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 392389 results
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Decision Reference DRN-5682587
12 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5682587 The complaint Mr W is unhappy Santander UK Plc will not refund the money he lost as the result of an APP (authorised push payment) scam. Mr W brought his complaint to this service through a representative. For ease of reading, I will refer solely to Mr W in this decision. Wh... (5 pages)View decision -
Decision Reference DRN-5802487
12 Sep 2025 EUI Limited Not upheldConsumer CreditDRN-5802487 The complaint Mr D is unhappy with how EUI Limited trading as Admiral recorded information on his credit file. What happened Mr D entered into a fixed sum loan agreement with Admiral to fund the cost of a home insurance policy. Unfortunately, Mr D explained his employer mad... (3 pages)View decision -
Decision Reference DRN-5603484
12 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5603484 The complaint Mrs M is unhappy with the way U K Insurance Ltd (“UKI”) responded to her concerns when she reported items missing from her property returned from storage. When I refer to what UKI said or did, it should be taken to include things said or done on its behalf by i... (3 pages)View decision -
Decision Reference DRN-5801566
12 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5801566 The complaint Mr M complained about the actions taken by Barclays Bank UK PLC when it declined to approve a payment he wanted to make and blocked his account until he satisfactorily completed security checks. What happened In January 2025, Mr M used Barclays’ telephone bank... (3 pages)View decision -
Decision Reference DRN-5433615
12 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5433615 The complaint Mr H has complained Starling Bank Limited did nothing to stop him being a victim of a scam. What happened Mr H holds an account with Starling. Mr H fell victim to a scam in November 2023 after believing he was talking to someone who represented his bank. He und... (3 pages)View decision -
Decision Reference DRN-5815384
12 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5815384 The complaint Mr C complains that AXA Insurance UK Plc unfairly rejected a claim he made under his own plant tools and equipment section of a business insurance policy. Mr C is a sole trader. What happened Mr C made a claim for the theft of tools from his commercial vehicle ... (2 pages)View decision -
Decision Reference DRN-5603090
12 Sep 2025 Halfords Limited Not upheldConsumer CreditDRN-5603090 The complaint Mr J complains Halfords Limited trading as Cycle2Work (“Halfords”) won’t allow him to cancel a hire agreement. What happened In August 2024, Mr J entered into a hire agreement with Halfords to hire a bike and associated equipment through a cycle to work scheme... (2 pages)View decision -
Decision Reference DRN-5799270
12 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5799270 The complaint Mr S complains HSBC UK Bank Plc didn’t do enough to help get a refund for a purchase made on his debit card. What happened In August 2023, Mr S paid a locksmith for services, paying on his HSBC debit card. When the locksmith carried out the work, they were mis... (4 pages)View decision -
Decision Reference DRN-5691463
12 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5691463 The complaint Mr R complained that the Teachers’ Additional Voluntary Contributions (AVC) pension arrangement he started with the Prudential Assurance Company Limited didn’t give him the benefits he thought it would provide. What happened Mr R started a Teachers’ AVC pensio... (5 pages)View decision -
Decision Reference DRN-5597794
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5597794 The complaint Mr G complains that Monzo Bank Ltd hasn’t refunded him after he sent money to someone blackmailing him. What happened Mr G was contacted by someone on social media, posing as a person they were not. Mr G was talked into sending compromising photos, not realisin... (2 pages)View decision