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 381196 results
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Decision Reference DRN-5735326
6 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5735326 The complaint Mr Y complained that Santander UK Plc refused to refund gambling transactions, including some in a foreign currency, debited from his account while he had a gambling block turned on and international payments from his account were restricted. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5702676
6 Oct 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5702676 The complaint Mr and Mrs E are unhappy with the delays they experienced with their subsidence claim with Liverpool Victoria Insurance Company Limited (“LV”) and thought the increase to their annual premiums was unreasonable. What happened Mr and Mrs E made a subsidence claim... (4 pages)View decision -
Decision Reference DRN-5285889
6 Oct 2025 Guavapay Limited Not upheldBanking and PaymentsDRN-5285889 The complaint Mr J complains that Guavapay Limited (“Guavapay”) failed to refund transactions he didn’t recognise What happened Mr J said he noticed a number of payments had been taken from his Guavapay account using his payment card. He reported to Guavapay that he’d lost h... (3 pages)View decision -
Decision Reference DRN-5862453
6 Oct 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldMortgagesDRN-5862453 The complaint Mr G complains that he took out a fixed interest rate product because The Co-operative Bank Plc trading as Platform advised him that interest rates would increase. Interest rates have since fallen. Mr G asks that Platform applies a lower rate to his mortgage or... (4 pages)View decision -
Decision Reference DRN-5802582
6 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5802582 The complaint Mr K complains that Bank of Scotland plc (“Halifax”) failed to refund transactions that were taken by direct debit in error. What happened Mr K reported that in early 2022, he joined a gym and arranged for monthly membership fees to be paid by direct debit. He ... (3 pages)View decision -
Decision Reference DRN-5719021
6 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5719021 The complaint Miss K is unhappy with the way Inter Partner Assistance S.A. (“IPA”) handled her boiler claim under her home emergency policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. In J... (4 pages)View decision -
Decision Reference DRN-5564703
6 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5564703 The complaint Mr H complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The backgroun... (3 pages)View decision -
Decision Reference DRN-5862363
6 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5862363 The complaint Mr M complains that NewDay Ltd (trading as Pulse) did not allow him to pay off his credit card with a balance transfer. What happened Mr M says NewDay has closed his account and so he is unable to carry out a balance transfer to another card with 0% interest. ... (2 pages)View decision -
Decision Reference DRN-5815651
6 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5815651 The complaint Mr S complains that Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) unfairly reduced his credit card limit following an error on their part. Mr S wants his credit limit restoring. What happened Mr S missed a payment in September 2024 and this was re... (3 pages)View decision -
Decision Reference DRN-5717527
6 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5717527 The complaint Mr I complains that Aviva Insurance Limited caused delays in handling a claim made on his motor insurance policy. What happened Mr I said his car was damaged whilst parked and unattended. He tried to make repairs himself, but then he made a claim on his policy... (2 pages)View decision
