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-5851587
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5851587 The complaint Miss I complains that Barclays Bank UK PLC won’t refund the money she lost when she was the victim of a scam. What happened In March 2025, Miss I received a call from someone who said they worked for Barclays and had identified some suspicious activity on her ... (4 pages)View decision -
Decision Reference DRN-5785098
16 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5785098 The complaint Miss J complains that NewDay Ltd was irresponsible in its lending to her. What happened Miss J was provided with four credit accounts by NewDay the details of which are set out below. BIP account Date Event Amount April 2022 Account opening £450 Aqua account D... (6 pages)View decision -
Decision Reference DRN-5804974
16 Jan 2026 Tesco Mobile Limited Not upheldInsuranceDRN-5804974 The complaint Miss V complains Tesco Mobile Limited mis-sold her a mobile phone insurance policy. What happened In July 2023 Miss V took out mobile phone insurance through Tesco Mobile (when she also acquired a new phone). She subsequently made a claim on her policy as she’d... (2 pages)View decision -
Decision Reference DRN-6019454
16 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6019454 The complaint Mr C complains that Santander UK Plc lent to him irresponsibly. What happened Mr C has an overdraft with Santander, he says the account was opened in 2007. However, given the passage of time, Santander only have records of an overdraft of £1,000 going back to ... (5 pages)View decision -
Decision Reference DRN-5669604
16 Jan 2026 Think Money Limited UpheldBanking and PaymentsDRN-5669604 The complaint Mr B is complaining that Think Money Limited hasn’t agreed to refund payments he says he didn’t make. What happened On 16 February 2024 Mr B received two calls from someone (who I’ll call the scammer) who said they were from Think Money. Over the course of the ... (4 pages)View decision -
Decision Reference DRN-5984285
16 Jan 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5984285 The complaint Mr K complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In March 2025, Mr K saw a car he was interested in buying advertised online. He contacted the sel... (3 pages)View decision -
Decision Reference DRN-5621700
16 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5621700 The complaint Mr B complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost when he was the victim of what he feels were scams. What happened Between June and November 2024, Mr B made a number of payments from his Halifax account to several di... (4 pages)View decision -
Decision Reference DRN-6036791
16 Jan 2026 U K Insurance Limited UpheldInsuranceDRN-6036791 The complaint Mr A complains U K Insurance Limited’s actions made him liable for adverse costs following a personal injury claim What happened Mr A was involved in a motor accident and claimed on his motor policy (which includes legal expenses cover) with UKI. In July 2018 U... (3 pages)View decision -
Decision Reference DRN-6077457
16 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-6077457 The complaint Mrs M complains that Barclays Bank UK PLC lent to her irresponsibly. What happened On 7 November 2019, Mrs M applied for – and was given – a loan from Barclays on the following terms: Date Amount Term Monthly repayment 7 November 2019 £10,600 60 months £208.29... (5 pages)View decision -
Decision Reference DRN-5964560
16 Jan 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5964560 The complaint The estate of Ms G has complained that Aviva Life & Pensions UK Limited (‘Aviva’) allowed the late Ms G’s life cover to lapse without any communication or paying any benefits. To put the matter right Aviva should pay out the benefit of the policy plus inter... (5 pages)View decision