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 366763 results
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Decision Reference DRN-5508314
25 Apr 2025 esure Insurance Limited Not upheldInsuranceDRN-5508314 The complaint Mr and Mrs T are unhappy esure Insurance Limited (Esure) declined a claim made under their home insurance policy. Where I’ve referred to Esure, this also includes any agents acting on their behalf. What happened Mr and Mrs T have held home insurance with Esur... (4 pages)View decision -
Decision Reference DRN-5508334
25 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5508334 The complaint Mr D complains that the Barclays Bank UK PLC (Barclays) won’t refund payments they made as part of a scam, totalling £22,050. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I un... (5 pages)View decision -
Decision Reference DRN-4951744
25 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4951744 The complaint Mr S complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this ... (9 pages)View decision -
Decision Reference DRN-5423412
25 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5423412 The complaint Mr C complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and increased the credit limit on both accounts. What happened Mr C applied for a Marbles credit card in March 2016. In his application, Mr C said he was em... (3 pages)View decision -
Decision Reference DRN-5027195
25 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5027195 The complaint Mr A complains Santander UK Plc didn’t do enough to help get a refund for a transaction made on his debit card. What happened In April 2024, Mr A paid a plumber with his Santander debit card, to carry out repair works. After the plumber visited, Mr A said the ... (3 pages)View decision -
Decision Reference DRN-5421369
25 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5421369 The complaint Mr F complains that Nationwide Building Society didn’t do enough to assist him with an international payment that hadn’t been credited. What happened Mr F explains that on 3 October 2024 he made an online international payment for US Dollars 10,000. This was fo... (3 pages)View decision -
Decision Reference DRN-5196270
25 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5196270 The complaint Mr B complains about Revolut Ltd not refunding several payments he says he 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. But in summary and based on the submissions o... (4 pages)View decision -
Decision Reference DRN-5504397
25 Apr 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5504397 The complaint Ms W complains about how Healthcare Finance Limited (HFL) responded to a claim she made to it under section 75 Consumer Credit Act 1974 (s.75) in respect of dental treatment she paid for using the fixed sum loan it provided. What happened In March 2023 Ms W bou... (5 pages)View decision -
Decision Reference DRN-5271786
25 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5271786 The complaint Mr S and Mrs S complain Nationwide Building Society unfairly restricted access to their account and provided poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr S and Mr... (5 pages)View decision -
Decision Reference DRN-5455171
25 Apr 2025 Close Brothers Limited UpheldConsumer CreditDRN-5455171 The complaint Mr H complains about advice he received from Close Brothers Limited trading as Close Brothers Motor Finance (Close Brothers) regarding a recovery of a car he acquired under a conditional sale agreement from them. When I refer to what Mr H and Close Brothers sa... (3 pages)View decision
