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 369227 results
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Decision Reference DRN-5466608
1 Jul 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5466608 The complaint Mr M and Miss W have complained that Ageas Insurance Limited (Ageas) unfairly declined a claim under their home insurance policy. What happened Mr M and Miss W contacted Ageas to make a claim for storm damage to their roof. Ageas declined the claim because it ... (3 pages)View decision -
Decision Reference DRN-5424402
1 Jul 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5424402 The complaint Ms G complains Cabot Credit Management Group Limited aren’t very nice to deal with on the phone. She’s also unhappy about reference to her medication when she spoke to them. What happened Ms G has an outstanding debt which Cabot are servicing on behalf of the d... (2 pages)View decision -
Decision Reference DRN-5561563
1 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5561563 The complaint Mr E complains about Santander UK Plc (Santander) after they declined a transaction attempt, and the subsequent service they provided. What happened In January 2025, Mr E attempted a contactless transaction with his debit card, but this was declined by Santande... (2 pages)View decision -
Decision Reference DRN-5216522
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5216522 The complaint Mr L 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 2024 Mr L fell victim to task-based job sc... (4 pages)View decision -
Decision Reference DRN-5159110
1 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5159110 The complaint Mr M complains that Nationwide Building Society unfairly deducted funds from his savings account. What happened In August 2024, Nationwide received an Interim lump sum deduction order (LSDO) from the Child Maintenance Service (CMS), to take £1,269.08 from his a... (2 pages)View decision -
Decision Reference DRN-5628686
1 Jul 2025 Newcastle Building Society Not upheldMortgagesDRN-5628686 The complaint This complaint is about a mortgage Mrs and Mr H hold with Newcastle Building Society (NBS). The essence of the complaint is that they believe that NBS has passed on increases in the Bank of England Base Rate (BoEBR) but hasn’t passed on decreases that have occu... (4 pages)View decision -
Decision Reference DRN-4961873
1 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4961873 The complaint Mr H complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he lost to an investment scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr H throughout this decision. What happened In summary, Mr H say... (2 pages)View decision -
Decision Reference DRN-5659281
1 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5659281 The complaint Mr P and Ms P are unhappy with the assistance provided by Inter Partner Assistance SA (IPA) under their travel insurance policy. All reference to IPA includes its agents. What happened Whilst abroad, Mr P was bitten by a stray cat. He attended a medical facilit... (3 pages)View decision -
Decision Reference DRN-5195600
1 Jul 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5195600 The complaint Mr B complains about Tesco Personal Finance Limited trading as Tesco Bank’s decision to decline to refund the cost of a rental car booking he says he should’ve been able to cancel. What happened Mr B made a purchase for a rental car with a merchant (who I’ll re... (4 pages)View decision -
Decision Reference DRN-5640379
1 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5640379 The complaint Miss S complains that National Westminster Bank Public Limited Company (“NatWest”) did not complete adequate affordability checks and had it done so, it would have seen the loan offered and advanced to her (by it) was unaffordable. Miss S says she was in financia... (3 pages)View decision
