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 375868 results
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Decision Reference DRN-5554788
27 Aug 2025 Hadron UK Insurance Company Limited Not upheldInsuranceDRN-5554788 The complaint D, a company, complains about a claim it made on its Hadron UK Insurance Company Limited (‘Hadron’) business protection policy. D’s policy records Folgate Insurance Company Limited as the insurer of this policy but as that entity has legally changed their name ... (3 pages)View decision -
Decision Reference DRN-5777388
27 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5777388 The complaint Miss J complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Miss J has tol... (5 pages)View decision -
Decision Reference DRN-5677110
27 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5677110 The complaint The estate of the late Mr P has complained about HSBC UK Bank Plc sending back an overpayment without the estate’s authority. Mr A, as executor, is representing the estate. What happened Both sides are most familiar with the case, and we must keep decisions ano... (3 pages)View decision -
Decision Reference DRN-5750600
27 Aug 2025 Santander UK Plc Not upheldMortgagesDRN-5750600 The complaint Ms W says Santander UK Plc treated her unfairly when the term of her interest only mortgage expired. The mortgage is in joint names with Ms W’s ex-partner (who I’ll refer to as Mr W). Mr W isn’t party to this complaint because there’s a dispute between Ms W and... (5 pages)View decision -
Decision Reference DRN-5415776
27 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5415776 The complaint Mrs K has complained that Revolut Ltd won’t refund money she has lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What ... (3 pages)View decision -
Decision Reference DRN-5692463
27 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5692463 The complaint C complains Santander UK Plc hasn’t reimbursed it after it fell victim to an investment scam. What happened In May 2020, C invested £50,000 in a company I’ll call ‘B’ who said it had developed an algorithm to successfully trade in forex and some other investmen... (4 pages)View decision -
Decision Reference DRN-5772310
27 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5772310 The complaint Ms S complains about the repairs AXA Insurance UK Plc (AXA) have carried out on her vehicle following a claim she made under her motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised ... (5 pages)View decision -
Decision Reference DRN-5694222
27 Aug 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5694222 The complaint Ms C’s complaint is about a claim she made on her ARAG Legal Expenses Insurance Company Limited legal expenses insurance policy. Ms C says ARAG treated her unfairly. In this decision, all references to ARAG include their claims handlers. What happened In July 2... (4 pages)View decision -
Decision Reference DRN-5648668
27 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5648668 The complaint Mr Y complains that Vanquis Bank Limited (Vanquis) acted irresponsibly in granting him a credit card account, and increasing its limit, as he says it was unaffordable for him. What happened Mr Y took out a credit card with Vanquis in March 2005. The initial cr... (3 pages)View decision -
Decision Reference DRN-5550155
27 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5550155 The complaint Mr P complains that Santander won’t reimburse him after he fell victim to an investment scam. Mr P is professionally represented in bringing his complaint, but for ease of reference I’ll refer to all submissions as being made by Mr P directly. What happened The... (3 pages)View decision
