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 381196 results
-
Decision Reference DRN-5614869
29 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5614869 The complaint Mr and Mrs W complain that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds they lost when they say they fell victim to a scam. What happened Mr and Mrs W hold a joint account with Lloyds. I understand that Mrs W was looking for a new car and found an adve... (2 pages)View decision -
Decision Reference DRN-5813810
29 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5813810 The complaint Mr G complains that Wise Payments Limited didn’t do enough to prevent the loss he suffered when he was the victim of a scam. He is also unhappy that his account was closed. What happened The detailed background to this complaint is well known to both parties. ... (3 pages)View decision -
Decision Reference DRN-5838076
29 Sep 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5838076 Complaint Mr R complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance (“Barclays PF”)) unfairly entered into a conditional sale agreement with him. Mr R’s complaint has been made by a representative who I’ll refer to as the representative ... (5 pages)View decision -
Decision Reference DRN-5845901
28 Sep 2025 Unum Ltd Not upheldInsuranceDRN-5845901 The complaint Mrs F complains about the way Unum Ltd dealt with her income protection insurance claim. What happened As the background to the complaint is well-known to both parties, I have only included a summary of it here. Mrs F is a member of her employer’s group income... (4 pages)View decision -
Decision Reference DRN-5762827
28 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5762827 The complaint Miss M complains that a car that was supplied to her under a finance agreement with CA Auto Finance UK Limited was misrepresented to her. What happened A used car was supplied to Miss M under a finance agreement with CA Auto Finance that she signed in December ... (4 pages)View decision -
Decision Reference DRN-5689916
28 Sep 2025 Vitality Life Limited Not upheldInsuranceDRN-5689916 The complaint Mr W complains that Vitality Life Limited has unfairly refused a total and permanent disability claim he made under his VitalityLife protection policy. What happened Mr W is represented by his father – who I shall call Mr L – in bringing his complaint. Mr W t... (4 pages)View decision -
Decision Reference DRN-5357763
28 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5357763 The complaint Mr D complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he fell victim to a scam. What happened Mr D was looking for an investment opportunity when he saw an advertisement for a company I will refer to as “B”. Interested, Mr D rea... (6 pages)View decision -
Decision Reference DRN-5735663
28 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5735663 The complaint Mr M complains about Domestic & General Insurance Plc (“D&G”) for failures in customer service around a repair. Mr M wants D&G to pay him compensation for his wasted time and missed work during appointments which D&G missed. What happened Mr M h... (3 pages)View decision -
Decision Reference DRN-5845865
28 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5845865 The complaint Mr C and Ms K complain that Intact Insurance UK Limited – previously known as Royal & Sun Alliance Insurance Limited (RSA) – badly handled a claim on their home insurance. Mr C’s policy was sold and is administered by a third-party company on RSA’s behalf, ... (4 pages)View decision -
Decision Reference DRN-5842001
28 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5842001 The complaint Mr and Mrs W complain that British Gas Insurance Limited’s engineers failed to correctly diagnose a problem with his boiler following a claim on his home emergency insurance. What happened Mr and Mrs W had British Gas home emergency cover. The policy included a... (5 pages)View decision
