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 369228 results
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Decision Reference DRN-5221510
8 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5221510 The complaint In September 2024, Mr Z complained because Starling Bank Limited refused to refund him for direct debits from his account to a telecoms firm between November 2020 and January 2021. Mr Z said he hadn’t authorised the direct debits. What happened On 4 September ... (5 pages)View decision -
Decision Reference DRN-5542683
8 May 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5542683 The complaint Mr C complains about the difficulties encountered in registering a Power of Attorney (POA) with National Savings and Investments (NS&I). He believes it’s behaved unreasonably towards him. Note Whilst this is Mr C’s complaint, I will refer to Mrs S as she ... (4 pages)View decision -
Decision Reference DRN-5406574
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5406574 The complaint Mr W complains that Barclays Bank UK PLC unreasonably blocked a payment he was attempting to make. What happened In December 2024 Mr W attempted to make a payment for the purchase of euros. The payment was blocked by Barclays’ automated fraud process. In accord... (2 pages)View decision -
Decision Reference DRN-5538599
8 May 2025 Howden Employee Benefits & Wellbeing Limited Not upheldInsuranceDRN-5538599 The complaint Mr W is unhappy that Howden Employee Benefits and Wellbeing Limited (Howden) didn’t offer a continuation of cover on his private medical insurance scheme when he left his employer. What happened Mr W had private medical health cover through his employer. His em... (3 pages)View decision -
Decision Reference DRN-5422848
8 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5422848 The complaint Mr and Mrs P complain that U K Insurance Limited (UKI) unfairly declined a claim they made on a home insurance policy. What happened Mr and Mrs P hold a home insurance policy with UKI. When flooring was damaged, they made a claim. UKI declined cover for the cla... (2 pages)View decision -
Decision Reference DRN-5360233
8 May 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5360233 The complaint Mr B complains about end of contract charges when he voluntary terminated his agreement with Marsh Finance Limited. What happened In March 2022 Mr B was supplied with a car and entered into a credit agreement with Marsh Finance. In September 2024 Mr B notified ... (3 pages)View decision -
Decision Reference DRN-5389172
8 May 2025 Homeserve Membership Limited Not upheldInsuranceDRN-5389172 The complaint Mr U has complained that Homeserve Membership Limited trading as Homeserve (‘Homeserve’) automatically renewed his home emergency policy. What happened Mr U took out a Homeserve home emergency policy. A couple of years later, Mr U complained to Homeserve. He s... (2 pages)View decision -
Decision Reference DRN-4874453
8 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4874453 The complaint Mr W complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost to a job scam. He’s being represented. To keep things simple, I’ll refer to Mr W throughout this decision. What happened The background to this complaint is known to both parties, so... (3 pages)View decision -
Decision Reference DRN-5502560
8 May 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5502560 The complaint Ms B complains about a car supplied to her using a conditional sale agreement taken out with Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”). What happened In June 2022, Ms B acquired a used car using a conditional sale agreemen... (5 pages)View decision -
Decision Reference DRN-4968461
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4968461 The complaint Mr C complains Barclays Bank UK PLC didn’t do enough to protect him when he fell victim to an investment scam. In bringing this complaint Mr C is supported by a professional representative, that I’ll refer to as “W”. What happened Mr C says that around July 202... (3 pages)View decision
