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 382298 results
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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 -
Decision Reference DRN-5630064
17 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5630064 The complaint Mr H complains that Santander UK Plc will not refund a payment he made using his credit card, even though he did not receive the services he had paid for. What happened Mr H booked a rental car from 28 August to 27 September 2023. He paid €656.70 (equivalent to... (4 pages)View decision -
Decision Reference DRN-5565777
17 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5565777 The complaint D complains Royal & Sun Alliance Insurance Limited has unfairly declined their business insurance claim. RSA’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being RSA’s own. D is a limit... (4 pages)View decision -
Decision Reference DRN-5630256
17 Jun 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5630256 The complaint Ms C complains that Vanquis Bank Limited irresponsibly lent to her. Ms C is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms C herself. What happen... (4 pages)View decision -
Decision Reference DRN-5563430
17 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5563430 The complaint Mr B complains NewDay Ltd trading as Aqua (NewDay) failed to carry out appropriate financial checks before it approved a credit card facility and several subsequent credit limit increases. What happened Mr B says he was approved for a credit card account by New... (5 pages)View decision -
Decision Reference DRN-5589100
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5589100 The complaint Ms P complains about the service she received from NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY when she wanted to make a cash withdrawal in branch. What happened Ms P went to a branch of NatWest and asked to withdraw the remaining balance in her account. ... (3 pages)View decision -
Decision Reference DRN-5623520
17 Jun 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5623520 The complaint Mrs J complains Red Sands Insurance Company (Europe) Limited has unfairly declined a claim she’s made on her pet insurance policy following treatment for her dog. What happened The background to this complaint is well known to the parties and has been documente... (4 pages)View decision -
Decision Reference DRN-5102391
17 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5102391 The complaint Mr A is unhappy Barclays Bank UK PLC (Barclays) blocked then closed his account without any reason or explanation and reported missed payments on his loan account to the credit reference agencies, which has affected his credit score. What happened The details ... (4 pages)View decision
