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 360982 results
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Decision Reference DRN-4948507
18 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4948507 The complaint Mr S complains that Santander UK Plc won’t reimburse him after he made a payment for a fee, which he now considers to have been an authorised push payment (APP) scam. What happened Mr S has explained that after his mother sadly passed away, her home abroad was ... (2 pages)View decision -
Decision Reference DRN-5390790
18 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5390790 The complaint Miss K complains that £100 paid to her by TSB Bank plc (‘TSB’) is insufficient compensation after it admitted misinforming her about a pre-authorised payment transaction. To put things right, Miss K wants TSB to pay her further compensation to reflect the distr... (4 pages)View decision -
Decision Reference DRN-5393643
18 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5393643 The complaint Miss P complains that Legal and General Assurance Society Limited (L&G) has turned down an incapacity claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply ... (6 pages)View decision -
Decision Reference DRN-5207884
18 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5207884 The complaint Mr H complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise what happened and f... (8 pages)View decision -
Decision Reference DRN-5295753
18 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5295753 The complaint Mr L complains about how Nationwide Building Society (NBS) treated him when a third party paid in a large amount to his bank account. Mr L says this caused stress, inconvenience, as well as lost interest. What happened In December 2024, a third party sent a lar... (3 pages)View decision -
Decision Reference DRN-5404761
18 Mar 2025 esure Insurance Limited Not upheldInsuranceDRN-5404761 The complaint Mr S complains that esure Insurance Limited (“esure”) unfairly recorded him at-fault for an accident and didn’t tell him he could add a replacement car to his motor insurance policy. What happened In January 2024 Mr S collided with a large animal whilst he was ... (3 pages)View decision -
Decision Reference DRN-5404496
18 Mar 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5404496 The complaint Mr S complains that Vanquis Bank Limited was irresponsible in its lending to him. What happened Mr S was provided with a £5,000 loan by Vanquis in November 2022. The loan term was 36 months and Mr S was required to make monthly repayments of around £204. Mr S s... (3 pages)View decision -
Decision Reference DRN-4950435
18 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-4950435 The complaint Miss B has complained about the way AXA Insurance UK Plc handled a claim she made under her home insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Miss B got in touch with AXA about crack damage to an out... (4 pages)View decision -
Decision Reference DRN-5404961
18 Mar 2025 Forester Life Limited Not upheldInvestmentsDRN-5404961 The complaint Mr D, who is represented by his father, complains Forester Life Limited trading as Foresters Financial switched his Child Trust Fund without authority to do so. What happened In October 2024 Mr D’s father complained to Forester Financial that it had switched th... (2 pages)View decision -
Decision Reference DRN-4937078
18 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4937078 The complaint Mrs O is unhappy that a car supplied to her under a conditional sale agreement with Santander Consumer (UK) Plc (Santander) was of an unsatisfactory quality. What happened In June 2022 Mrs O was supplied with a used car through a conditional sale agreement with... (4 pages)View decision
