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 367926 results
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Decision Reference DRN-5500154
27 May 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5500154 The complaint Mr and Mrs M complain that The Mortgage Works (UK) Plc unfairly changed the expiry date of the five-year interest rate product they chose for their buy to let mortgage. They say they lost the benefit of the interest rate six months earlier than expected and hav... (3 pages)View decision -
Decision Reference DRN-5586176
27 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5586176 The complaint G complain Wise Payments Limited (“Wise”) closed their account unfairly and with immediate effect, after conducting a review. And it’s failed to provide proper justification for doing so. G say Wise’s actions have caused them business disruption, and to put thi... (5 pages)View decision -
Decision Reference DRN-5571876
27 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5571876 The complaint Mr J complains that Santander UK Plc placed a block on his card but couldn’t tell him why. He’s also unhappy that his new card was delayed and when it arrived it was incorrectly blocked. What happened Mr J holds a credit card account with Santander. On 24 Septe... (2 pages)View decision -
Decision Reference DRN-5527532
27 May 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5527532 The complaint Miss B is unhappy that a car supplied to her under a hire purchase agreement with CA Auto Finance UK Ltd (CA Auto) was of an unsatisfactory quality. What happened In September 2022 Miss B was supplied with a new car through a hire purchase agreement with CA Aut... (5 pages)View decision -
Decision Reference DRN-5483463
27 May 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5483463 The complaint Mr O complains that Madison CF UK Limited trading as 118 118 Money unfairly recorded a missed payment marker against his credit file following a late payment. What happened Mr O holds a loan account with 118 118 money. In September 2024, Mr O’s payment of £59.... (3 pages)View decision -
Decision Reference DRN-5564142
27 May 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5564142 The complaint Miss M and Miss M have complained – in their capacity as executors of the late Miss B’s estate – that Legal and General Assurance Society Limited (“L&G”) acted unfairly when they declined the estate’s claim on Miss B’s life insurance policy and cancelled th... (3 pages)View decision -
Decision Reference DRN-5317237
27 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5317237 The complaint Mrs P complains that Revolut Ltd won’t refund money she lost when she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2024 Mrs P fell victim to a task-based ... (3 pages)View decision -
Decision Reference DRN-5545866
27 May 2025 Post Office Management Services Limited Not upheldInsuranceDRN-5545866 The complaint Mr D complains about how Post Office Management Services Limited dealt with the cancellation of an insurance policy he held with them. What happened In early October 2024 Mr D contacted the Post Office saying he was unhappy that his life insurance policy hadn’t... (2 pages)View decision -
Decision Reference DRN-5290040
27 May 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5290040 The complaint Mr J complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AESEL) didn’t refund a purchase made using his credit card. What happened In June 2024, Mr J purchased a bundle of music files from an online retailer. The retailer said the bundle included more than... (3 pages)View decision -
Decision Reference DRN-5430549
27 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5430549 The complaint Mr A complains that Barclays Bank UK PLC (Barclays) wont refund transactions made to a third party which I will refer to as “G”. This caused Mr A’s account to be overdrawn by about £216.82. Mr A wants this amount refunded to him along with compensation for the ... (2 pages)View decision
