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-5781778
19 Sep 2025 Chubb European Group SE Not upheldInsuranceDRN-5781778 The complaint Mr K complains Chubb European Group SE (Chubb) declined the claim he made under his travel insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In November 2024 Mr K was abroad whe... (2 pages)View decision -
Decision Reference DRN-5735204
19 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5735204 The complaint Miss S complains about the charges BMW Financial Services(GB) Limited (t/a ALPHERA Financial Services) (“BMWFS”) applied when she returned a car having voluntarily terminated her credit agreement. What happened Miss S entered into a hire purchase agreement in M... (4 pages)View decision -
Decision Reference DRN-5772035
19 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5772035 The complaint Mr R complains that Madison CF UK Limited trading as 118118 Money re-applied a default against his personal loan after agreeing to remove it. What happened In 2022, Mr R successfully applied for a personal loan with Madison. In July 2024 the loan fell into arre... (3 pages)View decision -
Decision Reference DRN-5698072
19 Sep 2025 Santander UK Plc Not upheldMortgagesDRN-5698072 The complaint Mr W through his representative Mr M complains that Santander UK PLC issued proceedings to recover his property, failed to allow him to redeem the mortgage and unfairly charged him legal fees. What happened Mr W had an interest-only mortgage with Santander whic... (4 pages)View decision -
Decision Reference DRN-5571375
19 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5571375 The complaint Mr H complains that Nationwide Building Society acted unfairly when it asked him for information about his circumstances. What happened Around the end of 2024, Nationwide contacted Mr H asking for more information about his circumstances. Mr H complained becaus... (2 pages)View decision -
Decision Reference DRN-5712195
19 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5712195 The complaint Mr K complained because Clydesdale Bank Plc, trading as Virgin Money: - refused to refund him for transactions he disputed, and - gave him poor customer service, including telling him it had stopped payments when it hadn’t. What happened On 14 December 2024, Mr... (4 pages)View decision -
Decision Reference DRN-5592360
19 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5592360 The complaint Mr M and Mrs M are unhappy with how National Westminster Bank Public Limited Company (NatWest) handled a chargeback following the purchase of a car. As Mr M has been handling this complaint and corresponding with NatWest, on behalf of himself and Mrs M, I will ... (5 pages)View decision -
Decision Reference DRN-5682834
19 Sep 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5682834 The complaint Mr C complains about how Liverpool Victoria Services Limited (LV) handled a claim on his life and critical illness policy. Throughout the claim and complaint process, Mr C has had a representative helping him. In this decision, any reference to Mr C includes th... (3 pages)View decision -
Decision Reference DRN-5586745
19 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5586745 The complaint Mr B has complained about how American Express Services Europe Limited (AESEL) handled a refund claim he made to them. What happened Mr B purchased a chicken coop from a supplier I shall call ‘D’ in December 2022 using his AESEL credit card to the sum of £219.9... (5 pages)View decision -
Decision Reference DRN-5769560
19 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5769560 The complaint Mr A and Ms L have complained about Barclays Bank UK PLC not refunding several payments Ms L says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Ms L f... (4 pages)View decision