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-5507419
12 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5507419 The complaint A limited company, which I’ll refer to as ‘S’. complains that Lloyds Bank PLC allowed a direct debit to be processed from its account when there weren’t sufficient funds present in the account to cover the payment. S’s complaint is brought to this service by it... (3 pages)View decision -
Decision Reference DRN-5926095
12 Nov 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5926095 The complaint Mr D complains that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) wrongfully terminated an agreement he took out with them. What happened In November 2021, Mr D acquired a used car using a hire purchase agreement with Oodle. The agree... (3 pages)View decision -
Decision Reference DRN-5861598
12 Nov 2025 One Insurance Limited UpheldInsuranceDRN-5861598 The complaint Mrs O complains about how One Insurance Limited handled a claim made on her motor insurance policy. She wants compensation for her losses. What happened Mrs O’s car was damaged in an incident and One Insurance recovered it. Mrs O told One Insurance that she wa... (4 pages)View decision -
Decision Reference DRN-5864282
12 Nov 2025 Covea Insurance plc UpheldInsuranceDRN-5864282 The complaint Miss C and Mr F complain about Covea Insurance plc’s decision to cancel a car insurance policy in Miss C’s name. They also complain about the information Covea gave them after it cancelled the policy. What happened Miss C bought a car insurance policy through a... (4 pages)View decision -
Decision Reference DRN-5754968
12 Nov 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5754968 The complaint Mr K complains about the execution of a trade by Trading 212 UK Limited (Trading 212). The trade was a buy order, placed to open a Contract for Difference (CFD), and was executed at a much higher price than the price at which Mr K said he wanted to trade. Mr K ... (3 pages)View decision -
Decision Reference DRN-5943649
12 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5943649 The complaint Mr C complains Santander UK Plc’s app is misleading and he thought he was receiving interest on his account when he wasn’t. What happened Mr C holds two Santander 1|2|3 accounts and both were earning 2% interest on the balances. A direct debit on one of the a... (3 pages)View decision -
Decision Reference DRN-5843549
12 Nov 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5843549 The complaint Mr G is unhappy with the communication from Casualty & General Insurance Company (Europe) Ltd (CGI) about the renewal of his lifetime pet insurance policy, and the increase in the cost of this policy. What happened Mr G took out pet insurance with CGI in M... (3 pages)View decision -
Decision Reference DRN-5597595
12 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5597595 The complaint Mr O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) will not reimburse funds he said he lost to a scam. Mr O is represented by a firm, but for ease I have only referred to Mr O in this decision. What happened Mr O said a friend introd... (3 pages)View decision -
Decision Reference DRN-5728812
12 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5728812 The complaint Ms H, who is represented, complains that National Westminster Bank Plc (‘NatWest’) won’t reimburse a loss she says she suffered from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below... (3 pages)View decision -
Decision Reference DRN-5797789
12 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5797789 The complaint Miss G complains Clydesdale Bank Plc trading as Virgin Money (“Clydesdale”) has treated her unfairly in relation to a claim she brought under Section 75 of the Consumer Credit Act 1974 (“CCA”). What happened Miss G was in Jamaica in July 2021 when she says she ... (4 pages)View decision