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-5721492
9 Oct 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5721492 The complaint Mr B’s complaint is about a claim he made on his Allianz Insurance Plc (‘Allianz’) pet insurance policy, which Allianz declined to cover. Mr B says Allianz treated him unfairly by declining his claim and adding an exclusion to the policy from the start of it. W... (3 pages)View decision -
Decision Reference DRN-5586366
9 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5586366 The complaint Mr A complains that Santander UK Plc won’t refund him the money he lost in an investment scam. Mr A is being represented by a professional representative, but for ease of reading I’ll just refer to Mr A. What happened The circumstances surrounding this complain... (5 pages)View decision -
Decision Reference DRN-5742078
9 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5742078 The complaint Mr R complains that Nationwide Building Society victimised him and caused him anxiety by not supplying him with a replacement card when his previous debit card was stolen and misused. What happened Nationwide called Mr R on 29 March 2025 to ask if he’d try to m... (2 pages)View decision -
Decision Reference DRN-4635117
9 Oct 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4635117 The complaint Mr C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr C was the member of a time... (3 pages)View decision -
Decision Reference DRN-5696365
9 Oct 2025 Gain Credit LLC UpheldConsumer CreditDRN-5696365 The complaint Mr B complains that Gain Credit LLC trading as Lending Stream lent to him when he could not afford it. He says that he had gambling issues and lived in his overdraft for years. Better checks by Lending Stream would have shown this and it would not have lent to ... (5 pages)View decision -
Decision Reference DRN-5654798
9 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5654798 The complaint Mr T complains Lloyds Bank PLC mishandled a cheque he paid in. He says the mistakes it made with this and in responding to the situation, have caused him a loss. What happened A summary of what happened is below. Mr T paid in a cheque for his Portuguese state p... (3 pages)View decision -
Decision Reference DRN-5827884
9 Oct 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5827884 The complaint Mr L complains that Santander Consumer (UK) Plc trading as Mazda Financial Services didn’t close his finance agreement when it should’ve done which resulted in adverse information being reported on his credit file. What happened Mr L was supplied with a car and... (3 pages)View decision -
Decision Reference DRN-5598537
9 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5598537 The complaint Mr and Mrs H complain that Lloyds Bank Plc won’t refund the money they say they lost to a scam. What happened Mr and Mrs H had a leak in the roof around their chimney, and sought out a roofer to fix the issue. They found a roofing firm – which I’ll call E – on... (3 pages)View decision -
Decision Reference DRN-5680923
9 Oct 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5680923 The complaint Mr B has complained that Sainsbury's Bank Plc (“SBP”) declined his claim against it under Section 75 of the Consumer Credit Act 1974. What happened The facts of this case have been set out in detail previously and both parties are aware of them so I will ... (4 pages)View decision -
Decision Reference DRN-5705337
9 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5705337 The complaint Mrs W complains that Nationwide Building Society (“Nationwide”) won’t reimburse her after she fell victim to an authorised push payment (APP) scam. What happened In October 2019, Mrs W and her husband invested £20,000 in a company I’ll call ‘D’ who said it was... (4 pages)View decision