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-5068503
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5068503 The complaint Mrs K complains that Revolut Ltd won’t refund money she lost when she was a victim of an investment scam. Mrs K is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to... (11 pages)View decision -
Decision Reference DRN-5256473
12 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5256473 The complaint A limited company, which I’ll refer to as S, complains that Santander UK Plc gave it incorrect advice regarding its bounce back loan (“BBL”), resulting in it going into arrears. S says the bank then bombarded it with calls and letters regarding arrears. S is re... (4 pages)View decision -
Decision Reference DRN-5552153
12 Jun 2025 The Dental Insurance Partnership Ltd Not upheldInsuranceDRN-5552153 The complaint Mrs W is unhappy with The Dental Insurance Partnership Ltd (DIP) as she thinks her dental implant protection policy wasn’t correctly set up and established. Mrs W is being represented by her husband, Mr W, on this complaint. I’ll refer to Mrs W throughout this ... (4 pages)View decision -
Decision Reference DRN-5130134
12 Jun 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5130134 The complaint Mrs A complains about the quality of a car she financed with CA AUTO FINANCE UK LTD (‘CF). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with ... (4 pages)View decision -
Decision Reference DRN-5620034
12 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5620034 The complaint Ms B complained about the way TSB Bank plc (‘TSB’) handled her account switch. What happened Ms B held an overdrawn account with a bank I’ll call ‘N’ and she wanted to switch to TSB. The switch took longer than Ms B was expecting and she was also unhappy that t... (6 pages)View decision -
Decision Reference DRN-5232455
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5232455 The complaint Mr W is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative. What happened Both parties are familiar with the circumstances of this scam so I won’t ... (4 pages)View decision -
Decision Reference DRN-5337455
12 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5337455 The complaint Mrs E complains Santander UK Plc unfairly registered a default against her and closed her account. What happened Mrs E held a Santander current account which opened in August 2018. In 2022 Mrs E started experiencing personal and financial challenges, and she ... (4 pages)View decision -
Decision Reference DRN-5621131
12 Jun 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5621131 The complaint Mr G is unhappy Clydesdale Financial Services Limited, trading as Barclays Partner Finance (BPF) reported a default to his credit file without giving him any notice that payments towards his loan had been missed. What happened I issued my provisional decision ... (3 pages)View decision -
Decision Reference DRN-5560839
12 Jun 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5560839 The complaint Mrs H complains about how AA Underwriting Insurance Company Limited (AA) handled a claim under her motor insurance policy for damage to her vehicle in an accident. Any reference to AA in this decision includes their agents. What happened In August 2024 Mrs H ... (4 pages)View decision -
Decision Reference DRN-5469113
12 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5469113 The complaint Mr L, a sole trader, complains that HSBC UK Bank Plc should not have allowed him to have an arranged overdraft – and that it should not have allowed that overdraft to increase. What happened HSBC initially agreed an overdraft of £8,000 for Mr L on 21 August 20... (4 pages)View decision
