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-6083517
16 Jan 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6083517 The complaint Mr C is unhappy American Express Services Europe Limited (AESEL) has rejected his claim for a refund for a laptop. What happened Mr C bought two laptops from an online supplier in April 2025 using his AESEL credit card. He says when he received the packages onl... (5 pages)View decision -
Decision Reference DRN-5798222
16 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5798222 The complaint Miss H complains that The Royal Bank of Scotland Plc (RBS) is refusing to refund her the amount she says she lost as the result of a scam. Miss H is being represented by a third party. To keep things simple, I will refer to Miss H throughout my decision. What h... (2 pages)View decision -
Decision Reference DRN-6073653
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6073653 The complaint N, a limited company, complains that Barclays Bank UK PLC won’t refund the money it lost when it was the victim of a scam. What happened In late 2021 one of N’s directors, Mr M, found out about an opportunity to invest with a cryptocurrency investment company.... (2 pages)View decision -
Decision Reference DRN-5910258
16 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5910258 The complaint Mr B complains about the way U K Insurance Limited, trading as NIG, handled a buildings insurance claim in relation to travel costs. Reference to NIG includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute,... (4 pages)View decision -
Decision Reference DRN-5835159
16 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5835159 The complaint Mr B complains about the way U K Insurance Limited, trading as NIG, handled a buildings insurance claim in relation to disturbance allowance payments. Reference to NIG includes its agents and representatives. What happened The circumstances of this complaint ... (4 pages)View decision -
Decision Reference DRN-5815185
16 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5815185 The complaint Monzo Bank Ltd (‘Monzo’) provided Mr G with an overdraft in 2021. Mr G says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’... (2 pages)View decision -
Decision Reference DRN-6080147
16 Jan 2026 Admiral Markets UK Ltd UpheldInvestmentsDRN-6080147 The complaint Ms G complains that Admiral Markets UK Ltd incorrectly classified her as a professional client, which led to her having a higher leverage limit and losing more than she otherwise would have, in her derivative trading account. What happened In January 2019 Ms G ... (7 pages)View decision -
Decision Reference DRN-5866150
16 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5866150 The complaint R, a limited company, complains about what U K Insurance Limited (UKI) did following a claim on its business protection insurance policy. R is represented in bringing this complaint by its director, Miss P. What happened In April 2024 R’s business premises suff... (3 pages)View decision -
Decision Reference DRN-6074889
16 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6074889 The complaint Mr W complains that Clydesdale Bank Plc (trading as Virgin Money) rejected his ISA transfer request due to a difference in names on the ISA transfer form. He complains that the rejection was unnecessary and Virgin Money have provided poor customer service when ... (4 pages)View decision -
Decision Reference DRN-5990053
16 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5990053 The complaint Mr B complains about the way U K Insurance Limited, trading as NIG, handled a buildings insurance claim in relation to council tax costs. Reference to NIG includes its agents and representatives. What happened The circumstances of this complaint aren’t in dis... (3 pages)View decision