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 384131 results
-
Decision Reference DRN-5949906
21 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5949906 The complaint Mr H complained that Santander UK Plc unfairly blocked his account after it had concerns about a payment he wanted to make and about the way he was treated in branch when he was required to attend in person to sort things out. What happened When Mr H complaine... (3 pages)View decision -
Decision Reference DRN-5963961
21 Nov 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5963961 The complaint Miss A’s complained that, after she’d made a claim on her mobile phone insurance, Assurant General Insurance Limited returned her phone to her with new damage. What happened Miss A damaged her mobile phone. So she made a claim to Assurant. Assurant arranged f... (2 pages)View decision -
Decision Reference DRN-5824274
21 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5824274 The complaint Mr A is unhappy with Barclays Bank Plc. When it suffered a system outage Mr A said he was unable to access his banking app and so he was unable to make a crucial payment. He said due to this he lost out on a time sensitive deal that cost him £7,000. Mr A said ... (3 pages)View decision -
Decision Reference DRN-5959356
21 Nov 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5959356 The complaint Mr M complains that Westerby Trustee Services Limited delayed the transfer of his self- invested personal pension (SIPP) to Scottish Widows and, as a result, caused him investment loss. What happened Historic background While Mr M worked at his former employer... (11 pages)View decision -
Decision Reference DRN-5856642
21 Nov 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5856642 The complaint Mr M says Aviva Life & Pensions UK Limited is responsible for providing him with incorrect information when he enquired about moving his Group Personal Pension funds into cash. He says this caused him financial detriment. He’s also unhappy about how it hand... (6 pages)View decision -
Decision Reference DRN-5629124
21 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5629124 The complaint Miss L is unhappy Monzo Bank Ltd (“Monzo”) hasn’t offered her a refund after she complained about being the victim of a scam. What happened Miss L found a company that offered cosmetic treatments online. For the purposes of this decision, I will refer to this c... (3 pages)View decision -
Decision Reference DRN-5776080
21 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5776080 The complaint Mr M complains that Santander UK Plc hasn’t refunded him for a transaction that left his credit card account, after he thought it had been blocked. What happened Mr M says he made an online booking for some accommodation. He says he was quoted £380 for a two-n... (3 pages)View decision -
Decision Reference DRN-5868201
21 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5868201 The complaint Mr R, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In December 2020, Mr R acquired a used car financed by a conditiona... (3 pages)View decision -
Decision Reference DRN-5942300
21 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5942300 The complaint K, a company, complains that Revolut Ltd charged £10 a month for a business account when its director had asked for the account to be closed. Mr S makes the complaint as a director of K. What happened On 25 February 2025 Mr S contacted Revolut in respect of K’s... (2 pages)View decision -
Decision Reference DRN-5751605
21 Nov 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-5751605 The complaint Mrs K has complained Virgin Media Mobile Finance Limited (“VMMF”) is holding her liable for a debt in relation to a credit agreement she says she didn’t take out. What happened The circumstances of the complaint are well known to the parties, so I’m not going ... (3 pages)View decision
