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 381082 results
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Decision Reference DRN-5848262
8 Oct 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5848262 The complaint Mr K is unhappy that The Royal London Mutual Insurance Society Limited trading as Scottish Provident hasn’t paid the sum assured under his life and critical illness insurance policy (‘the policy’) for a heart procedure he underwent in 2020. What happened The d... (3 pages)View decision -
Decision Reference DRN-5856597
8 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5856597 The complaint C, a limited company, complains that Santander UK Plc (“Santander”) won’t reimburse money it lost to an investment scam. What happened In June 2020, C invested £14,000 in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. The payment was made... (6 pages)View decision -
Decision Reference DRN-5813006
8 Oct 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5813006 The complaint Ms M complains about the service she has received from Barclays since 2023 as she says that it has not supported her with her mortgage through a period of financial difficulties and difficult circumstances. What happened Ms M initially contacted Barclays in Mar... (6 pages)View decision -
Decision Reference DRN-5386547
8 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5386547 The complaint Mr M is unhappy that Revolut Ltd have refused to refund transactions he said he didn’t authorise. What’s happened Mr M contacted Revolut to report that there were six transactions carried out on his account that he didn’t authorise. The transactions were all ... (3 pages)View decision -
Decision Reference DRN-5423632
8 Oct 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5423632 The complaint Mr W has complained that Brent Shrine Credit Union Limited trading as My Community Bank (Brent Shrine) What happened On 22 August 2022 an online loan application was received and approved with Brent Shrine for a £9,000 loan in Mr W’s name and the funds were pa... (4 pages)View decision -
Decision Reference DRN-5388812
8 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5388812 The complaint Mrs W has complained about an overdraft and subsequent limit increases she was given by National Westminster Bank PLC (NatWest). Additionally, she’s said NatWest failed to take appropriate steps to monitor her overdraft usage. What happened In September 2020 Mr... (4 pages)View decision -
Decision Reference DRN-5641622
8 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5641622 The complaint Miss M, who is represented by a third party, complains that Shop Direct Finance Company Limited (“Shop Direct”), trading as Very, irresponsibly gave her a running account credit facility she couldn’t afford. What happened In November 2022 Miss M was granted a ... (2 pages)View decision -
Decision Reference DRN-5868044
8 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5868044 The complaint Mr G is unhappy Revolut Ltd won’t refund the money he lost as the result of a scam. Mr G has brought his complaint with the assistance of a professional representative. But for ease I’ll refer to all their submissions as being from Mr G. What happened On 19 Sep... (10 pages)View decision -
Decision Reference DRN-5846732
8 Oct 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5846732 The complaint Miss T is complaining about the quality of a vehicle supplied to her by Stellantis Financial Services UK Limited trading as Stellantis Financial Services (Stellantis). What happened In February 2024, Miss T acquired a vehicle via a conditional sale agreement wi... (3 pages)View decision -
Decision Reference DRN-5755620
8 Oct 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5755620 The complaint Mr C complains about First Central Underwriting Limited’s (First Central) handling of a claim on his motor insurance policy. Amongst other things it told him it would pursue a claim holding the third party 100% responsible for an incident that occurred but then... (8 pages)View decision
