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 369228 results
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Decision Reference DRN-5089049
10 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5089049 The complaint Mr C has complained about the way Santander UK Plc dealt with his request for money back. What happened In November 2022 Mr C paid around £1,600 for dental aligner treatment from a company I’ll call “S” using his Santander debit card through an electronic mone... (4 pages)View decision -
Decision Reference DRN-5382532
10 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5382532 The complaint Mr L complains that Nationwide Building Society hasn’t refunded a payment he made. What happened In July 2024, Mr L purchased an inflatable catamaran from a seller on an online marketplace. The catamaran cost £649.95 including postage. Mr L said the catamaran w... (5 pages)View decision -
Decision Reference DRN-5384143
10 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5384143 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited’s treated him unfairly after a claim on his motor insurance. What happened Mr C had a motor insurance policy with Admiral. In August 2023, he was involved in a road accident which damaged his car. He mad... (4 pages)View decision -
Decision Reference DRN-5301961
10 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5301961 The complaint Ms H complains that Bank of Scotland plc trading as Halifax has allowed an unknown third- party or staff member to steal her identity and tamper with her account. She has raised a disputed transaction and is unhappy at the way Halifax have treated her after she... (3 pages)View decision -
Decision Reference DRN-5124161
10 Mar 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5124161 The complaint Miss P has complained about a loan Loans 2 Go Limited provided to her. She says the loan was unaffordable and therefore shouldn’t have been given to her. She’s also unhappy about the interest rate she’s been charged. What happened In July 2023 Miss P applied o... (3 pages)View decision -
Decision Reference DRN-5384022
10 Mar 2025 Countrywide Assured Plc Not upheldInsuranceDRN-5384022 The complaint Mrs S is unhappy that Countrywide Assured Plc wouldn’t consider a terminal illness claim made on a joint life insurance policy she held with Mr P. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’... (2 pages)View decision -
Decision Reference DRN-5384013
10 Mar 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5384013 The complaint Mr P complains that Capquest Debt Recovery Limited are reporting a default to the Credit Reference Agencies (CRA). What happened Mr P had a debt with a lender I’ll refer to as “V”. In September 2019, V sold the debt to a company I’ll refer to as “Company A”. C... (3 pages)View decision -
Decision Reference DRN-5347733
10 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5347733 The complaint Mr W complains that Bank of Scotland plc trading as Halifax, in respect of a withdrawal from his ISA, refused to comply with his instructions not to send correspondence by post. What happened In August 2024, Mr W contacted Halifax as he wanted to make a withdra... (2 pages)View decision -
Decision Reference DRN-5109648
10 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5109648 The complaint Mr and Mrs K complain that Santander UK Plc (Santander) unfairly closed their account which caused them inconvenience as well as certain costs. What happened The background to this complaint is not in dispute so, I’ll only set it out briefly. Mr and Mrs K h... (3 pages)View decision -
Decision Reference DRN-5287841
10 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5287841 The complaint Ms H has complained Barclays Bank UK PLC won’t refund her for a cash machine withdrawal that wasn’t successfully completed. What happened On 18 June 2024 Ms H went to a cash machine when she was at an airport leaving to go abroad. She attempted to withdraw £200... (2 pages)View decision
