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 400695 results
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Decision Reference DRN-5949154
13 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5949154 The complaint Mr C has complained about the way his motor insurer, Advantage Insurance Company Limited cancelled unfairly and the matter passed on to debt collectors which has caused him a lot of distress. What happened I issued a provisional decision regarding this complain... (6 pages)View decision -
Decision Reference DRN-5861399
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5861399 The complaint Mr and Mrs I complain about the actions of Santander UK Plc after they fell victim to a scam. What happened The background to this complaint is familiar to the parties, so I’ll simply summarise it here. On 4 October 2024 Mr I received a call from someone purpor... (5 pages)View decision -
Decision Reference DRN-5617800
13 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5617800 The complaint Mrs M complains Barclays Bank UK PLC trading as Tesco Bank won’t refund two transactions made from her credit card account which she says she didn’t make or authorise. Mrs M is represented by Mr M. What happened Mrs M holds a credit card account with Tesco Ba... (3 pages)View decision -
Decision Reference DRN-5852668
13 Nov 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5852668 The complaint Mr M complains that Madison CF UK Limited trading as 118 118 Money (Madison) failed to give him adequate information at the start of his loan about how early settlements would be calculated. What happened Mr M took a loan with Madison on 29 January 2019. The lo... (2 pages)View decision -
Decision Reference DRN-5130919
13 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5130919 The complaint Mr K is complaining that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t do enough to prevent him from making payments to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only... (4 pages)View decision -
Decision Reference DRN-5493343
13 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5493343 The complaint Mr and Mrs B complain they fell victim to a scam and say Bank of Scotland plc trading as Halifax (‘Halifax’), should reimburse the money they’ve lost. Mr and Mrs B bring their complaint with the assistance of a professional representative. I also note the paym... (4 pages)View decision -
Decision Reference DRN-5819192
13 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5819192 The complaint Mr A has complained that American Express Services Europe Limited “AmEx” did not deal fairly with his request for help when seeking a refund from a merchant. What happened The circumstances leading up to this claim aren’t disputed so I’ve only briefly set them... (5 pages)View decision -
Decision Reference DRN-5947865
13 Nov 2025 TrustUk Payments Ltd UpheldBanking and PaymentsDRN-5947865 The complaint A limited company, which I’ll refer to as O, complains that TrustUK Payments Ltd has charged it excessive fees for merchant acquiring services. What happened In December 2021, O entered into an agreement with TrustUK for TrustUK to process O’s payment card tran... (4 pages)View decision -
Decision Reference DRN-5948856
13 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5948856 The complaint Mr O is unhappy with the service provided by AXA Insurance UK Plc (AXA) following a claim for damage caused by escape of water made on his home insurance policy. AXA is the underwriter of this policy. Part of this complaint concerns the actions of third partie... (6 pages)View decision -
Decision Reference DRN-5634562
13 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5634562 The complaint Mr S complains that Nationwide Building Society won’t refund the money he lost when he sent payments to an investment that he now believes to have been fraudulent. What happened The background to this complaint is well known to both parties, so I won’t repeat i... (5 pages)View decision