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-5748406
29 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5748406 The complaint Ms F complains that The Co-operative Bank Plc (‘Co-op’) delayed telling her that bills of exchange weren’t an acceptable form of payment for her credit card accounts and didn’t return these to her. She also complains that Co-op didn’t provide a detailed respons... (3 pages)View decision -
Decision Reference DRN-5416526
29 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5416526 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct won’t reimburse him after he made a payment that he now considers to have been towards a scam. What happened Mr B has explained that he was looking to purchase new carpet for his home. He contacted se... (3 pages)View decision -
Decision Reference DRN-5778867
29 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5778867 The complaint Mr L is unhappy that AXA PPP Healthcare Limited trading as AXA Health (AXA) declined his private medical insurance claim. What happened Mr L has a private medical insurance policy through his employer, which started in July 2024. AXA is the underwriter of the p... (3 pages)View decision -
Decision Reference DRN-5393898
29 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5393898 The complaint Ms B complains that Santander UK Plc won’t refund money the money she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. ... (2 pages)View decision -
Decision Reference DRN-5834377
29 Sep 2025 SNAP FINANCE LIMITED UpheldConsumer CreditDRN-5834377 The complaint Mr P complains about the return of some car parts he acquired using a fixed sum loan agreement with SNAP FINANCE LIMITED (SFL). When I refer to what Mr P and SFL have said or did, it should also be taken to include things said or done on their behalf. What ha... (3 pages)View decision -
Decision Reference DRN-5818781
29 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5818781 The complaint Miss H complains National Westminster Bank Plc (NatWest) failed to properly check whether she could afford the repayments before they lent to her. Miss H in bringing her complaint is represented by a third party. For ease of reading I will only refer to Miss H ... (4 pages)View decision -
Decision Reference DRN-5315557
29 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5315557 The complaint Mr O complains Revolut Ltd (“Revolut”) hasn’t refunded funds he says he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr O said he saw a video and discus... (4 pages)View decision -
Decision Reference DRN-5846053
29 Sep 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5846053 The complaint Mr C, a sole trader, complains about the assistance provided by Accelerant Insurance Europe SA/NV UK Branch in relation to his commercial motor insurance policy. What happened The following is only intended as a summary of the events leading to this complaint. ... (4 pages)View decision -
Decision Reference DRN-5781593
29 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5781593 The complaint Mr Q complains that Moneybarn No. 1 Limited lent to him irresponsibly. What happened Mr Q took a finance agreement with Moneybarn on the following terms to help him acquire a used car. Date Amount of credit Term Monthly repayment Total payable 2 November 2023 ... (3 pages)View decision -
Decision Reference DRN-5840721
29 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5840721 The complaint Mr P is unhappy that Barclays Bank UK PLC won’t reimburse money he lost to a scam. What happened On 12 September 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments befor... (4 pages)View decision
