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 392389 results
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Decision Reference DRN-5898658
16 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5898658 The complaint Mr K and Mr K complain that UK Insurance Limited trading as Direct Line (UKI) declined a claim they made on their landlord insurance policy. For ease of reading I will refer to Mr K throughout my decision since he has brought the complaint to this Service on b... (3 pages)View decision -
Decision Reference DRN-6007015
16 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6007015 The complaint Mr A feels let down by Barclays Bank UK PLC after his account was blocked and his requests, including a Subject Access Request (SAR) were poorly managed. He wants Barclays to apologise, admit its mistake in initially refusing to unblock his account, and provide... (4 pages)View decision -
Decision Reference DRN-5985280
16 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5985280 The complaint Mr and Mrs C complain about the amount Aviva Insurance Limited charged for their buildings insurance policy. Mr C has primarily dealt with the matter, so I’ll refer to him on behalf of Mrs C for ease of reading. Reference to Aviva includes its agents and repre... (2 pages)View decision -
Decision Reference DRN-5998401
16 Jan 2026 Spreadex Limited Not upheldInvestmentsDRN-5998401 The complaint Mr T complains that Spreadex Limited unfairly restricted his account and caused him a financial loss. What happened Spreadex restricted Mr T’s trading account in June 2024. Mr T is unhappy that it did so without notifying him and because Spreadex didn’t explain... (4 pages)View decision -
Decision Reference DRN-6060305
16 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6060305 The complaint Mr M complains Monzo Bank Ltd unfairly defaulted his current account due to an outstanding overdraft. 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 M opened a current account w... (2 pages)View decision -
Decision Reference DRN-5642793
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5642793 The complaint Mr and Mrs S complain that Barclays Bank UK PLC declined to refund them when they lost £33,500 as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But... (3 pages)View decision -
Decision Reference DRN-6034974
16 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6034974 The complaint Miss G has complained about Bank of Scotland plc trading as Halifax not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summa... (4 pages)View decision -
Decision Reference DRN-6015226
16 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6015226 The complaint Miss G has complained about Revolut Ltd not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Miss G fell victim to a ... (3 pages)View decision -
Decision Reference DRN-6082848
16 Jan 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6082848 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance 1 (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 197... (14 pages)View decision -
Decision Reference DRN-5885237
16 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5885237 The complaint Mr T complains that National Westminster Bank PLC unreasonably blocked an outgoing payment and restricted his account. Mr T says this caused him distress, inconvenience and a financial loss. What happened Mr T tried to send funds from his NatWest account to pay... (4 pages)View decision