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-5607474
6 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5607474 The complaint Mr C complains Lloyds Bank PLC repeatedly blocked payments he wanted to make – without logic or common sense – causing him considerable frustration. What happened Mr C has an account with Lloyds Bank and has done so for over 50 years. Mr C says Lloyds Bank bloc... (2 pages)View decision -
Decision Reference DRN-5845182
6 Nov 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5845182 The complaint Mr B and Miss H complain about how Lloyds Bank General Insurance Limited (“Lloyds”) handled a claim they made on their home insurance policy. Mr B has acted as the main representative during the claim and complaint process. So, for ease of reference, I will re... (4 pages)View decision -
Decision Reference DRN-5933155
6 Nov 2025 J D Williams & Company Limited UpheldConsumer CreditDRN-5933155 The complaint Mr W complains about a credit account he applied for with JD Williams & Company Limited trading as Ambrose Wilson (‘AW’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflec... (4 pages)View decision -
Decision Reference DRN-5916734
6 Nov 2025 Extracover Limited UpheldInsuranceDRN-5916734 The complaint Mr B has complained that Extracover Limited failed to automatically renew his van insurance policy despite it telling him it would do so. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts... (2 pages)View decision -
Decision Reference DRN-5659819
6 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5659819 The complaint Miss T complains about Santander UK Plc. She would like Santander to pay her more compensation for the service it provided to her when she fell victim to a scam. What happened In November 2024, Miss T made a credit card payment of £760 to what she believed wa... (2 pages)View decision -
Decision Reference DRN-5931141
6 Nov 2025 British Gas Insurance Limited UpheldInsuranceDRN-5931141 The complaint Mr O complains British Gas Insurance Limited (“British Gas”) delayed repairs to his hot water cylinder under his home emergency insurance policy. He says this caused him a great deal of trouble and upset, he missed work and had to pay for alternative accommodat... (5 pages)View decision -
Decision Reference DRN-5928153
6 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5928153 The complaint Ms S complains about the way American Express Services Europe Limited (‘Amex’) handled her request for a refund. What happened In March 2024, Ms S bought a number of items including a sofa bed, bench, a fabric footstool and leather footstool (collectively ‘the ... (4 pages)View decision -
Decision Reference DRN-5932931
6 Nov 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5932931 The complaint Mr B and Miss H complain that they were mis-sold a home insurance policy by Hastings Insurance Services Limited (“Hastings”). Mr B has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any actio... (3 pages)View decision -
Decision Reference DRN-5466303
6 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5466303 The complaint Mr L complains that Revolut Ltd won’t refund money he lost when he was a victim of an investment scam. Mr L is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to som... (5 pages)View decision -
Decision Reference DRN-5885988
6 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5885988 The complaint Mr Y is unhappy with Santander UK Plc’s decision to close his account and not allow him to withdraw the remaining funds. He says by doing so Santander has failed to consider his circumstances. What happened Mr Y opened a basic bank account with Santander in Au... (3 pages)View decision