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 387322 results
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Decision Reference DRN-5945548
30 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5945548 The complaint Mr M complains that Nationwide Building Society (“Nationwide”) won’t reimburse a payment he made to what he now believes to be a sophisticated investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat every... (4 pages)View decision -
Decision Reference DRN-5655252
30 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5655252 The complaint X complains that Starling Bank Limited filed a scam report which resulted in another bank liquidating his crypto assets to return funds to Starling causing him to suffer financial losses. What happened The detailed background to this complaint is well known to... (3 pages)View decision -
Decision Reference DRN-6047355
30 Dec 2025 Motability Operations Limited UpheldConsumer CreditDRN-6047355 The complaint Mr M complains about the quality of a car he acquired under hire agreement with Motability Operations Limited trading as Motability Operations (MOL). When I refer to what Mr M and/or MOL said or did, it should also be taken to include things said or done on th... (4 pages)View decision -
Decision Reference DRN-5902739
30 Dec 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5902739 The complaint Mr T has complained that AXA PPP Healthcare Limited (trading as AXA Health) declined a claim he made on a private medical insurance policy. What happened In February 2025, Mr T contacted AXA to request pre-authorisation for a dental implant. AXA declined the c... (2 pages)View decision -
Decision Reference DRN-5606361
30 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5606361 The complaint Miss M complains that Monzo Bank Ltd (‘Monzo’) won’t refund her the money she lost after she fell victim to a scam. In bringing her complaint to this service Miss M is represented, but for ease of reading I will refer to Miss M throughout this decision. What ... (5 pages)View decision -
Decision Reference DRN-5941133
30 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5941133 The complaint Miss M has complained about the way National Westminster Bank Public Limited Company dealt with a claim for money back in relation to a transaction made using a debit card. What happened The circumstances of the complaint are well known to the parties so I won... (2 pages)View decision -
Decision Reference DRN-6046426
30 Dec 2025 Hadron UK Insurance Company Limited UpheldInsuranceDRN-6046426 The complaint Mrs D has complained that Hadron UK Insurance Company Limited (“Hadron”) has dealt unfairly with a claim made following fire damage to her property. Mrs D has been represented in this complaint. For ease, I’ll refer to the representative’s comments as Mrs D’s o... (5 pages)View decision -
Decision Reference DRN-6023669
30 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6023669 The complaint Miss H complains that Barclays Bank UK PLC closed her account and withheld access to her funds. What happened Miss H had an account with Barclays Bank. In January 2025, Barclays wrote to Miss H saying that following a review it had decided to close her account.... (2 pages)View decision -
Decision Reference DRN-5689609
30 Dec 2025 Gain Credit LLC UpheldConsumer CreditDRN-5689609 The complaint Mr J complains that Gain Credit LLC trading as Lending Stream lent to him twice when he could not afford to repay the loans. What happened Mr J took two loans. Here is a brief set of details in a table. Loan Approved Amount Terms (rounded) Repaid 1 26 March 202... (5 pages)View decision -
Decision Reference DRN-6029314
30 Dec 2025 Liverpool Victoria Financial Services Limited Not upheldPensions and AnnuitiesDRN-6029314 The complaint Mr P complains that he was misadvised by Liverpool Victoria Financial Services Limited to contract out of the State Earnings Related Pension Scheme (SERPS) and take out an Appropriate Personal Pension (APP) policy. What happened Mr P’s complaint was considered... (3 pages)View decision