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 369227 results
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Decision Reference DRN-4872436
13 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4872436 The complaint Mr K has complained about American Express Service Europe Limited’s (AESEL’s) handling of his claim. What happened Mr K booked accommodation abroad via an agent I shall call “F” during 2023 for a total sum of £636.19. This comprised of two payments of £272.01... (5 pages)View decision -
Decision Reference DRN-5574310
13 Jun 2025 RAC Insurance Limited UpheldInsuranceDRN-5574310 The complaint Mrs D complains about the way RAC Insurance Limited (RAC) handled a claim she made under her breakdown insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mrs D held a breakdown i... (3 pages)View decision -
Decision Reference DRN-5470451
13 Jun 2025 Tranzfar Ltd UpheldBanking and PaymentsDRN-5470451 The complaint Mrs I complains that Tranzfar Ltd trading as Tranzfar did not complete an international transfer she made. What happened On 1 July 2024 Mrs I asked Tranzfar to complete two international transfers for her, to an account in Nigeria. Both transactions were for £1... (2 pages)View decision -
Decision Reference DRN-5619559
13 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5619559 The complaint Mr B complains with the amount Ageas Insurance Limited (Ageas) have paid to settle the claim he made under his home insurance policy following a storm. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised e... (6 pages)View decision -
Decision Reference DRN-5622739
13 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5622739 The complaint With the help of a professional representative (PR), Mr H complains that Santander UK Plc lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr H. What happened Mr H has had a current account with Santander since M... (5 pages)View decision -
Decision Reference DRN-5606966
13 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5606966 The complaint Mr B complains through a representative that Black Horse Limited (“Black Horse”) gave him finance without carrying out adequate affordability checks. Had it done better checks it would’ve seen that the finance wasn’t affordable. For ease of reading, I’ve refer... (6 pages)View decision -
Decision Reference DRN-5622723
13 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5622723 The complaint Mr T complains that Starling Bank Limited (Starling) is refusing to refund him the amount he lost as the result of a scam. Mr T is being represented by a third party. To keep things simple, I will refer to Mr T throughout my decision. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-5556267
13 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5556267 The complaint Mr D complains about advice and service he received from HSBC UK Bank Plc. What happened HSBC had previously placed restrictions on the accounts Mr D held with it. He says he was told by a member of HSBC’s staff that he’d still be able to move money between his... (3 pages)View decision -
Decision Reference DRN-5605969
13 Jun 2025 West Bay Insurance Plc UpheldInsuranceDRN-5605969 The complaint Ms M complains that West Bay Insurance Plc (“West Bay”) disposed of her vehicle when she didn’t collect it after it made some repairs following a claim under her motor insurance policy. What happened Ms M had a motor insurance policy with West Bay covering her ... (3 pages)View decision -
Decision Reference DRN-5606471
13 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5606471 The complaint Mrs C complains Bank of Scotland plc trading as Halifax won’t refund payments made as part of a scam. What happened Mrs C was looking to take out a loan and after searching online, she found a company I’ll call “H”. After completing an online application, she s... (4 pages)View decision
