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 363152 results
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Decision Reference DRN-4880744
25 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4880744 The complaint Mr S complains that Santander UK Plc hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll keep my summary of events brief. Mr S was introduced to an investment opportunity t... (6 pages)View decision -
Decision Reference DRN-5353750
25 Mar 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5353750 The complaint Mr B is unhappy with what ARAG Legal Expenses Insurance Company Limited did after he made a claim on his legal expenses insurance policy. What happened Mr B engaged a contractor to carry out work at his property. He was unhappy with the work carried out and the... (3 pages)View decision -
Decision Reference DRN-5300284
25 Mar 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5300284 The complaint Mrs S complains that Frasers Group Financial Services Limited trading as Studio recorded adverse information on her credit file. What happened My provisional decision of 6 March 2025 set out the background to this complaint: “Mrs S said she had been unable to l... (4 pages)View decision -
Decision Reference DRN-5426222
25 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5426222 The complaint Mr C complains that NewDay Ltd irresponsibly lent to him. What happened Mr C was approved for a branded NewDay credit card (which I will refer to as A in this decision), in August 2020 with a credit limit of £600. I have detailed the credit limit changes on A b... (5 pages)View decision -
Decision Reference DRN-5415766
25 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5415766 The complaint Mr B is unhappy that Santander UK Plc has decided not to refund him after he paid money to an investment scam. What happened Mr B invested in a rent-to-rent property scheme. Mr B was introduced to R who produced all contracts, and payments were made direct to ... (3 pages)View decision -
Decision Reference DRN-5375613
25 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5375613 The complaint Mr D complains that UK Insurance Limited trading as Churchill (UKI) has unfairly recorded a motor incident against his car insurance policy. What happened Mr D held a car insurance policy underwritten by UKI. In September 2024 Mr D contacted UKI to make it awa... (2 pages)View decision -
Decision Reference DRN-5378941
25 Mar 2025 First Complete Ltd Not upheldInvestmentsDRN-5378941 The complaint Mr B complains about advice he says he received from an appointed representative (AR) of First Complete Ltd to make a loan investment as well as a critical illness policy. What happened Mr B was introduced to Mr X of Bouncelife Limited (Bounce) in around April... (4 pages)View decision -
Decision Reference DRN-5222785
25 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5222785 The complaint Miss F, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. ... (3 pages)View decision -
Decision Reference DRN-5351225
25 Mar 2025 Coventry Building Society Not upheldMortgagesDRN-5351225 The complaint Mr S complains that his mortgage lender, Coventry Building Society, hasn’t treated him fairly by refusing to allow him to continue paying his mortgage on interest only terms. What happened Mr S has a mortgage with Coventry. He borrowed £165,000 on interest only... (12 pages)View decision -
Decision Reference DRN-5415797
25 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5415797 The complaint Mr Y complains that two international payments he made from his Starling Bank Limited account went missing, and that it won't take responsibility for tracing the payments. What happened In September 2024 Mr Y made two international payments to his daughter... (2 pages)View decision
