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 391431 results
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Decision Reference DRN-5922768
5 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5922768 The complaint Mr F complains about the poor service he received from staff of HSBC UK Bank Plc when he visited a branch of theirs. What happened In April 2025 after Mr F had issues with telephone banking, it was agreed he would visit an HSBC branch in an effort to resolve t... (2 pages)View decision -
Decision Reference DRN-5982103
5 Jan 2026 Vitality Health Limited Not upheldInsuranceDRN-5982103 The complaint Mrs R complains that Vitality Health Limited has turned down a claim she made on a group private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the ma... (3 pages)View decision -
Decision Reference DRN-5693866
5 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5693866 The complaint Miss S complains that Barclays Bank UK PLC won’t reimburse her after she sent funds to an individual that she now considers to have been conducting a romance scam. What happened The circumstances of this complaint have been set out in some detail already by our... (3 pages)View decision -
Decision Reference DRN-6030930
5 Jan 2026 Aviva Insurance Limited UpheldInsuranceDRN-6030930 The complaint Mr S complains because Aviva Insurance Limited (‘Aviva’) hasn’t paid an outstanding bill following a claim under his travel insurance policy. All references to Aviva include the agents appointed to handle claims and complaints on its behalf. What happened Mr S ... (7 pages)View decision -
Decision Reference DRN-5913292
5 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5913292 The complaint Mr R has complained about how Santander UK Plc has reported his overdraft facility to credit reference agencies. In particular, he feels it was unfair for it to report a default, as he had a repayment plan in place. What happened Mr R had an arrangement in plac... (2 pages)View decision -
Decision Reference DRN-5751042
5 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5751042 The complaint Mrs B complains about the price charged by Aviva Insurance Limited (“Aviva”) to renew her home insurance policy. Mrs B’s complaint has been brought by a representative on her behalf – who I’ll refer to as Mrs W. What happened Mrs B paid £299 for her home insu... (4 pages)View decision -
Decision Reference DRN-6054093
5 Jan 2026 Wirex Limited UpheldBanking and PaymentsDRN-6054093 The complaint Mr M complained about a promotional campaign offered on his Wirex Limited account. He said he was eligible for a full payment under the campaign but had only been paid £30. What happened Mr M says he signed up for a Wirex account on 9 May 2025 to participate in... (3 pages)View decision -
Decision Reference DRN-5813705
5 Jan 2026 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-5813705 The complaint Mr S has complained about how Hutchison 3G UK Limited, trading as Three (Three) handled his request to amend his payment date and the impact this had on him, including the termination of his agreement. What happened In mid-September 2024, Mr S entered into a F... (4 pages)View decision -
Decision Reference DRN-5778011
5 Jan 2026 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5778011 The complaint Mr B has complained Prepay Technologies Ltd, trading as Monese, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr B opened an account with Monese on 15 March 2025. He used this to transfer funds between this acco... (3 pages)View decision -
Decision Reference DRN-6026267
5 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6026267 The complaint Mr M complains that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost to an investment scam. What happened Mr M says that an individual calling himself Mr S (“the scammer”), contacted him to present a detailed plan to invest in a propert... (5 pages)View decision