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 246785 results
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Decision Reference DRN-5570373
4 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5570373 The complaint Mr A complains that Bank of Scotland plc trading as Halifax declined to refund him for payments he made to an investment which he says turned out to be a scam. What happened Mr A had been introduced to an investment which his parents were involved in. They’d b... (3 pages)View decision -
Decision Reference DRN-5669786
4 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5669786 The complaint Mrs H is unhappy with the way American Express Services Europe Limited (AESEL) responded to a dispute for goods she purchased using her American Express credit card. What happened Mrs H bought a pair of boots from an online retailer I’ll call O in June 2024 for... (4 pages)View decision -
Decision Reference DRN-5187695
4 Jul 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5187695 The complaint Mrs B complains about a claim she made to Marks & Spencer Financial Services Plc (M&S) in respect of a timeshare relinquishment service not having been received. What happened In August 2019, Mrs B entered into an agreement with a company who I’ll call ... (3 pages)View decision -
Decision Reference DRN-5581953
4 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5581953 The complaint Ms R has complained that Aviva Insurance Limited declined a claim she made on her commercial property insurance policy. Reference to Aviva and Ms R includes their respective agents and representatives. What happened The circumstances aren’t in dispute, so I’l... (2 pages)View decision -
Decision Reference DRN-5516717
4 Jul 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5516717 The complaint Mr W complains that Automobile Association Insurance Services Limited (“AAIS”) didn’t promptly send his policy details after he renewed his roadside assistance cover. What happened In early September 2024 Mr W called AAIS to renew his policy, which expired towa... (2 pages)View decision -
Decision Reference DRN-3931619
4 Jul 2025 Thornton & Baines Independent Financial Advisers Limited Not upheldInvestmentsDRN-3931619 The complaint Mrs F and Mr M complain that Thornton & Baines Independent Financial Advisers Limited (“T&B”) gave them bad investment advice in 2020. They say they were advised to sell all their investments to cash during the Covid-19 pandemic, and were left out of th... (5 pages)View decision -
Decision Reference DRN-5621557
4 Jul 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5621557 The complaint Mr M and Ms M complain about the way Casualty & General Insurance Company (Europe) Ltd dealt with a claim on their pet insurance policy. Where I refer to Casualty & General, this includes its agents and claims handlers acting on its behalf. What happene... (2 pages)View decision -
Decision Reference DRN-5202788
4 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5202788 The complaint Miss S complains about the sale of a finance agreement she took out with CA AUTO FINANCE UK LTD (‘CA’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving d... (3 pages)View decision -
Decision Reference DRN-5586329
4 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5586329 The complaint Mr L complains that Santander UK Plc reduced the limit on his overdraft account. What happened Mr L has a current account with Santander which had an overdraft facility of £5,000. On 18 December 2024, Santander wrote to Mr L to say that it was reducing his ove... (2 pages)View decision -
Decision Reference DRN-5626165
4 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5626165 The complaint Mr F complains Monzo Bank Ltd unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both partie... (4 pages)View decision
