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 393318 results
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Decision Reference DRN-5406484
19 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5406484 The complaint Mr H complains that Santander UK Plc won’t refund the money he says he lost to a scam. Mr H has been represented in this complaint by a claims management company. What happened The background to the complaint is well known to the parties, so I’ll simply summari... (4 pages)View decision -
Decision Reference DRN-4853049
19 Aug 2025 ReAssure Life Limited Not upheldInsuranceDRN-4853049 The complaint Mr R, Ms R and Mrs R complain about the way ReAssure Life Limited administered their reviewable whole of life policy. In particular, they complain about the significant decrease in the sum assured at the last review and would like their policy to go back up to ... (4 pages)View decision -
Decision Reference DRN-5601185
19 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5601185 The complaint Mr D complains that NewDay Ltd (NewDay) acted irresponsibly in agreeing to a credit card account and subsequent credit limit increases. In bringing his complaint Mr D is represented by a third party. For ease of reading I will only refer to Mr D in my decision.... (4 pages)View decision -
Decision Reference DRN-5479740
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5479740 The complaint Miss R complains that Revolut Ltd won’t refund payments she didn’t make or otherwise authorise. What happened In August 2024, Miss R received a call from someone purporting to be from Revolut. She states the caller knew some of her personal details and mention... (3 pages)View decision -
Decision Reference DRN-5756012
19 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5756012 The complaint Miss S is unhappy that Clydesdale Bank Plc, trading as Virgin Money, have reported a late payment to her credit file. What happened Miss S has a credit account with Virgin. On 11 November 2024, Virgin issued a monthly account statement to Miss S which explained... (3 pages)View decision -
Decision Reference DRN-5747759
19 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5747759 The complaint Mrs M and Mr M complain that Santander UK Plc (“Santander”) failed to properly dispense cash, leaving them with a substantial shortfall after visiting a branch. What happened Mrs M and Mr M explained that they needed cash to pay for ongoing building work. They’... (4 pages)View decision -
Decision Reference DRN-5699623
19 Aug 2025 The Original Holloway Friendly Society Limited Not upheldInsuranceDRN-5699623 The complaint Mr G complains that The Original Holloway Friendly Society Limited has turned down an income protection claim he made on a personal income protection insurance policy. Mr G’s complaint has been brought by his representative. But for ease of reference, I’ll ref... (5 pages)View decision -
Decision Reference DRN-5698060
19 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5698060 The complaint Mr N complains about the price charged by Liverpool Victoria Insurance Company Limited (“LV”) to renew his home insurance policy. What happened Mr N bought his home in 2023 and was made aware of an issue relating to subsidence which affected his home. Mr N rec... (3 pages)View decision -
Decision Reference DRN-5131561
19 Aug 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5131561 The complaint A company, which I’ll refer to as C, complains that Barclays Bank Plc trading as Barclaycard (Barclays), failed to notify it of two chargeback claims, which meant it was denied the opportunity to present evidence in rebuttal. In bringing this complaint, C is r... (4 pages)View decision -
Decision Reference DRN-5585588
19 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5585588 The complaint Mr M has complained that U K Insurance Limited (UKI) unfairly recorded a claim on his policy. What happened Mr M contacted UKI following damage to a roof at his home. He discussed what happened with UKI and was told it wasn’t covered by the policy. Mr M was th... (2 pages)View decision