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 369228 results
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Decision Reference DRN-5628642
17 Jun 2025 Motors Insurance Company Limited UpheldInsuranceDRN-5628642 The complaint Mr R complains Motors Insurance Company Limited (“Motors Insurance”) unfairly increased the price of his motor warranty policy after it had sent the renewal offer to him. He’s also said it failed to give him the correct referral rights to our service after he c... (3 pages)View decision -
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
