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-5159448
31 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5159448 The complaint Miss M complains about how Shawbrook Bank Limited (“Shawbrook”) dealt with a finance agreement, following a claim made to them under section 75 of the Consumer Credit Act 1974 (“s75”). What happened Miss M applied for a fixed sum loan agreement with Shawbrook i... (3 pages)View decision -
Decision Reference DRN-5691153
31 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5691153 The complaint Mr and Mrs G have complained that U K Insurance Limited (“UKI”) has voided their contents insurance policy and declined a claim they made. Reference to UKI includes its agents and representatives. Mr and Mrs G have been represented by another Mr G. For ease of... (4 pages)View decision -
Decision Reference DRN-5546434
31 Jul 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5546434 The complaint Mr T complained that Watford Insurance Company Europe Limited (“Watford”) declined to provide a refund due when he changed his car, under his motor insurance policy. What happened Mr T’s car was stolen. He made a claim to Watford under his policy which it accep... (2 pages)View decision -
Decision Reference DRN-5607768
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5607768 The complaint Miss H complained because Barclays Bank UK PLC refused to refund her for transactions which she said she didn’t authorise. What happened On 4 February 2025, Miss H contacted Barclays. She disputed multiple transactions to a gambling firm, which had taken place... (3 pages)View decision -
Decision Reference DRN-5728596
31 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5728596 The complaint Ms S has complained that Santander UK Plc won’t refund the money she lost after falling victim to a scam. What happened In early 2022, Ms S entered into a cryptocurrency investment scam after being contacted on social media by scammers posing as an investment f... (5 pages)View decision -
Decision Reference DRN-5542761
31 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5542761 The complaint Mr K complains about a claim he made to Bank of Scotland plc (BOS) in respect of flooring he had installed in his property which he is unhappy with. What happened In January 2024, Mr K contracted with a merchant (who I’ll call A) to supply and fit flooring at h... (4 pages)View decision -
Decision Reference DRN-5728529
31 Jul 2025 EE Limited Not upheldConsumer CreditDRN-5728529 The complaint Mr B complains about the quality of a mobile telephone handset he bought using a fixed sum loan agreement with EE Limited. What happened In August 2023, Mr B took out a fixed sum loan agreement with EE to buy a brand new mobile telephone handset. The cash price... (3 pages)View decision -
Decision Reference DRN-5551444
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5551444 The complaint Mrs and Mr H complain that Santander UK Plc won’t refund the money they have lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary, Mrs H and Mr H wrote seven cheques, all d... (4 pages)View decision -
Decision Reference DRN-5717289
31 Jul 2025 Paragon Bank Plc Not upheldMortgagesDRN-5717289 The complaint Mr and Mrs B complain that Paragon Bank Plc trading as Paragon Personal Finance irresponsibly lent them a second charge mortgage (secured loan). What happened Mr and Mrs B took out a secured loan in 2008. They borrowed just under £24,000 including fees over a t... (4 pages)View decision -
Decision Reference DRN-5445822
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5445822 The complaint Mr T complains about the way Barclays Bank UK PLC trading as Tesco Bank (Tesco Bank) dealt with a claim he raised for money back in relation to a hotel stay he’d paid for using his Tesco Bank credit card. What happened In July 2024, Mr T booked a room for six-... (4 pages)View decision
