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 375868 results
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Decision Reference DRN-5724767
1 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5724767 The complaint Ms W is complaining that Santander UK Plc didn’t do enough to prevent her from falling victim to an investment scam. The complaint is brought on her behalf by a professional representative but for ease I’ll mainly refer to Ms W. What happened Ms W says that in ... (3 pages)View decision -
Decision Reference DRN-5681969
1 Aug 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5681969 The complaint Ms M complains that Aviva Life & Pensions UK Ltd (“Aviva”) have unreasonably refused to provide her with a transfer value in relation to the pension she holds with them. What happened The facts here are well known to both parties and aren’t in dispute. As s... (3 pages)View decision -
Decision Reference DRN-5109869
1 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5109869 The complaint Mr W complains that Starling Bank Limited failed to reclaim a payment he made on his debit card. What happened In February 2024, Mr W made a payment of around £3,500 to a marketing company. I’ll refer to that company as “M”. M sells marketing courses and, wit... (4 pages)View decision -
Decision Reference DRN-5476866
1 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5476866 The complaint Mr N is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr N fell victim to a cruel investment scam. After meeting someone online who introduced him to a ... (4 pages)View decision -
Decision Reference DRN-5729587
1 Aug 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5729587 The complaint Mrs L complains about a car supplied under a hire purchase agreement, provided by Specialist Motor Finance Limited (‘SMF’) and how it was later repossessed. Mrs L has been represented throughout this complaint, but to keep things simple I will only refer to Mrs... (11 pages)View decision -
Decision Reference DRN-5707780
1 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5707780 The complaint Mr D complains about the manner in which Admiral Insurance (Gibraltar) Limited dealt with a claim on his motor insurance policy. Mr D told us he felt like he was being “scammed”. What happened Mr D insured his lease car with Admiral. In late September 2024 it w... (5 pages)View decision -
Decision Reference DRN-5729695
1 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5729695 The complaint Mr L complains National Westminster Bank Public Limited Company (“NatWest”) have told him he holds a personal current account rather than a business bank account. This led to issues for Mr L with the Department for Work and Pensions (DWP.) What happened In Nove... (2 pages)View decision -
Decision Reference DRN-5622413
1 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5622413 The complaint Mr P is unhappy with the actions of U K Insurance Limited (‘UKI’) when responding to his motor insurance claim. Most of Mr P’s dissatisfaction relates to the actions of the actions of UKI’s agents - primarily a car hire company (‘B1’). As UKI have accepted resp... (4 pages)View decision -
Decision Reference DRN-5410031
1 Aug 2025 EE Limited Not upheldConsumer CreditDRN-5410031 The complaint Ms B complains about the outstanding amount owed under a fixed sum loan agreement, taken out in her name with EE Limited. What happened In July 2024, Ms B says a third party, who I’ll call ‘X’, contacted her to talk about upgrading her mobile telephone device. ... (3 pages)View decision -
Decision Reference DRN-5682269
1 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5682269 The complaint Mr J complains about the way in which NewDay Ltd trading as Aqua handled his disputed transaction claim. He’s also unhappy with the service he received when he tried to contact NewDay. What happened On 10 December 2024 Mr J raised a disputed transaction claim f... (3 pages)View decision
