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-5871838
9 Oct 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5871838 The complaint Mr W complains that The Co-operative Bank Plc has declined to refund transactions that were made from his account. What happened Between August and October 2024, a number of transactions were made from Mr W’s account. He says these transactions were not made by... (3 pages)View decision -
Decision Reference DRN-5712167
9 Oct 2025 ReAssure Limited Not upheldInsuranceDRN-5712167 The complaint Mr C complains that ReAssure Limited mis-sold him a personal income protection insurance policy. While another business was originally sold the policy to Mr C, ReAssure is now responsible for the contract. So I’ve referred to ReAssure throughout. What happened ... (2 pages)View decision -
Decision Reference DRN-5757044
9 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5757044 The complaint Mr J complains about his insurer, Admiral Insurance (Gibraltar) Limited (Admiral), deeming his vehicle a total loss after an accident. He’s also unhappy at the valuation Admiral placed on the vehicle, an overseas import, as well as Admiral’s overall handling of... (6 pages)View decision -
Decision Reference DRN-5721492
9 Oct 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5721492 The complaint Mr B’s complaint is about a claim he made on his Allianz Insurance Plc (‘Allianz’) pet insurance policy, which Allianz declined to cover. Mr B says Allianz treated him unfairly by declining his claim and adding an exclusion to the policy from the start of it. W... (3 pages)View decision -
Decision Reference DRN-5586366
9 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5586366 The complaint Mr A complains that Santander UK Plc won’t refund him the money he lost in an investment scam. Mr A is being represented by a professional representative, but for ease of reading I’ll just refer to Mr A. What happened The circumstances surrounding this complain... (5 pages)View decision -
Decision Reference DRN-5742078
9 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5742078 The complaint Mr R complains that Nationwide Building Society victimised him and caused him anxiety by not supplying him with a replacement card when his previous debit card was stolen and misused. What happened Nationwide called Mr R on 29 March 2025 to ask if he’d try to m... (2 pages)View decision -
Decision Reference DRN-4635117
9 Oct 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4635117 The complaint Mr C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr C was the member of a time... (3 pages)View decision -
Decision Reference DRN-5696365
9 Oct 2025 Gain Credit LLC UpheldConsumer CreditDRN-5696365 The complaint Mr B complains that Gain Credit LLC trading as Lending Stream lent to him when he could not afford it. He says that he had gambling issues and lived in his overdraft for years. Better checks by Lending Stream would have shown this and it would not have lent to ... (5 pages)View decision -
Decision Reference DRN-5654798
9 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5654798 The complaint Mr T complains Lloyds Bank PLC mishandled a cheque he paid in. He says the mistakes it made with this and in responding to the situation, have caused him a loss. What happened A summary of what happened is below. Mr T paid in a cheque for his Portuguese state p... (3 pages)View decision -
Decision Reference DRN-5827884
9 Oct 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5827884 The complaint Mr L complains that Santander Consumer (UK) Plc trading as Mazda Financial Services didn’t close his finance agreement when it should’ve done which resulted in adverse information being reported on his credit file. What happened Mr L was supplied with a car and... (3 pages)View decision