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-5833642
24 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5833642 The complaint Mr and Mrs M say Santander UK Plc didn’t give them fair warning before starting legal action regarding their mortgage. They ask that it stops legal action and refunds all related costs. What happened The term of Mr and Mrs M’s interest only mortgage expired in ... (3 pages)View decision -
Decision Reference DRN-5706407
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5706407 The complaint Mr A complains that Lloyds Bank PLC ‘Lloyds’) declined to refund him £3,500 which he lost as a result of a scam. What happened The details of this complaint are well known to both parties, so I will not go into every detail of what happened here. But in summary... (4 pages)View decision -
Decision Reference DRN-5863616
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5863616 The complaint Mr W complains Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) didn’t do enough to help get a refund for a transaction made on his credit card. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length he... (3 pages)View decision -
Decision Reference DRN-5590006
24 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5590006 The complaint Ms D, who is represented by a third party, complains that Black Horse Limited (‘Black Horse’) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In February 2021, Ms D acquired a used car financed by a hire purchase... (2 pages)View decision -
Decision Reference DRN-5792749
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5792749 The complaint Mrs and Mr A complain that Barclays Bank UK PLC declined to refund them over £300,000 which they lost as the result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened ... (4 pages)View decision -
Decision Reference DRN-5682161
24 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5682161 The complaint Mrs and Mr S complain that Nationwide Building Society (‘Nationwide’) declined to refund them £20,000 which they say they lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every d... (7 pages)View decision -
Decision Reference DRN-5700274
24 Oct 2025 Action 365 Ltd UpheldInsuranceDRN-5700274 The complaint Miss S complains about how Action 365 Ltd administered her motor insurance policy. She wants it to pay her the full amount of compensation it offered her and increase this to £350. What happened Miss S reported an incident to Action 365, and she later retracte... (3 pages)View decision -
Decision Reference DRN-5905255
24 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5905255 The complaint Mr T complains Admiral Insurance (Gibraltar) Limited (“Admiral”) offered him an unfair settlement amount under his motor insurance policy when his car was declared a total loss. He doesn’t think it’s offered him the fair value or taken upgrades he’s made to his... (5 pages)View decision -
Decision Reference DRN-5671582
24 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5671582 The complaint Mr and Mrs B were unhappy with the increase applied by INTACT INSURANCE UK LIMITED (“IMPACT”) to their annual premium for their home insurance policy. What happened Mr and Mrs B were unhappy when they received the renewal invite from INTACT for their home insur... (3 pages)View decision -
Decision Reference DRN-5637117
24 Oct 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5637117 The complaint Mrs W complains Allianz Insurance Plc has unfairly added exclusions to her pet insurance policy and declined a claim for treatment. What happened The background to this complaint is well known to the parties so I’ve only provided a brief summary here. • Mrs W o... (2 pages)View decision