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 365360 results
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Decision Reference DRN-5535892
8 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5535892 The complaint Mr I complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) handled his claim for a refund of a payment charged to his NatWest credit card. .What happened I issued a provisional decision on 22 April 2025 that set out the background to th... (5 pages)View decision -
Decision Reference DRN-5306877
8 May 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5306877 The complaint Ms C says Specialist Motor Finance Limited, (‘SMF’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement for a car. She does not believe the agreement should ever h... (4 pages)View decision -
Decision Reference DRN-5147294
8 May 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5147294 The complaint Mr W complains about Hargreaves Lansdowne Asset Management Limited (HLAM). He said HLAM’s marketing of a new range of funds was misleading, that led him to invest in other similarly named investments. Mr W said he has lost out financially and would like HLAM t... (3 pages)View decision -
Decision Reference DRN-5539427
8 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5539427 The complaint Mr R complains NewDay Ltd trading as Fluid (“NewDay”) lent a credit card and increased the credit limit irresponsibly. Mr R is being represented on this complaint by a professional third party, but for ease of reference, I’ll refer to Mr R throughout. What ha... (3 pages)View decision -
Decision Reference DRN-5409485
8 May 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5409485 The complaint Mrs R complains about Tesco Underwriting Limited’s handling of her subsidence claim. Any reference to Tesco includes the actions of its agents. What happened Mrs R holds buildings insurance cover with Tesco. She made a subsidence claim after noticing cracking... (5 pages)View decision -
Decision Reference DRN-5302058
8 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5302058 The complaint Mr A complained because Santander UK Plc refused to refund him for two payments which he said he didn’t authorise. What happened On 16 October 2024, Mr A contacted Santander. He said he hadn’t authorised two payments which had been debited to his credit card. ... (3 pages)View decision -
Decision Reference DRN-5515805
8 May 2025 Exeter Friendly Society Limited Not upheldInsuranceDRN-5515805 The complaint Ms T complains that Exeter Friendly Society Limited trading as The Exeter didn’t accept a claim she made on her income protection policy. What happened Ms T had experienced symptoms of perimenopause for a number of years which required treatment from her GP and... (3 pages)View decision -
Decision Reference DRN-5477393
8 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5477393 The complaint Miss T and Mr D complain Admiral Insurance Gibraltar Limited (Admiral) didn’t complete satisfactory repairs to her car after she made a claim on her motor insurance policy. In this case Miss T is the policy holder and Mr D is a named driver on the policy. Refe... (3 pages)View decision -
Decision Reference DRN-5431387
8 May 2025 Ark Insurance Group Limited Not upheldInsuranceDRN-5431387 The complaint H has complained about the fees charged by Ark Insurance Group Limited (‘Ark’) when it cancelled H’s warranty. What happened In May 2020, H accepted a quotation provided by Ark as Scheme Administrator for a Residential New Build Latent Defects Insurance Policy ... (5 pages)View decision -
Decision Reference DRN-5542918
8 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5542918 The complaint Miss F complains that Revolut Ltd won’t refund money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Miss F fell victim to a fake job scam after she was approach... (9 pages)View decision
