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 400694 results
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Decision Reference DRN-5878719
15 Oct 2025 U K Insurance Limited UpheldInsuranceDRN-5878719 The complaint Mr S complains that U K Insurance Limited (UKI) told him it would only communicate with him by email. He’s also unhappy with UKI’s service in online chats. Our contact with Mr S has been via his representative. But for simplicity I will refer to comments to an... (4 pages)View decision -
Decision Reference DRN-5312614
15 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5312614 The complaint Mrs R is complaining about Santander UK Plc because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs R fell victim to a cruel investment scam. After deciding she wanted to invest in cryptocurrency, she found the scam company o... (6 pages)View decision -
Decision Reference DRN-5686474
15 Oct 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5686474 The complaint Mr N complains about the way Kensington Mortgage Company Limited trading as Acenden handled his mortgage account and that it failed to provide copies of key documents. Mr N asks that Acenden’s handling of the mortgage is investigated and it’s ordered to disclos... (3 pages)View decision -
Decision Reference DRN-5665313
15 Oct 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5665313 The complaint Mr T complains that Metro Bank PLC trading as RateSetter was irresponsible in its lending to him. He wants to be refunded all interest and charges on the loan and for RateSetter to review and reform its lending practices. What happened Mr T was provided with a ... (3 pages)View decision -
Decision Reference DRN-5828276
15 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5828276 The complaint Mr G’s complained that Aviva Insurance Limited unfairly declined the claim he made after he lost his car key on holiday. What happened Mr G took his car key with him when he went on holiday. He says he kept the key in his hand luggage. But, when he got home a... (2 pages)View decision -
Decision Reference DRN-5786076
15 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5786076 The complaint Mr L and Mrs K have complained about their home insurer INTACT INSURANCE UK LIMITED, regarding a claim they made when their home suffered subsidence in 2022. It is mainly Mr L who has dealt with the claim and complaint. For ease of reading, I’ll refer mainly t... (5 pages)View decision -
Decision Reference DRN-5850152
15 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5850152 The complaint Mr A, who is represented by a third party, complains that Barclays Bank UK PLC, trading as Tesco Bank (‘Tesco Bank’), irresponsibly agreed to give him a credit card account he says he couldn’t afford to repay. What happened In March 2020 Mr A was accepted for ... (3 pages)View decision -
Decision Reference DRN-5638485
15 Oct 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5638485 The complaint Mr W complains Creation Consumer Finance Ltd (Creation) irresponsibly lent to him because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for him. What happened Mr W entered into a credit agreement with Creation in ... (4 pages)View decision -
Decision Reference DRN-5357534
15 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5357534 The complaint Miss E complains that Santander UK Plc won’t reimburse her after she fell victim to a safe account scam. What happened The circumstances of this complaint have been covered in detail already by our investigator so I won’t repeat them in full here. But briefly, ... (3 pages)View decision -
Decision Reference DRN-5777695
15 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5777695 The complaint Mr M has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he lost in what he’s described as a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise wha... (5 pages)View decision