OneSavings Bank Plc’s (trading as Kent Reliance) technical issues, which meant he wasn’t able to fund an ISA (individual savings account) before the end of the 2024/2025 tax year. What happened Mr J travelled to a Kent Reliance branch on 3... (3 pages)View decision -
Decision Reference DRN-5703737
15 Oct 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5703737 The complaint Mrs K complains that Gain Credit LLC trading as Drafty (“Drafty”) didn’t fully explain the terms of a line of credit it provided her especially in relation to the interest rates and the total amount payable. Mrs K has also complained that Drafty were irresponsi... (3 pages)View decision -
Decision Reference DRN-5551697
15 Oct 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5551697 The complaint Mr H is unhappy that MBNA Limited hasn’t refunded him money he lost to what he believes was a scam. He thinks MBNA should have raised a chargeback. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in detail ... (3 pages)View decision