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 381082 results
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Decision Reference DRN-5751555
3 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5751555 The complaint Mr K complains about the actions taken by Santander UK Plc when it blocked a payment he wanted to make and misdescribed his neurodiversity as a mental health condition. What happened In May 2025, Mr K requested Santander to remove a block he’d previously asked... (5 pages)View decision -
Decision Reference DRN-5516050
3 Sep 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5516050 The complaint Mr J is unhappy that AXA PPP Healthcare Limited stopped covering a claim made on his private health insurance policy for a shoulder injury. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focu... (2 pages)View decision -
Decision Reference DRN-5764648
3 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5764648 The complaint Mr A complains that Revolut Ltd unfairly closed his account and recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened In June 2023, after receiving an unexpected payment of £1,000, Revolut closed Mr A’s account and rec... (3 pages)View decision -
Decision Reference DRN-5795309
3 Sep 2025 Gracombex Ltd Not upheldConsumer CreditDRN-5795309 The complaint Mr D’s complaint is that Gracombex Ltd trading as The Money Platform (TMP) irresponsibly arranged three unaffordable loans for him. Mr D is represented by a professional representative, but for ease I’ve referred to all submissions as though they are his own. ... (4 pages)View decision -
Decision Reference DRN-5763032
3 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5763032 The complaint Mr H complains that Clydesdale Bank Plc rejected a payment into his account and that it did not tell him that it had done so. The bank trades in this case under its Virgin Money brand. What happened Mr H had an account with an online gambling business, which I’... (2 pages)View decision -
Decision Reference DRN-5651856
3 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5651856 The complaint P is unhappy that Wise Payments Limited won’t refund payments they made because of an advance fee scam. What happened A limited company that I will refer to as “P” said it was a victim of an advance fee scam which involved two payments they made in September 2... (4 pages)View decision -
Decision Reference DRN-5762320
3 Sep 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5762320 The complaint Mr C complains that Sainsbury’s Bank Plc hasn’t refunded a payment he made. What happened In March 2023, Mr C entered into a contract with a builder (who I’ll refer to as “B”) to construct an extension to his property. The contract for the work was agreed at a ... (2 pages)View decision -
Decision Reference DRN-5632089
3 Sep 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5632089 The complaint Mr S complains that a car he acquired through a hire purchase agreement financed by Zopa Bank Limited (‘Zopa Bank’) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise ... (3 pages)View decision -
Decision Reference DRN-5728929
3 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5728929 The complaint Miss T complains Aviva Insurance Limited (Aviva) unfairly settled her claim on her motor insurance policy after her car was classed as a total loss. What happened Miss T made a claim on her motor insurance policy after her car was damaged in an incident with a ... (3 pages)View decision -
Decision Reference DRN-5785114
3 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5785114 The complaint Mr and Mrs M complain that Nationwide Building Society closed their accounts. What happened Mr and Mrs M held two accounts with Nationwide. In September 2024, Mrs M paid a cheque for £10,000 into the current account. But the payer’s bank returned the cheque unp... (3 pages)View decision
