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 401363 results
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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 -
Decision Reference DRN-5752062
4 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5752062 The complaint Mr W is unhappy that Clydesdale Bank Plc, trading as Virgin Money, have reported missed payments to his credit file. What happened Mr W had a credit card account with Virgin. On 21 August 2023, Mr W spoke with Virgin and explained that he would be unable to mak... (4 pages)View decision -
Decision Reference DRN-5614563
4 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5614563 The complaint Miss B is unhappy Metro Bank PLC will not refund the money she lost as the result of an APP (authorised push payment) scam. Miss B brought her complaint to this service through a representative. For ease of reading, I will refer solely to Miss B in this decisio... (4 pages)View decision