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-5799641
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5799641 The complaint Miss S complains about the outcome of a claim she made to Santander UK Plc (Santander) in respect of goods purchased not having been delivered. What happened On 27 July 2024, Miss S paid £1,335.95 to a merchant who I’ll call B. The payment was made to purchase ... (5 pages)View decision -
Decision Reference DRN-5800106
5 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5800106 The complaint Mr M is unhappy with the way in which Aviva Life and Pensions UK Limited (Aviva) has handled his serious ill-health pension claim. What happened The history leading up to this complaint is well known to the parties and therefore I have only summarised events b... (4 pages)View decision -
Decision Reference DRN-5759926
5 Sep 2025 Santander UK Plc Not upheldMortgagesDRN-5759926 The complaint Mr B complains that Santander UK Plc: • Gave him a fixed interest rate product on his mortgage that did not last until the end of term. As a result, his payments increased in the final months of his mortgage. • Unfairly declined his request to extend the term o... (2 pages)View decision -
Decision Reference DRN-5785178
5 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5785178 The complaint Mr C complains Aviva Insurance Limited (“Aviva”) delayed settling his claim on his motor insurance policy following an accident. He says the delay has caused him significant financial loss as it’s impacted the cost of other insurance renewals. Mr C doesn’t thin... (4 pages)View decision -
Decision Reference DRN-5606057
5 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5606057 The complaint Mrs W complains Revolut Ltd hasn’t refunded her after she fell victim to an impersonation scam and an unauthorised payment left her account. What happened Mrs W received a call from what she believed was her bank on 23 December 2023, and it informed her that he... (3 pages)View decision -
Decision Reference DRN-5733916
5 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5733916 The complaint Mr and Mrs K complain about the response of Inter Partner Assistance SA (‘IPAS’) to a claim on their home emergency policy. Much of Mr and Mrs K’s dissatisfaction relates to the actions of IPAS’ appointed agents. As IPAs have accepted responsibility for the age... (3 pages)View decision -
Decision Reference DRN-5632768
5 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5632768 The complaint Mr S complains that AXA Insurance UK Plc rejected his claim unreasonably. What happened Mr S’s designer coat and beanie hat were unfortunately stolen from his car, so he made a claim against his home insurance policy. When Mr S reported the claim, he explained ... (3 pages)View decision -
Decision Reference DRN-5768768
5 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5768768 The complaint Mr S complains PayPal UK Ltd charged him for a payment he received for postage. What happened Mr S sold something on an online marketplace and asked the buyer to send a further £2 for some additional postage. It seems Mr S couldn’t receive this via the online... (2 pages)View decision -
Decision Reference DRN-5799568
5 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5799568 The complaint Mrs B is unhappy with how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) engaged with her about her credit card account when she was experiencing financial difficulties. What happened I issued my provisional findings to both parties explaining wh... (5 pages)View decision -
Decision Reference DRN-5638497
5 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5638497 The complaint Mr A complains that HSBC UK Bank Plc did not reimburse the funds he says he lost to a scam. What happened Mr A was looking to have some building work completed on his house, after some initial quotes, he amended these plans to a single-story extension. He event... (3 pages)View decision
