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 400694 results
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Decision Reference DRN-5815755
12 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5815755 The complaint Mr W complains that Starling Bank Limited (Starling) won’t refund the money he lost to a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat everything here. In short, Mr W fell victim to a safe account scam in... (3 pages)View decision -
Decision Reference DRN-5735537
12 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5735537 The complaint Mr H complains HSBC UK Bank Plc lent to him irresponsibly when they approved his application for a credit card, and the subsequent limit increases. What happened Mr H complained HSBC lent to him irresponsibly regarding the lending decisions below for a credit ... (3 pages)View decision -
Decision Reference DRN-5650062
12 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5650062 The complaint Mr J complains that NewDay Ltd (NewDay) has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened Mr J approached a garage, who I’ll call L, to assess his car and provide a quote for repairs af... (3 pages)View decision -
Decision Reference DRN-5772639
12 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5772639 The complaint Mrs T’s complained that Legal and General Assurance Society Limited (“L&G”) unfairly declined the claim she made on her critical illness policy. And they cancelled her policy and refunded the premiums she’d paid, because they said Mrs T had made a misrepre... (3 pages)View decision -
Decision Reference DRN-5815398
12 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5815398 The complaint Mr O complains AXA Insurance UK Plc (“AXA”) has unfairly settled his claim for storm damage on his property insurance policy as he says the cash settlement offered is too low. Mr O’s also unhappy with the customer service AXA provided while handling his claim. ... (5 pages)View decision -
Decision Reference DRN-5646313
12 Sep 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-5646313 The complaint Mr M complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) have treated him unfairly in contacting him for debts they haven’t proven he owes. What happened Mr M’s complaint centres around three debts that Lantern are pursuing him fo... (3 pages)View decision -
Decision Reference DRN-5682587
12 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5682587 The complaint Mr W is unhappy Santander UK Plc will not refund the money he lost as the result of an APP (authorised push payment) scam. Mr W brought his complaint to this service through a representative. For ease of reading, I will refer solely to Mr W in this decision. Wh... (5 pages)View decision -
Decision Reference DRN-5802487
12 Sep 2025 EUI Limited Not upheldConsumer CreditDRN-5802487 The complaint Mr D is unhappy with how EUI Limited trading as Admiral recorded information on his credit file. What happened Mr D entered into a fixed sum loan agreement with Admiral to fund the cost of a home insurance policy. Unfortunately, Mr D explained his employer mad... (3 pages)View decision -
Decision Reference DRN-5603484
12 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5603484 The complaint Mrs M is unhappy with the way U K Insurance Ltd (“UKI”) responded to her concerns when she reported items missing from her property returned from storage. When I refer to what UKI said or did, it should be taken to include things said or done on its behalf by i... (3 pages)View decision -
Decision Reference DRN-5801566
12 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5801566 The complaint Mr M complained about the actions taken by Barclays Bank UK PLC when it declined to approve a payment he wanted to make and blocked his account until he satisfactorily completed security checks. What happened In January 2025, Mr M used Barclays’ telephone bank... (3 pages)View decision