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-5946235
5 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5946235 The complaint Mr B has complained National Westminster Bank Public Limited Company, trading as Sainsbury’s Bank, won’t refund him for two transactions he didn’t authorise. What happened In early April Mr B was overseas with friends. After a night out, involving drinking and ... (3 pages)View decision -
Decision Reference DRN-5256066
5 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5256066 The complaint Mrs H complains that Nationwide Building Society (“NBS”) failed to refund transactions she didn’t recognise. What happened Mrs H first noticed an issue with her account in October 2023. She reported that it had significantly less cash in it than she expected a... (5 pages)View decision -
Decision Reference DRN-5720028
5 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5720028 The complaint Mr K complains that PayPal UK Ltd (“PayPal”) allowed a third party to recoup funds that he previously received from them. What happened The detailed background to this complaint is well known to the parties, so I won’t repeat them again here. Instead, I’ll pro... (2 pages)View decision -
Decision Reference DRN-5910093
5 Jan 2026 True Potential Wealth Management LLP Not upheldPensions and AnnuitiesDRN-5910093 The complaint Miss E feels she has received unsuitable advice from True Potential Wealth Management LLP (TPWM) to transfer pension funds to its management and that information regarding her pension arrangements, notably past performance, has been withheld from her. Miss E h... (12 pages)View decision -
Decision Reference DRN-6053573
5 Jan 2026 OneSavings Bank Plc Not upheldMortgagesDRN-6053573 The complaint Mrs K complained about how OneSavings Bank Plc trading as Kent Reliance has managed her mortgage. She said she had kept in touch with Kent, but didn’t think it had done enough to support her. She felt her mortgage should have been extended, or already paid off.... (6 pages)View decision -
Decision Reference DRN-5700734
5 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5700734 The complaint Mr O complains Monzo Bank Ltd recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened Mr O opened an account with Monzo in February 2025. The following month he received a payment of £300 from a third party, t... (3 pages)View decision -
Decision Reference DRN-5928682
5 Jan 2026 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5928682 The complaint Mr S complains Alwyn Insurance Company Limited (Alwyn) haven’t paid enough for his car when it was stolen and he claimed on his car insurance policy. Mr S’s policy is administered by a third-party company on Alwyn’s behalf and all of Mr S’s correspondence has ... (2 pages)View decision -
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