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 384133 results
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Decision Reference DRN-5990134
2 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5990134 The complaint Mr G has complained that National Westminster Bank Public Limited Company trading as Sainsbury's Bank Plc declined his claim for a refund of a purchase made using his credit card account. What happened On 16 December 2024, Mr G had placed an online order w... (3 pages)View decision -
Decision Reference DRN-5981018
2 Dec 2025 Mortgage Agency Services Number Four limited UpheldMortgagesDRN-5981018 The complaint Mr S complains that Mortgage Agency Services Number Four Limited (MAS4) paid 50% of a refund of overcharged interest on his mortgage to the joint borrower, even though they are estranged and it was Mr S that made all the payments in the first place. What happen... (5 pages)View decision -
Decision Reference DRN-5990159
2 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5990159 The complaint Miss H complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Miss H says that she arranged to have surgery at a clinic I’ll call B on 20 July 2023. In May 2023 she made two pay... (3 pages)View decision -
Decision Reference DRN-5971070
2 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5971070 The complaint Mr H complains about the service he received from Revolut Ltd (“Revolut”) when he asked it to close his account and not allow it to be reopened or restrict his ability to use cryptocurrency on his account. What happened Mr H had a gambling addiction and was usi... (3 pages)View decision -
Decision Reference DRN-5989993
2 Dec 2025 Vitality Corporate Services Limited Not upheldInsuranceDRN-5989993 The complaint Ms W complains that Vitality Corporate Services Limited (Vitality) treated her unfairly when it cancelled her life and critical illness insurance policy due to non- payment of premiums. What happened The events which led up to this complaint are well known to ... (4 pages)View decision -
Decision Reference DRN-5980034
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5980034 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-5665919
2 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5665919 The complaint A company which I’ll call ‘L’ complains that Barclays Bank Plc (trading as Barclaycard) treated it unfairly by debiting chargeback payments which were as a result of fraud. The complaint is brought on L’s behalf by its director, Mr R. What happened L told us:... (4 pages)View decision -
Decision Reference DRN-5960867
2 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5960867 The complaint Mr P on behalf of his business J complains about the difficulties he experienced with making a payment transfer using Lloyds Bank PLC’s (“Lloyds”) Voice Response system resulting in him not having access to his funds over the weekend. In particular, Mr P is unh... (4 pages)View decision -
Decision Reference DRN-5849384
2 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5849384 The complaint Mr S complains that Inter Partner Assistance SA (IPA) declined his claim against his travel insurance policy. Reference to IPA includes its agents. What happened Mr S had an annual travel insurance policy underwritten by IPA. Whilst on a trip, his backpack con... (3 pages)View decision -
Decision Reference DRN-5886566
2 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5886566 The complaint Miss B’s complaint is about a claim she made on her INTACT INSURANCE UK LIMITED (‘Intact’) pet insurance policy, which was declined. Miss B says Intact treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t ... (2 pages)View decision
