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-5258619
4 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5258619 Complaint Mr S is unhappy that Monzo Bank Ltd didn’t reimburse him after he reported falling victim to a scam. Background The background to this case is well known to the parties, so I will only summarise the key facts. In early 2024, Mr S fell victim to a job scam. He was a... (4 pages)View decision -
Decision Reference DRN-5899119
4 Nov 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5899119 The complaint Mr A has complained that British Gas Insurance Limited (“British Gas”) hasn’t repaired his boiler under a Home Care policy. What happened Mr A has a Home Care insurance policy with a British Gas which includes central heating breakdown cover. This cover offers ... (2 pages)View decision -
Decision Reference DRN-5913955
4 Nov 2025 British Gas Services Limited Not upheldInsuranceDRN-5913955 The complaint Mr S has complained on behalf of E, a limited company, about the service it received from British Gas Services Limited trading as British Gas (BG) under a home emergency policy. What happened E had home emergency cover with BG which included an annual boiler se... (2 pages)View decision -
Decision Reference DRN-5925413
4 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5925413 The complaint Mr C complains that the car he acquired through Lendable Ltd, trading as Autolend wasn’t of satisfactory quality. He wants Autolend to pay for the cost of a replacement engine. What happened Mr C entered into a hire purchase agreement in November 2023 for a use... (6 pages)View decision -
Decision Reference DRN-5884053
4 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5884053 The complaint Ms S says Santander UK PLC refuses to refund her for a transaction on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Ms S says her bag was sna... (2 pages)View decision -
Decision Reference DRN-5734946
4 Nov 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5734946 The complaint Mr B complained about the way Clydesdale Bank Plc trading as Virgin Money (Virgin Money) dealt with a claim for a refund for a package holiday he bought using his credit card. What happened The circumstances of the complaint are well known to the parties, so I... (4 pages)View decision -
Decision Reference DRN-5680937
4 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5680937 The complaint Mr K complains Barclays Bank UK PLC had two customer profiles for him which caused him problems passing through security meaning he couldn’t use his telephone banking or online banking or see his accounts on his app. He complains this led to poor customer servi... (2 pages)View decision -
Decision Reference DRN-5912853
4 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5912853 The complaint Mrs F complains Santander UK PLC (“Santander”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mrs F ... (2 pages)View decision -
Decision Reference DRN-5674659
4 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5674659 The complaint Mr and Mrs P were unhappy and unaware when they had a claim declined by esure Insurance Limited (“esure”) that it would be recorded for other insurers to see, so potentially increasing their future home insurance premiums. esure were providing a home insurance ... (2 pages)View decision -
Decision Reference DRN-5882565
4 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5882565 The complaint Ms B complains American Express Services Europe Limited (“American Express”) unfairly declined her Section 75 claim, for a transaction made on her credit card. What happened The background to this complaint is well known to both parties, so I won’t repeat it a... (3 pages)View decision