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 380824 results
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Decision Reference DRN-5785149
3 Oct 2025 Santander UK Plc UpheldConsumer CreditDRN-5785149 The complaint Miss M complains that Santander UK Plc shared her personal information with a third-party when they incorrectly merged her account details with another customer. What happened Miss M holds a number of bank accounts with Santander. In March 2025, Miss M receive... (3 pages)View decision -
Decision Reference DRN-5674501
3 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5674501 The complaint Ms A complains that NewDay Ltd trading as John Lewis Credit Card allowed various fraudulent transactions to be paid on her credit card. She is unhappy NewDay allowed the payments to be made without any checks, that it hasn’t explained how the fraud occurred and... (2 pages)View decision -
Decision Reference DRN-5857226
3 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5857226 The complaint Mr C complains Clydesdale Bank Plc trading as Virgin Money rejected a request to transfer £1,000 from his ISA to another business claiming he had insufficient funds. He’s also unhappy about his complaint being mishandled and delays on Virgin Money’s part. What ... (2 pages)View decision -
Decision Reference DRN-5857259
3 Oct 2025 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5857259 The complaint Mr C complains Shawbrook Bank Limited made multiple mistakes dealing with an ISA transfer. What happened Mr C has an ISA with Shawbrook Bank. He has ISAs elsewhere including an ISA with a bank who I’ll refer to as “B” throughout the rest of this decision. In Se... (4 pages)View decision -
Decision Reference DRN-5807264
3 Oct 2025 Interactive Investor Services Limited Not upheldPensions and AnnuitiesDRN-5807264 The complaint Miss N complains that Interactive Investor Services Limited (‘II’) unnecessarily delayed the transfer of her self-invested personal pension (‘SIPP’) to another provider. What happened Miss N was looking to transfer all the monies in her II SIPP to another SIPP ... (3 pages)View decision -
Decision Reference DRN-5849582
3 Oct 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5849582 Complaint Miss B has complained about a loan Admiral Financial Services Limited (trading as “Admiral Money”) provided to her. She says that the loan was unaffordable given her circumstances at the time. Background Admiral Money provided Miss B with a loan for £5,000.00 in N... (4 pages)View decision -
Decision Reference DRN-5737028
3 Oct 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5737028 The complaint Mrs F complains about the cancellation of her motor insurance policy by Tesco. Mr F, a named driver on the policy has largely been dealing with this complaint on Mrs F’s behalf. In my decision I’ll only refer to Mrs F. Mrs F’s dissatisfaction relates to the ac... (4 pages)View decision -
Decision Reference DRN-5624213
3 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5624213 The complaint and what happened Mr W has asked us to look into several complaint points he has raised with Barclays Bank UK PLC. He says it is holding him liable for two payments to an individual, Mr R, which he didn’t authorise; it failed to protect him from losing £10,000 ... (3 pages)View decision -
Decision Reference DRN-5849376
3 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5849376 The complaint Mr D is unhappy that Admiral Insurance (Gibraltar) Limited (“Admiral”) unfairly declined his claim for storm damage under his home insurance policy. What happened Mr D made a claim to Admiral when he said damage to his roof tiles subsequently damaged the waterp... (3 pages)View decision -
Decision Reference DRN-5805459
3 Oct 2025 QIC Europe Ltd UpheldInsuranceDRN-5805459 The complaint Mrs A is unhappy with the cash settlement offered by QIC Europe Ltd (“QIC”) in relation to her escape of water claim. She felt there were unnecessary delays with the claim she made against her home insurance policy. Mrs A had representation for the claim, but f... (4 pages)View decision
