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 375868 results
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Decision Reference DRN-5568762
22 Aug 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5568762 The complaint Mr M is complaining about the amount Allianz Insurance Plc has said it would pay to settle a claim he made on his commercial property insurance policy. Mr M has been represented by a third party throughout this claim and complaint. But for ease of reference I s... (3 pages)View decision -
Decision Reference DRN-5486500
22 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5486500 The complaint Mr I and Mrs K complain about National Westminster Bank Public Limited Company (NatWest). They say that Mrs K fell victim to a scam and would like NatWest to refund them the money they have lost. What happened Mrs K paid £350 to an insurance broker to arrange... (2 pages)View decision -
Decision Reference DRN-5773909
22 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5773909 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (7 pages)View decision -
Decision Reference DRN-5050822
22 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5050822 The complaint Miss S complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she fell victim to a scam and would like it to refund her the money she has lost as a result. What happened Miss S came across an investment opportunity while browsi... (4 pages)View decision -
Decision Reference DRN-5745479
22 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5745479 The complaint Miss W is unhappy with how Vanquis Bank Limited treated her in relation to her credit card account after she got into financial difficulty following ill health and a bereavement. What happened Around June 2011 Miss W opened a credit card account with Vanquis. ... (4 pages)View decision -
Decision Reference DRN-5367863
22 Aug 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5367863 The complaint Mr W complains about the increase in the road fund licence, in relation to a vehicle that he acquired through a hire agreement with Lex Autolease Ltd (LAL). What happened In September 2022 Mr W signed a hire agreement with LAL for a brand-new car that was yet t... (3 pages)View decision -
Decision Reference DRN-5568985
22 Aug 2025 Bamboo Limited Not upheldConsumer CreditDRN-5568985 The complaint Mr E, who is represented by a third party, says Bamboo Limited (“Bamboo”) irresponsibly lent to him. What happened his complaint is about three loans that were each taken out by way of fixed sum loan agreements. For the first loan, for consolidation, Bamboo le... (3 pages)View decision -
Decision Reference DRN-5531330
22 Aug 2025 ReAssure Limited UpheldInsuranceDRN-5531330 The complaint Mr W complains ReAssure Limited mis-sold him an income protection policy. What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complai... (2 pages)View decision -
Decision Reference DRN-5266232
22 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5266232 The complaint Mr and Mrs O complain about Santander UK Plc. They are unhappy that Santander allowed them to send over £50,000 from their account with Santander to a cryptocurrency provider – B. They say that Santander should have intervened in the payments that were made a... (2 pages)View decision -
Decision Reference DRN-5537657
22 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5537657 The complaint Mr L complains about Bank of Scotland plc trading as Halifax. He says that he fell victim to a scam in January 2024 and would like Halifax to refund him the money he has lost. What happened Mr L had been told by a contact that he would be able to purchase two... (3 pages)View decision
