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 375119 results
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Decision Reference DRN-5336650
10 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5336650 The complaint Mr B, in his capacity as a Director of C (a company) complains that National Westminster Bank Plc (NW) terminated the business credit card and applied a default to the account. What happened C holds a credit card account with NW with Mr B as the card holder. Th... (3 pages)View decision -
Decision Reference DRN-5110025
10 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5110025 The complaint Mr A complains that Santander UK plc won’t refund to him the money that he paid for some flights. What happened Mr A used his Santander credit card in February 2024 to pay £556.70 for some flights that he’d booked for the following month. He says that when he a... (3 pages)View decision -
Decision Reference DRN-5347093
10 Mar 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5347093 The complaint Miss M complains that Domestic & General Insurance Plc (DGI) unfairly cancelled her appliance and electronic device protection policies. What happened Miss M held a number of protection policies with DGI for appliances and electronic devices, which she inc... (5 pages)View decision -
Decision Reference DRN-4978998
10 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4978998 The complaint Mr P complains that Lloyds Bank plc won’t refund to him the money that he paid for a holiday. What happened Mr P used his Lloyds Bank credit card in June 2023 to make payments of £400 and £272.32 to a holiday company towards the cost of a holiday that was to be... (3 pages)View decision -
Decision Reference DRN-5187694
10 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5187694 The complaint Mr N has complained about a credit card he took out in June 2019 with Vanquis Bank Limited. He’s said the credit card was unaffordable and shouldn’t have been approved. Mr N is represented in bringing his complaint, but for ease I’ve written as if we’ve dealt d... (3 pages)View decision -
Decision Reference DRN-5371029
10 Mar 2025 Saxton 4x4 Limited UpheldInsuranceDRN-5371029 The complaint Mr G complains that Saxton 4x4 Limited (“Saxton”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. What happened Mr G bought a car on finance and also took out a GAP policy. Around two years later, Mr G’s car was stolen so he made a claim t... (6 pages)View decision -
Decision Reference DRN-5304461
10 Mar 2025 Nelson Insurance Company Ltd Not upheldInsuranceDRN-5304461 The complaint Mr B complains about how Nelson Insurance Company Ltd handled a claim he made on his commercial vehicle insurance policy. Reference to Nelson includes its agents. What happened Mr B holds a commercial vehicle insurance policy with Nelson. When his vehicle was i... (2 pages)View decision -
Decision Reference DRN-5214002
10 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5214002 The complaint Mr B complains about how Royal & Sun Alliance Insurance Limited (RSA) handled a claim he made on his buildings insurance policy. Reference to RSA includes its agents. What happened In March 2023 Mr B purchased a property which was subject to an ongoing subs... (3 pages)View decision -
Decision Reference DRN-5334395
10 Mar 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5334395 The complaint Mr W complains that Barclays Bank UK PLC defaulted his account and passed it to a debt collection agency. What happened Mr W holds a loan account with Barclays. The loan fell into arrears in December 2022. Barclays issued a Default Notice on 3 April 2023 which ... (2 pages)View decision -
Decision Reference DRN-5345893
10 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5345893 The complaint Mr H complained that The Royal London Mutual Insurance Society Limited gave misleading information during a phone call. What happened Mr H has a life and critical illness policy with Royal London. Mr H had tried to claim on his policy, but the claim was decline... (2 pages)View decision
