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 381194 results
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Decision Reference DRN-5399831
9 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5399831 The complaint Miss S complains Lloyds Bank PLC (“Lloyds”) should not have raised a chargeback claim on her credit card payment. She says that step provoked legal action against her from the supplier and left her with legal costs Lloyds should cover. What happened On 19 Sept... (5 pages)View decision -
Decision Reference DRN-5551584
9 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5551584 The complaint Mr S complains that Barclays Bank UK plc trading as Tesco Bank (Tesco Bank) won’t refund a £60 transaction which Mr S says he didn’t make. Mr S wants this amount refunded. What happened The background to this complaint is well known to both parties, so I won’... (3 pages)View decision -
Decision Reference DRN-5575154
9 Jun 2025 1 Answer Insurance Services Ltd UpheldInsuranceDRN-5575154 The complaint Mr P has complained about his insurance broker 1 Answer Insurance Services Ltd (1A) – he believes it misled him about reducing his insurance and caused him to remain with the insurer for longer than needed. All of which resulted in him incurring extra costs. W... (4 pages)View decision -
Decision Reference DRN-5602510
9 Jun 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5602510 The complaint Mr H complains about the balance owed on his account with PayPal UK Ltd trading as PayPal. What happened On 30 December 2022, Mr H made a purchase for £4,100. He used his PayPal credit account to make the purchase, and the goods were bought via eBay. Mr H initi... (4 pages)View decision -
Decision Reference DRN-5454451
9 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5454451 The complaint Mr M complains about poor service from Santander UK Plc when opening a new bank account. What happened Mr M applied for a bank account with Santander on 25 December 2024 and was told his account with another bank would switch on 7 January 2025. He was told he ... (3 pages)View decision -
Decision Reference DRN-5610565
9 Jun 2025 HDI Global Specialty SE UpheldInsuranceDRN-5610565 The complaint Mr N complains that HDI Global Specialty SE would not progress a claim on his legal expenses insurance policy unless he signed a letter of engagement with solicitors. Where I refer to HDI, this includes its agents and claims handlers acting on its behalf. What ... (4 pages)View decision -
Decision Reference DRN-5567410
9 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5567410 The complaint Miss T complained that Advantage Insurance Company Limited unfairly and unreasonably cancelled her motor policy. What happened Miss T’s policy started on 1 July 2024. She insured her car plus a named driver. Advantage asked Miss T for some additional informati... (3 pages)View decision -
Decision Reference DRN-5610411
9 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5610411 The complaint Ms H complains Bank of Scotland plc (BoS) unfairly declined her section 75 Consumer Credit Act 1974 (CCA) claim for wasted expenditure arising from cancelled flights. What happened I issued my provisional decision on this complaint in May this year. An extract... (5 pages)View decision -
Decision Reference DRN-5488688
9 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5488688 The complaint A company, which I’ll refer to as P, complains about the way Lloyds Bank Plc managed its Bounce Back Loan (BBL) and repayments. What happened In May 2020, P successfully applied for a £23,500 BBL from Lloyds. It also opened a business bank account. BBLs were d... (3 pages)View decision -
Decision Reference DRN-5492551
9 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5492551 The complaint Mrs P complained because Santander UK Plc refused to refund her for transactions which she said she didn’t authorise. What happened Mrs P disputed several payments which had debited her account in February 2024. This decision is about two payments totalling £... (3 pages)View decision
