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 401363 results
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Decision Reference DRN-6291008
21 Apr 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6291008 The complaint Mr M and Mr S complain Inter Partner Assistance SA (IPA) has declined the claim they made under their travel insurance policy. As Mr M has been leading in this complaint, and for ease I’ve referred to him throughout. What happened The circumstances of this comp... (2 pages)View decision -
Decision Reference DRN-6206383
21 Apr 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6206383 The complaint Ms A is upset that Motability Operations Limited (who I’ll call MO) require a tracker to be fitted to a car she is financing with them. I thank Ms A’s daughter for providing some representations here. But, as Ms A is the named party to the finance agreement, I ... (2 pages)View decision -
Decision Reference DRN-6238940
21 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6238940 The complaint Mr M is unhappy that National Westminster Bank PLC (“NW”) won’t agree to write off his outstanding balance despite the medical information he’s provided. What happened Mr M took out a credit card with NW in March 2024. In May 2025 Mr M contacted NW and requeste... (3 pages)View decision -
Decision Reference DRN-5989930
21 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5989930 The complaint Miss S has complained about how Santander UK Plc (Santander) handled her request for a refund. What happened In late 2023, Miss S made over 100 payments to a course provider for several courses. The payments were made using her Santander debit card, totalling ... (3 pages)View decision -
Decision Reference DRN-6298367
21 Apr 2026 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-6298367 The complaint Mr and Mrs G complain about Allied World Assurance Company (Europe) dac’s (AWA) handling of a claim under a commercial property insurance policy. Mr and Mrs G are both eligible complainants. But most of the communication regarding the complaint and claim has be... (4 pages)View decision -
Decision Reference DRN-6262950
21 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6262950 The complaint Mr W complains that during a visit to one of Nationwide Building Society’s (“Nationwide”) branches he was directed to an alternative cashier and another customer pushed in front of him. What happened On 13 December 2025 Mr W attended a branch of Nationwide to ... (3 pages)View decision -
Decision Reference DRN-6302032
21 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6302032 The complaint Mr C complains that Revolut Ltd won’t refund money he lost when he was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In January 2026 Mr C fell victim to a task-ba... (4 pages)View decision -
Decision Reference DRN-6136726
21 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6136726 The complaint Mr M complains that Santander UK Plc won’t refund money he lost to an investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr M has explained that he fell victim to an inve... (4 pages)View decision -
Decision Reference DRN-6111376
21 Apr 2026 Marshmallow Insurance Limited Not upheldInsuranceDRN-6111376 The complaint Mr M complains Marshmallow Insurance Limited (Marshmallow) unfairly requested repayment of overpayments it made to him when it settled a claim on his motor insurance policy. There are several parties and representatives of Marshmallow involved throughout the c... (2 pages)View decision -
Decision Reference DRN-6278794
21 Apr 2026 Leek United Building Society Not upheldBanking and PaymentsDRN-6278794 The complaint Mr C complains that he was given incorrect information about how his Cash ISA held with Leek United Building Society trading as Leek Building Society worked, resulting in him moving funds out of the tax-free wrapper. What happened Mr C held a Cash ISA with Leek... (3 pages)View decision