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 388057 results
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Decision Reference DRN-5868376
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5868376 The complaint Miss H and Mr M complain Monzo Bank Ltd (“Monzo”) acted unfairly by not refunding payments they made using their debit card. What happened Miss H and Mr M booked a packaged holiday via an online booking platform (“the booking platform”) for themselves and their... (4 pages)View decision -
Decision Reference DRN-5957650
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5957650 The complaint X complains that National Westminster Bank Plc (‘NatWest’) defaulted her account when she sought a payment plan. X complains that NatWest’s support wasn’t consistent. X wants the default on her credit file to be removed. What happened X complained about NatWe... (3 pages)View decision -
Decision Reference DRN-5713781
4 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5713781 The complaint Mr M complains about the information recorded on his credit file by Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance. What happened Mr M had a loan account with Novuna, which fell into arrears in March 2024. Novuna issued a default notice on 12 A... (2 pages)View decision -
Decision Reference DRN-5733198
4 Dec 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5733198 The complaint E, a limited company, complains that The Mortgage Works (UK) Plc (TMW) has given it 180 days’ notice to repay its portfolio buy to let mortgage. E is represented by its director Mr M. What happened E is a limited company in the property rental business. In 2007... (4 pages)View decision -
Decision Reference DRN-5956727
4 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5956727 The complaint Mr C complains that The Royal Bank of Scotland Plc unfairly removed account facilities from him during a period of financial difficulty – itself caused by medical incapacity. What happened In 2022 Mr C suffered a serious injury. It affected his ability to work ... (2 pages)View decision -
Decision Reference DRN-5937856
4 Dec 2025 Aviva Insurance Limited UpheldInsuranceDRN-5937856 The complaint Mr C complains that Aviva Insurance Limited (“Aviva”) voided (cancelled from the beginning) his policy and wouldn’t pay his claim when it said he’d misrepresented modifications to his car when applying for car insurance. What happened Mr C had a car insurance p... (4 pages)View decision -
Decision Reference DRN-5389304
4 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5389304 The complaint Mrs L complains Revolut Ltd won’t refund transactions made from her account which she says she didn’t make or authorise. What happened In May 2024, Mrs L reported two transactions, totalling about £325, made from her Revolut account as fraudulent. Revolut loo... (3 pages)View decision -
Decision Reference DRN-5840357
4 Dec 2025 M & G Securities Limited Not upheldInvestmentsDRN-5840357 The complaint Mrs W complains about a transfer she requested with a stocks and shares individual savings account (ISA) she held with M&G Securities Limited (trading as M&G). She asked a third party to transfer one of her funds to it from her M&G account, but inst... (3 pages)View decision -
Decision Reference DRN-5955694
4 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5955694 The complaint Miss T complained that Bank of Scotland plc trading as Halifax, should pay additional compensation to reflect the stress and worry she experienced when her bank card was blocked while she was on holiday abroad. What happened Halifax’s automated anti-fraud syste... (3 pages)View decision -
Decision Reference DRN-5834767
4 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5834767 The complaint Mr G complains about the settlement that Advantage Insurance Company Limited offered him following the total loss of his car after it had made a deduction for a total loss marker. He wants it to pay him a fair settlement and compensation. What happened Mr G’s ... (3 pages)View decision