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 367926 results
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Decision Reference DRN-5469297
14 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5469297 The complaint Ms T complains that Santander UK Plc (Santander) won’t refund money she lost in an investment scam. What happened What Ms T says: Ms T was looking for ways to increase her income so that she could afford to provide for her two young children during the pandemic... (4 pages)View decision -
Decision Reference DRN-5407983
14 Apr 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5407983 The complaint Mr M is unhappy that Liverpool Victoria Financial Services Limited (LV) cancelled his income protection policy and stopped his benefit payments. What happened Mr M applied for a flexible protection plan which included personal sick pay in January 2022. The poli... (4 pages)View decision -
Decision Reference DRN-5482684
14 Apr 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5482684 The complaint Mr R complained that a car supplied to him under a hire purchase agreement with Tandem Motor Finance Limited (‘Tandem’) was of an unsatisfactory quality. When I refer to what Mr R or Tandem have said or done, it should also be taken to include things said or d... (11 pages)View decision -
Decision Reference DRN-5481841
14 Apr 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5481841 The complaint Mr W complains Great Lakes Insurance UK Limited (Great Lakes) unfairly declined a claim he made on a home insurance policy. What happened Mr W held a home insurance policy with Great Lakes. The details of his complaint, are well known to both parties, so I’ll b... (2 pages)View decision -
Decision Reference DRN-5477483
14 Apr 2025 Tesla Financial Services Limited UpheldConsumer CreditDRN-5477483 The complaint Mr B is unhappy with the quality of a car supplied by Tesla Financial Services Limited using a conditional sale agreement. What happened In February 2023 Mr B entered into a conditional sale agreement with Tesla for a new car. The cash price was £61,090. In Dec... (4 pages)View decision -
Decision Reference DRN-4976973
14 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4976973 The complaint Mr L complains that Barclays Bank UK PLC won’t return funds that were sent to one of its customers as part of a fraud. He also feels it’s enabling fraud by providing that customer an account. What happened As the circumstances of this complaint are well-known t... (3 pages)View decision -
Decision Reference DRN-5394114
14 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5394114 The complaint Mr C complains about how his insurer, U K Insurance Limited trading as Privilege (Privilege).handled his No Claims Discount (NCD) following a claim for a collision. References to Privilege in this decision include their agents. What happened Mr C took out a m... (4 pages)View decision -
Decision Reference DRN-5447132
14 Apr 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5447132 The complaint Mr J complains TSB Bank plc provided poor service when he raised a claim about a payment and when he tried to contact it. What happened A summary of what happened is below. Mr J raised a dispute with TSB on 9 October 2024 about a payment from his account for £3... (2 pages)View decision -
Decision Reference DRN-5225711
14 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5225711 The complaint Mr H is unhappy Bank of Scotland plc trading as Halifax (Halifax) won’t refund a payment which he says he didn’t authorise on his credit card. What happened On checking his account on 28 March 2024, Mr H noticed two payments had been made that he did not recog... (3 pages)View decision -
Decision Reference DRN-5442645
14 Apr 2025 AWP P&C S.A. Not upheldInsuranceDRN-5442645 The complaint Mr and Mrs R complain that AWP P&C S.A. declined their travel insurance claim. My references to AWP include its agents. What happened Mr and Mrs R had travel insurance through a bank account, insured by AWP. They and their children were due to fly abroad a... (2 pages)View decision
