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 381195 results
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Decision Reference DRN-4792506
10 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4792506 The complaint Ms B complains that Santander UK Plc won’t refund money she lost when she says she was a victim of a scam. Ms B is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only ref... (7 pages)View decision -
Decision Reference DRN-5586256
10 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5586256 The complaint Mrs L complains that Barclays Bank UK PLC (‘Barclays’) failed in its duty of care towards her as a vulnerable customer when it failed to intervene when she was spending significant amounts gambling. What happened Mrs L was unhappy that Barclays hadn’t taken ac... (3 pages)View decision -
Decision Reference DRN-4863589
10 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4863589 The complaint Ms B complains that Revolut Ltd won’t refund money she lost when she was a victim of a scam. Ms B is represented by a firm I’ll refer to as ‘RS’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key eve... (4 pages)View decision -
Decision Reference DRN-5464196
10 Jun 2025 AXA XL Insurance Company UK Limited Not upheldInsuranceDRN-5464196 The complaint Ms C’s complaint is about a claim she made on her AXA XL Insurance Company UK Limited (‘AXA’) asset protection insurance policy, which AXA declined. Ms C says she was treated unfairly and wants AXA to accept her claim for £15,000. Ms C’s complaint is brought by... (3 pages)View decision -
Decision Reference DRN-5458275
10 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5458275 The complaint Mr L and Mrs L complain that Ageas Insurance Limited have caused delays when dealing with their subsidence claim and unfairly refused to cover damage to the floor slab, retaining wall and patio. What happened Mr L and Mrs L held a buildings insurance policy wi... (3 pages)View decision -
Decision Reference DRN-5606101
10 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5606101 The complaint Mr G complains that Barclays Bank UK PLC has not refunded him money paid with his credit card when services were not provided as agreed. The bank trades in this case under its Barclaycard brand. What happened Mr G’s complaint arises from the way in which lawyer... (4 pages)View decision -
Decision Reference DRN-5615164
10 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5615164 The complaint L, a limited company, complains that Barclays Bank UK Plc have unreasonably declined to refund transactions they say they didn’t agree to. They’d like the bank to refund them. L are represented by their directors, Mr and Mrs G. What happened The background to ... (7 pages)View decision -
Decision Reference DRN-5494878
10 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5494878 The complaint Miss B complains about a car supplied to her using a hire purchase agreement taken out with Black Horse Limited. What happened In December 2023, Miss B acquired a new car using a hire purchase agreement with Black Horse. The cash price of the car recorded on t... (5 pages)View decision -
Decision Reference DRN-5615432
10 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5615432 The complaint Mrs D complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected her from losing money she paid to one of HSBC’s customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In b... (2 pages)View decision -
Decision Reference DRN-5316572
10 Jun 2025 Lendable Ltd Not upheldConsumer CreditDRN-5316572 The complaint Mr S complains about the quality of a car he has financed through an agreement with Lendable Ltd trading as Autolend (‘Autolend’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus... (2 pages)View decision
