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-5725876
30 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5725876 The complaint Ms O has complained that Barclays Bank UK PLC (“Barclays”) made changes to her Blue Rewards package without informing her, which resulted in her continuing to pay a monthly Blue Rewards fee without gaining any benefit from it. What happened Ms O had a fee-payin... (3 pages)View decision -
Decision Reference DRN-5661239
30 Sep 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5661239 The complaint Mr R complains that MI Vehicle Finance Limited trading as Mann Island (“MIVFL”) incorrectly reported a late payment marker on his credit file. What happened Both parties are familiar with the background of this complaint so I will only summarise what happened ... (3 pages)View decision -
Decision Reference DRN-5695866
30 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5695866 The complaint Mr J told us that esure Insurance Limited acted unreasonably by not reinstating his lapsed motor insurance policies in 2024 and in declining to offer him a new policy for his van. What happened Mr J says esure had previously allowed him to renew policies after... (3 pages)View decision -
Decision Reference DRN-5682093
30 Sep 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5682093 The complaint Mr G says Loans 2 Go Limited irresponsibly lent to him. What happened Mr G took out a loan for £250 from Loans 2 Go on 17 July 2024. The monthly repayments were £48.89 and the total repayable was £880. Mr G says proper checks were not conducted before granting... (3 pages)View decision -
Decision Reference DRN-5742027
30 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5742027 The complaint Mr I has complained Santander UK plc hasn’t repaid £300 that he believes wasn’t returned after he tried to make a deposit of £900, which ultimately failed, early one morning. What happened On 23 April Mr I went to a Santander branch before it was open to make a... (2 pages)View decision -
Decision Reference DRN-5820988
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5820988 Complaint Mr J is unhappy that Nationwide Building Society didn’t reimburse him after he reported falling victim to a scam. Background Mr J bought a second-hand car in June 2025 for £2,250. He paid for the car by transferring funds from his Nationwide account to the seller. ... (3 pages)View decision -
Decision Reference DRN-5387290
30 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5387290 The complaint Mr S has complained about esure Insurance Limited trading as Sheilas' Wheels car Insurance. He isn’t happy about the way it dealt with a claim under his motor insurance policy. What happened Mr S was involved in an accident which he told esure about. The a... (2 pages)View decision -
Decision Reference DRN-5567002
30 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5567002 The complaint Mr C complains Wise Payments Limited (Wise) delayed transferring money from his Wise account to an account overseas. The transfer wasn’t sent despite Mr C providing information. To put things right, Mr C would like compensation for the delays that he experience... (4 pages)View decision -
Decision Reference DRN-5766615
30 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5766615 The complaint Mrs B is unhappy Barclays Bank UK PLC (“Barclays”) hasn’t reimbursed her after she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary, Mrs B has b... (3 pages)View decision -
Decision Reference DRN-5818511
30 Sep 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5818511 The complaint Mr S has complained that The Co-operative Bank Plc (“Co-op Bank”) didn’t pay him a £25 incentive. What happened In May 2025, Mr S switched his current account to Co-op Bank, however after doing so - at a time when a ‘Switch and Stay’ incentive was applicable - ... (2 pages)View decision
