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 380824 results
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Decision Reference DRN-5628616
17 Jun 2025 Vodafone Limited UpheldConsumer CreditDRN-5628616 The complaint Mr M has complained about the way Vodafone Limited administered fixed sum loan agreements he had with it. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But in summary, in May 2024 ... (4 pages)View decision -
Decision Reference DRN-5630486
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5630486 The complaint Ms B complains that Barclays Bank UK PLC (“Barclays”) notified her of its intention and later closed her account. And by doing so, has failed to reasonably consider her circumstances. Ms B is also unhappy about how long Barclays took to release her account bala... (9 pages)View decision -
Decision Reference DRN-5503874
17 Jun 2025 Experian Limited Not upheldConsumer CreditDRN-5503874 The complaint Mr L complains Experian Limited is reporting incorrect information on his credit file. What happened Mr L became aware a telecommunications company I’ll refer to as T, held an account in his name that he didn’t recognise. The account later defaulted and around ... (3 pages)View decision -
Decision Reference DRN-5169048
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5169048 The complaint Mr H complains that Santander UK Plc won’t reimburse him money he lost after being a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr H received a message from a third... (3 pages)View decision -
Decision Reference DRN-5552358
17 Jun 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5552358 The complaint Mr H is unhappy that AXA PPP Healthcare Limited (AXA) declined his private medical insurance claim. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. Mr H took o... (4 pages)View decision -
Decision Reference DRN-5232013
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5232013 The complaint Mrs B complains that National Westminster Bank Public Limited Company (NatWest) won’t reimburse the money she lost as a result of a scam. What happened Mrs B’s representatives have told us she previously approached an investment consultant and invested £200,00... (4 pages)View decision -
Decision Reference DRN-5610525
17 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5610525 The complaint Mrs S complains that Revolut Ltd has unfairly declined to refund two transactions made from her account after she was the victim of a scam. What happened On 4 February 2024, Mrs S opened an account with an online marketplace. She says immediately after, she rec... (3 pages)View decision -
Decision Reference DRN-5630359
17 Jun 2025 Nova Insurance Limited UpheldInsuranceDRN-5630359 The complaint A limited company, which I will refer to as Y, has complained about charges made by Nova Insurance Limited in relation to a motor insurance policy. Mr L, as a director of Y, has brought the complaint on its behalf. What happened In April 2024, Nova, acting as a... (3 pages)View decision -
Decision Reference DRN-5602876
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5602876 The complaint Mr L complains that Santander UK Plc failed to offer him support when he made several cash withdrawals from the same ATM at a casino. What happened In November 2023 Mr L took out a credit card with Santander. In or around August 2024 Mr L began to make cash wit... (2 pages)View decision -
Decision Reference DRN-5630064
17 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5630064 The complaint Mr H complains that Santander UK Plc will not refund a payment he made using his credit card, even though he did not receive the services he had paid for. What happened Mr H booked a rental car from 28 August to 27 September 2023. He paid €656.70 (equivalent to... (4 pages)View decision
