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 392389 results
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Decision Reference DRN-5714317
31 Jul 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5714317 The complaint Mr D complained about Acromas Insurance Company Limited’s service under his European breakdown insurance policy. What happened Mr D’s car broke down while he was on holiday in Europe with his family. Acromas organised for the car’s repair and for alternative t... (4 pages)View decision -
Decision Reference DRN-5655499
31 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5655499 The complaint Mr K complains that Starling Bank Limited (“Starling”) didn’t raise chargebacks for him for transactions that took place on his account. What happened Mr K has said to us that he has a history of problem gambling. To protect himself from this, he placed a gambl... (2 pages)View decision -
Decision Reference DRN-5728719
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5728719 The complaint Mr E complains that Santander UK Plc won’t refund money he lost when he was a victim of a scam. Mr E is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key e... (6 pages)View decision -
Decision Reference DRN-5727729
31 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5727729 The complaint Mr P is complaining Aviva Insurance Limited has declined a claim he made on his commercial property insurance policy. Mr P has been represented by a representative in the handling of this claim and complaint. But for ease of reference I shall refer to anything ... (3 pages)View decision -
Decision Reference DRN-5159448
31 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5159448 The complaint Miss M complains about how Shawbrook Bank Limited (“Shawbrook”) dealt with a finance agreement, following a claim made to them under section 75 of the Consumer Credit Act 1974 (“s75”). What happened Miss M applied for a fixed sum loan agreement with Shawbrook i... (3 pages)View decision -
Decision Reference DRN-5691153
31 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5691153 The complaint Mr and Mrs G have complained that U K Insurance Limited (“UKI”) has voided their contents insurance policy and declined a claim they made. Reference to UKI includes its agents and representatives. Mr and Mrs G have been represented by another Mr G. For ease of... (4 pages)View decision -
Decision Reference DRN-5546434
31 Jul 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5546434 The complaint Mr T complained that Watford Insurance Company Europe Limited (“Watford”) declined to provide a refund due when he changed his car, under his motor insurance policy. What happened Mr T’s car was stolen. He made a claim to Watford under his policy which it accep... (2 pages)View decision -
Decision Reference DRN-5607768
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5607768 The complaint Miss H complained because Barclays Bank UK PLC refused to refund her for transactions which she said she didn’t authorise. What happened On 4 February 2025, Miss H contacted Barclays. She disputed multiple transactions to a gambling firm, which had taken place... (3 pages)View decision -
Decision Reference DRN-5728596
31 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5728596 The complaint Ms S has complained that Santander UK Plc won’t refund the money she lost after falling victim to a scam. What happened In early 2022, Ms S entered into a cryptocurrency investment scam after being contacted on social media by scammers posing as an investment f... (5 pages)View decision -
Decision Reference DRN-5542761
31 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5542761 The complaint Mr K complains about a claim he made to Bank of Scotland plc (BOS) in respect of flooring he had installed in his property which he is unhappy with. What happened In January 2024, Mr K contracted with a merchant (who I’ll call A) to supply and fit flooring at h... (4 pages)View decision