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-5634288
8 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5634288 THE COMPLAINT Mrs M complains that Lloyds Bank PLC (“Lloyds Bank”) will not reimburse her money she says she lost when she fell victim to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here i... (3 pages)View decision -
Decision Reference DRN-6000520
8 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6000520 The complaint Mr O complains that PayPal UK Ltd (‘PP’) defaulted his credit account. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum formality. M... (3 pages)View decision -
Decision Reference DRN-6060700
8 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6060700 The complaint Mrs B and Mr S complain about problems they encountered and fees they were charged by Nationwide Building Society for transactions in a foreign currency. What happened Mrs B and Mr S had difficulty making a number of payments abroad from their Nationwide FlexPl... (3 pages)View decision -
Decision Reference DRN-6026958
8 Jan 2026 Motors Insurance Company Limited UpheldInsuranceDRN-6026958 The complaint T, a limited company, complains Motors Insurance Company Limited (MICL) unfairly declined a claim it made on its commercial vehicle warranty. What happened T owns a vehicle which benefits from an extended warranty, underwritten by MICL. T says the vehicle brok... (3 pages)View decision -
Decision Reference DRN-5939376
8 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5939376 The complaint Miss P complained that The Royal Bank of Scotland Plc (RBS) failed in its duty to protect her by allowing her to spend significant amounts on gambling. What happened Miss P told RBS in March 2025 that she was struggling with gambling. The call handler referred... (2 pages)View decision -
Decision Reference DRN-5953979
8 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5953979 The complaint Miss Y is unhappy that Aviva Insurance Limited declined a claim made under a travel insurance policy she benefitted from (‘the policy’). Miss Y is being represented in this complaint but, for ease, I’ve referred to her throughout. What happened Miss Y was one... (2 pages)View decision -
Decision Reference DRN-5836047
8 Jan 2026 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5836047 The complaint Mr N and Mr W’s complaint is about a claim they made on their ARAG Legal Expenses Insurance Company Limited (‘ARAG’) landlord’s legal protection policy, which was declined. Mr N and Mr W say ARAG treated them unfairly. What happened The details of this complain... (3 pages)View decision -
Decision Reference DRN-5802020
8 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5802020 The complaint Mr H is complaining about the way National Westminster Bank Public Limited Company (NatWest) calculated the redress due in respect of a previous complaint. What happened In 2018, NatWest approved a loan to Mr H to refinance some of his existing debt. In 2023, M... (3 pages)View decision -
Decision Reference DRN-6064582
8 Jan 2026 Specialist Motor Finance Limited UpheldConsumer CreditDRN-6064582 The complaint X complains that a car acquired under a hire purchase agreement with Specialist Motor Finance Limited (“SMF”) wasn’t of satisfactory quality when it was supplied to them. What happened Both parties are familiar with the background of this complaint so I will o... (3 pages)View decision -
Decision Reference DRN-5931353
8 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5931353 The complaint Mr C is unhappy that Aviva Insurance Limited declined a claim made under a travel insurance policy he had the benefit of (‘the policy’). Mr C is being represented in this complaint but, for ease, I’ve referred to him throughout. What happened Mr C was one of ... (2 pages)View decision