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 386796 results
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Decision Reference DRN-5709202
25 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5709202 The complaint Mr D complains Bank of Scotland plc trading as Halifax unfairly defaulted his credit card account. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In summary, Mr D held a credit card account wi... (3 pages)View decision -
Decision Reference DRN-5949096
25 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5949096 The complaint G, a company, complains that Wise Payments Limited charged a fee for receipt of an international SWIFT payment, without having warned of this in advance. Mr S, the director of G, makes the complaint on G’s behalf. What happened In July 2025 G received an incomi... (3 pages)View decision -
Decision Reference DRN-5960528
25 Nov 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5960528 The complaint Mr W has complained on the basis that Aviva Life & Pensions UK Limited has declined the transfer request for one of the policies he holds with it. Mr W has said that this has impacted his ability to transfer to his chosen receiving scheme, as it requires th... (4 pages)View decision -
Decision Reference DRN-5793744
25 Nov 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5793744 The complaint Miss B complains about the way Domestic & General Insurance Plc (D&G) handled a claim under an appliance insurance policy. What happened The details of this complaint are well-known to the parties, so I won’t repeat them here. Instead, I’ve focused on t... (3 pages)View decision -
Decision Reference DRN-5721552
25 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5721552 The complaint Mrs L and Mr L complain about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) valuation of their car following a claim under their car insurance policy. Mr L has acted as the main representative during the claim and complaint process. So, for ease of refer... (4 pages)View decision -
Decision Reference DRN-5735368
25 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5735368 The complaint Mr B complains that Santander UK Plc is sending him correspondence about an overdraft, for which the bank has confirmed he will not be held responsible. What happened Briefly, this complaint relates to an overdraft on a business account originally opened by Mr ... (3 pages)View decision -
Decision Reference DRN-5775659
25 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5775659 The complaint M, a limited company, complains that Starling Bank Limited (“Starling”) won’t refund a number of payments it says it lost to an investment scam. As it was the Director of M, Mr D, who made the payments on behalf of M, I will sometimes refer to him throughout th... (4 pages)View decision -
Decision Reference DRN-5704012
25 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5704012 The complaint and background Mr W complains Revolut Ltd won’t reimburse money he lost when he fell victim to a rogue trader scam. Mr W paid over £90,000 from this account between May and August 2024, to what he was led to believe was for the purpose of a house renovation. ... (2 pages)View decision -
Decision Reference DRN-5969804
25 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5969804 The complaint Mr J has complained that U K Insurance Limited (UKI) trading as Churchill Insurance unfairly declined a claim on his motor insurance policy. What happened In April 2025 Mr J submitted a claim to UKI. He told it that in January 2025 he’d driven through a pool of... (4 pages)View decision -
Decision Reference DRN-5975549
25 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5975549 The complaint Ms H complains that HSBC UK Bank Plc did not provide full information about her eligibility to hold Premier accounts following changes to its eligibility criteria. As a result, she thought her accounts might be closed, leading to distress and inconvenience. Wha... (2 pages)View decision
