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 366874 results
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Decision Reference DRN-5121730
3 Jun 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5121730 The complaint Miss V complains that Wise Payments Limited (“Wise”) won’t refund the money she lost as a result of a scam. Miss V has been represented in her complaint by a firm of solicitors. What happened The background to this complaint is well known to both parties, so I’... (3 pages)View decision -
Decision Reference DRN-5312440
3 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5312440 The complaint Mr S and Miss H complain Santander UK PLC (“Santander”) refuses to refund them for transactions on their account they say they didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In ... (2 pages)View decision -
Decision Reference DRN-5421906
3 Jun 2025 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5421906 The complaint Ms H complains that Somerset Bridge Insurance Services Limited cancelled her motor insurance policy without her consent. She wants it to waive the premiums outstanding. What happened Ms H’s daughter called Somerset Bridge to ask for a cancellation quote for he... (2 pages)View decision -
Decision Reference DRN-5330114
3 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5330114 The complaint Mrs S complains that Barclays Bank UK PLC won’t reimburse money she says she lost to an investment scam. What happened Our Investigator didn’t uphold the complaint. He didn’t think the payment looked suspicious such that Barclays ought to have made additional ... (2 pages)View decision -
Decision Reference DRN-5321609
3 Jun 2025 Tesla Financial Services Limited Not upheldConsumer CreditDRN-5321609 The complaint Mr E complains about the way that Tesla Financial Services Limited dealt with his request to transfer to a third party the hire agreement under which a car had been supplied to him. What happened A new car was supplied to Mr E under a hire agreement with Tesla... (3 pages)View decision -
Decision Reference DRN-5485053
3 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5485053 The complaint Mr C complains Barclays Bank UK PLC didn’t close a sole trader account he held with them when he instructed it to. What happened Mr C explained he wanted to close a business account in 2024. Mr C explained he withdrew the outstanding funds from the account at a... (4 pages)View decision -
Decision Reference DRN-5575653
3 Jun 2025 Lendable Ltd UpheldConsumer CreditDRN-5575653 The complaint Miss H complains that a car acquired under a hire purchase agreement with Lendable Ltd trading as Autolend (“Autolend”) wasn’t of satisfactory quality when it was supplied to her. What happened The parties are familiar with the background of this complaint so ... (5 pages)View decision -
Decision Reference DRN-5593249
3 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5593249 The complaint Mr H complains Vanquis Bank Limited irresponsibly provided him with two unaffordable credit card accounts. Mr H’s complaint has been brought by a professional representative, but for ease I’ll refer to all submissions as though they are his own. What happened ... (6 pages)View decision -
Decision Reference DRN-5581418
3 Jun 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5581418 The complaint Mr A has complained that Marshmallow Insurance Limited avoided (treated it as if it never existed) his motor insurance policy and refused to pay his claim. He’s also unhappy with delays in the claim, communication, use of non-manufacturer’s parts and not being ... (4 pages)View decision -
Decision Reference DRN-5274918
3 Jun 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5274918 The complaint Ms S complains that Aviva Life & Pensions UK Limited failed to pay her some retirement benefits in a timely manner. What happened Ms S holds pension savings with Aviva. In May 2024 Ms S started to discuss using some of her pension savings to take a pension ... (3 pages)View decision
