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-5941293
23 Dec 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5941293 The complaint Mr D is unhappy that Telefonica UK Limited, trading as O2, registered arrears and a default for an account opened fraudulently against him, and then unreasonably delayed in removing these markers. What happened The complaint circumstances are well known to bot... (3 pages)View decision -
Decision Reference DRN-5902398
23 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5902398 The complaint Mr J complains Santander UK Plc moved from a free business account to one with a monthly fee, breaking a promise made when the account was opened. What happened Mr J, trading as a business name which I’ll refer to as P, complains Santander gave notice in July ... (3 pages)View decision -
Decision Reference DRN-5879653
23 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5879653 The complaint Mr M complains that HSBC UK Bank Plc won’t refund all the money he lost to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr M was looki... (6 pages)View decision -
Decision Reference DRN-5879651
23 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5879651 The complaint Mr M complains that Barclays Bank UK PLC won’t refund all the money he lost to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr M was lo... (6 pages)View decision -
Decision Reference DRN-5854667
23 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5854667 The complaint Mr and Mrs A have complained that their motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), didn’t reimburse them for damage caused to their vehicle by one of its approved repairers. All references to Admiral include its agents. What happened In... (4 pages)View decision -
Decision Reference DRN-5840329
23 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5840329 Complaint Mr and Mrs K are unhappy that Santander UK Plc didn’t reimburse them after they reported falling victim to a scam. The payments in this case were made from a joint account, but it was primarily Mr K who interacted with the alleged scammers and so I’ve generally ref... (3 pages)View decision -
Decision Reference DRN-5755934
23 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5755934 The complaint Mrs P has complained about the way Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) dealt with a claim for money back in relation to repair works on her car she paid for using her credit card. What happened Mrs P used her Tesco credit card account to pay f... (7 pages)View decision -
Decision Reference DRN-5873199
23 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5873199 The complaint The executor for the estate of Mr E (Mrs J) complains about Aviva Insurance Limited’s handling of a subsidence claim and previous subsidence repairs. Any reference to Aviva includes the actions of its agents, and well as any previous trading names. What happe... (3 pages)View decision -
Decision Reference DRN-6042571
23 Dec 2025 Evelyn Partners Financial Planning Limited UpheldPensions and AnnuitiesDRN-6042571 The complaint Mr C complains that in 1993, Evelyn Partners Financial Planning Limited (‘EP’) gave him unsuitable advice to transfer his preserved benefits held in an occupational defined benefit (‘DB’) pension to a personal pension. The advice was provided by a business (‘A... (10 pages)View decision -
Decision Reference DRN-5776674
23 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5776674 The complaint Mr U complains that Monzo Bank Ltd (“Monzo”) blocked, then closed his account without notice and having regard for his circumstances. Mr U is also unhappy with how long Monzo took to release his balance, and about being asked to provide the same information rep... (4 pages)View decision