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-5116881
11 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5116881 The complaint Mr F complained because Santander UK Plc refused to refund him for transactions which he said he hadn’t authorised. What happened On 3 June 2024, Mr F arrived on holiday abroad. He found that credit cards weren’t widely accepted in the country where he was sta... (3 pages)View decision -
Decision Reference DRN-4805976
11 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4805976 Complaint Ms H is unhappy that Revolut Ltd did not reimburse her after she fell victim to an investment scam. Background Ms H came across an advertisement on social media promoting cryptocurrency investments. The advert appeared to be endorsed by a well-known public figure. ... (7 pages)View decision -
Decision Reference DRN-5076842
11 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5076842 The complaint Mr and Mrs W complain that Aviva Insurance Limited (Aviva) has unfairly refused to meet a claim made on their private medical insurance policy. What happened The background of this complaint is well known so I won’t go into too much detail here. But in summary:... (3 pages)View decision -
Decision Reference DRN-5312789
11 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5312789 The complaint Mr R has complained about the way Aviva Insurance Limited (‘Aviva’) dealt with his claim and that it unfairly withdrew cover when he was unwell and abroad. All reference to Aviva includes any agents acting on its behalf. What happened Mr and Mrs R have a repr... (8 pages)View decision -
Decision Reference DRN-5172445
11 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5172445 The complaint Mr W complains that Nationwide Building Society lent to him irresponsibly. What happened Mr W has had a current account with Nationwide since May 2007. In December 2015, he applied for an overdraft limit which was agreed and later increased as follows: Date Ev... (4 pages)View decision -
Decision Reference DRN-5316668
11 Feb 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5316668 The complaint Miss H complains about the way Lloyds Bank General Insurance Limited handled an escape of water claim under a buildings insurance policy. Reference to Lloyds include its agents. What happened In summary, Miss H held buildings insurance with Lloyds. She noticed ... (7 pages)View decision -
Decision Reference DRN-5278151
11 Feb 2025 esure Insurance Limited Not upheldInsuranceDRN-5278151 The complaint Mr S has complained about esure Insurance Limited’s decision to settle a claim as a fault claim under his car insurance policy. What happened In March 2024 Mr S was involved in an incident with a third party vehicle (TPV). esure settled the third party’s claim ... (3 pages)View decision -
Decision Reference DRN-4956720
11 Feb 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4956720 The complaint Mr W complains that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services, has terminated the hire purchase agreement under which a car was supplied to him. What happened A new car was supplied to Mr W under a hire purchase agreement wi... (3 pages)View decision -
Decision Reference DRN-5311117
11 Feb 2025 Nationwide Building Society Not upheldMortgagesDRN-5311117 The complaint Mr D and Mrs D complain about the method Nationwide Building Society has used to calculate the interest charged in their first mortgage payment. What happened Mr D and Mrs D took out a new mortgage with Nationwide which completed on 29 April 2024. They borrowed... (3 pages)View decision -
Decision Reference DRN-4766439
11 Feb 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4766439 The complaint Mr K has complained that American Express Services Europe Limited (‘Amex’) hasn’t refunded him for counterfeit stamps he bought using his Amex credit card. What happened Mr K bought a number of stamps between 2018 and 2021, using his Amex credit card. This was ... (2 pages)View decision
