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
-
Decision Reference DRN-5890819
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5890819 The complaint Mr H is unhappy with how Barclays Bank UK PLC trading as Barclaycard (Barclays) handled a claim he made about a transaction on his credit card. What happened The parties are familiar with the background of this complaint, so I will summarise it here, which refl... (5 pages)View decision -
Decision Reference DRN-5810828
16 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5810828 The complaint Mr C complains that Nationwide Building Society (‘Nationwide’) hasn’t refunded all the money he lost to a job-task scam. What happened On 1 April 2025, Mr C was contacted by a third party (whom I’ll refer to as ‘R’) about a job opportunity. R told Mr C that by ... (7 pages)View decision -
Decision Reference DRN-5754206
16 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5754206 The complaint Mr and Mrs K are unhappy that The Royal Bank of Scotland Plc (“RBS”) won’t reimburse money they say they lost to a scam. What happened In early February 2025, Mr and Mrs K employed a tradesperson (“Mr R”) to carry out a renovation of their bathroom. As it is M... (4 pages)View decision -
Decision Reference DRN-5892698
16 Jan 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5892698 The complaint Mr A complains that THE CO-OPERATIVE BANK P.L.C. (“Co-op”) has declined to refund the money he lost to an impersonation scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail again here. However, in su... (5 pages)View decision -
Decision Reference DRN-5957547
16 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5957547 The complaint Mrs E’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (11 pages)View decision -
Decision Reference DRN-5870742
16 Jan 2026 Options UK Personal Pensions LLP Not upheldPensions and AnnuitiesDRN-5870742 The complaint Mr D complains that Options UK Personal Pensions LLP (“Options”) has applied an incorrect income tax deduction to an income payment he took from his pension savings. What happened Mr D holds pension savings in a self-invested personal pension plan (“SIPP”) admi... (2 pages)View decision -
Decision Reference DRN-6084691
16 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6084691 The complaint Mr L is unhappy with Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of two claims he made under his motor insurance policy. What happened Mr L made a claim under his motor insurance policy after he was involved in an accident in April 2025. Admiral... (5 pages)View decision -
Decision Reference DRN-5966963
16 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5966963 The complaint Mr F complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction he made using his debit card. What happened In February 2025, Mr F was locked out of his property, so called a locksmith from a company I’ll refer to as T. Mr F says after ve... (4 pages)View decision -
Decision Reference DRN-5249545
16 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5249545 The complaint Mr H complains that Revolut Ltd won’t refund payments he made as a result of a scam. What happened In 2022, Mr H fell victim to an investment scam, involving a fraudulent broker that I’ll refer to as ‘A’. A initially persuaded him to make payments from his acco... (4 pages)View decision -
Decision Reference DRN-5853891
16 Jan 2026 Interactive Investor Services Limited Not upheldInvestmentsDRN-5853891 The complaint Mr P complains that Interactive Investor Services Limited (“Interactive Investor”) unreasonably failed to modify its security protocols to accommodate his circumstances, which he says prevented him from making trades. He seeks compensation for the financial los... (4 pages)View decision