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 368546 results
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Decision Reference DRN-5362684
23 Apr 2025 AWP P&C S.A. Not upheldInsuranceDRN-5362684 The complaint Mr M complains about how AWP P&C S.A. handled a claim against a travel insurance policy. Reference to AWP includes its agents. What happened Mr M has travel insurance as a benefit of a current account. He booked a trip with his infant son. There were two f... (3 pages)View decision -
Decision Reference DRN-5490705
23 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5490705 The complaint With the help of a professional representative (PR) Mr G complains that National Westminster Public Limited Company (NatWest) lent to him irresponsibly. For ease, I’ve referred to the PR’s actions as being those of Mr G. What happened Mr G has had a current acc... (5 pages)View decision -
Decision Reference DRN-5501211
23 Apr 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5501211 The complaint Mr C and Ms S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (11 pages)View decision -
Decision Reference DRN-5411949
23 Apr 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5411949 The complaint Mr M complains that Sainsbury’s Bank Plc irresponsibly lent to him. What happened Mr M was approved for a Sainsbury’s credit card with an £11,000 credit limit in January 2021. Mr M says this was irresponsibly lent to him. Mr M made a complaint to Sainsbury’s. S... (2 pages)View decision -
Decision Reference DRN-5488610
23 Apr 2025 Chaucer Insurance Company Designated Activity Company Not upheldInsuranceDRN-5488610 The complaint Mr and Mrs A have complained that the actions of Chaucer Insurance Company Designated Activity Company (“Chaucer”) stopped them from making a valid claim on the home emergency section of their property insurance. Chaucer are the underwriters of Mr and Mrs A’s b... (3 pages)View decision -
Decision Reference DRN-5418024
23 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5418024 The complaint Mr M has complained Santander failed to identify him as a vulnerable consumer and offer him support. Background Mr M has a severe compulsive gambling addiction. He estimates his overall losses as being approximately £400,000. He says that from 2014 until 2024 h... (4 pages)View decision -
Decision Reference DRN-5037870
23 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5037870 The complaint Miss M complains Revolut Ltd (“Revolut”) declined to refund a payment after she fell victim to a scam. What happened Miss M opened an account with an e-commerce company. She listed items to sell and after believing she’d sold an item, she was contacted on the p... (2 pages)View decision -
Decision Reference DRN-4961865
23 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4961865 The complaint Ms L is unhappy that Revolut Ltd (“Revolut”) won't refund the money she lost to job scam. What happened In July 2023 Ms L came across remote job opportunity which involved completing tasks for commission. Ms L signed up to the job platform where she would... (6 pages)View decision -
Decision Reference DRN-5238196
23 Apr 2025 Evelyn Partners Investment Management LLP Not upheldInvestmentsDRN-5238196 The complaint Mr and Mrs C’s complaint against Evelyn Partners Investment Management LLP (“Evelyn Partners”) is about the management of their investment portfolios. What happened Mr and Mrs C contacted Evelyn Partners in November 2020 for advice on managing their assets. Eve... (5 pages)View decision -
Decision Reference DRN-4962653
23 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4962653 The complaint Mr P has complained about the way Bank of Scotland plc trading as Halifax (“Halifax”) responded to claims he’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (“the CCA”). What happened Mr P paid money by credit card to pay for a heat pump insta... (3 pages)View decision
