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-6010055
31 Dec 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6010055 The complaint Mrs B complains that American Express Services Europe Limited (AESEL) did not properly pursue her chargeback request and rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In November 2024 Mrs B purchased a bag online at a cost... (3 pages)View decision -
Decision Reference DRN-5827354
31 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5827354 The complaint Ms K has complained Monzo Bank Ltd lodged a fraud-related marker on the industry database CIFAS in her name. What happened In May 2024, Monzo received a fraud report from another bank about two payments made into Ms K’s account. These payments were for £1,000 ... (3 pages)View decision -
Decision Reference DRN-5944687
31 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5944687 The complaint Mr H complains that PayPal UK Ltd failed to properly address his claim for a refund and closed his account. What happened In April 2025 Mr H made a purchase from a retailer of an item costing £299 using his PayPal account. The item was to be delivered and Mr H ... (2 pages)View decision -
Decision Reference DRN-6021524
31 Dec 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-6021524 The complaint Mr B complains Zurich Assurance Ltd (“Zurich”) was wrong to decline to consider a critical illness claim he made on a policy whose cover Zurich lapsed after a premium went unpaid. Mr B’s complaint includes that he didn’t receive notification of the missed premi... (4 pages)View decision -
Decision Reference DRN-5824599
31 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5824599 The complaint X complains that National Westminster Bank Public Limited closed his account without notice and lodged a fraud-related marker on the industry database CIFAS in his name. What happened X had a current account with NatWest. In May 2025, NatWest decided to revie... (3 pages)View decision -
Decision Reference DRN-5989602
31 Dec 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5989602 The complaint Mr G complains Starling Bank Limited (“Starling”) declined his application for an Easy Saver Account without an explanation of why he failed its eligibility criteria. What happened The details of this complaint are well known by both parties, so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-6040429
31 Dec 2025 V12 Retail Finance Limited Not upheldConsumer CreditDRN-6040429 The complaint Ms B complains about the way V12 Retail Finance Limited (‘V12’) handled her claim for a refund. What happened In March 2024, Ms B purchased a bathroom from a business I’ll refer to as T with funds (£1,759.24) provided under a fixed sum loan agreement (the ‘agre... (2 pages)View decision -
Decision Reference DRN-5929498
31 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5929498 The complaint Mr G is a sole trader. He complains about Santander UK Plc’s decision to migrate his business account (the Account) from one that for many years operated on a free from fees basis to an account for which the bank proposed charging a monthly fee. I should menti... (4 pages)View decision -
Decision Reference DRN-5847044
30 Dec 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5847044 The complaint Mr A has complained about the way Inter Partner Assistance SA (“IPA”) handled a claim he made under his Home Emergency policy. What happened On 7 November 2024 Mr A contacted IPA due to a problem with the hot water and central heating at his property. The next ... (3 pages)View decision -
Decision Reference DRN-5762212
30 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5762212 The complaint Mr and Mrs V complain that Barclays Bank UK PLC won’t reimburse money they lost to fraud. Mrs V is the principal complainant here, so for ease of reading I have only referred to her throughout my decision. What happened As the circumstances of this complaint ar... (3 pages)View decision