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 381196 results
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Decision Reference DRN-5594462
1 Sep 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5594462 The complaint Mr J and his representative complain Acromas Insurance Company Limited (Acromas) unfairly settled his claim on his motor insurance policy after his car was stolen. He also complains about the service received and the time taken to progress his claim. Acromas a... (3 pages)View decision -
Decision Reference DRN-5780932
1 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5780932 The complaint Miss R complains Barclays Bank UK PLC trading as Barclaycard (“Barclays”) irresponsibly lent a credit card to her and increased the limit when it was unaffordable. Miss R is represented by a third-party, but for ease of reference I’ll mostly refer to Miss R th... (4 pages)View decision -
Decision Reference DRN-5515346
1 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5515346 The complaint Mr O complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. In bringing his complaint to this service Mr O is represented, but for ease of reading I will refer to Mr O through... (5 pages)View decision -
Decision Reference DRN-5747126
1 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5747126 The complaint Mr R complained about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) when it declined payments he wanted to make and blocked his account access until he completed further security checks. What happened In February 2025, whe... (3 pages)View decision -
Decision Reference DRN-5728995
1 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5728995 The complaint E complains about British Gas Insurance Limited (“BGI”) and their handling of the claim it made on it’s Multi Premises insurance policy. E’s claim has been brought to our service by its director, Mr S. For ease of reference, I will refer to any comments made, o... (4 pages)View decision -
Decision Reference DRN-5334469
1 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5334469 The complaint A company which I’ll call ‘T’ complains Lloyds Bank PLC (Lloyds) subjected it to delays and unnecessary costs when T restructured its existing lending facilities. E has been represented in this complaint by one of its directors, Dr H. What happened The backgr... (3 pages)View decision -
Decision Reference DRN-5625690
1 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5625690 The complaint Mr C complains that Starling Bank Limited refused to help him with problems he faced in accessing and managing his account and would not make adjustments that he required. What happened Mr C called Starling for help, following surgery, as he found communicatin... (3 pages)View decision -
Decision Reference DRN-5757824
1 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5757824 The complaint Mr B complains about a decision by Volkswagen Financial Services (UK) Limited (‘VWFS’), trading as Volkswagen Financial Services, to decline his refinancing application. What happened The detailed background to this complaint is well known to both parties. So, ... (2 pages)View decision -
Decision Reference DRN-5786726
1 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5786726 The complaint Mr G complains that Revolut Ltd closed his account and then retained funds held in it. What happened Mr G held an account with Revolut. Linked to that account, he also held an account with P, a fintech investment business. As well as day to day spending, Mr G a... (3 pages)View decision -
Decision Reference DRN-5584433
1 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5584433 The complaint Mr W complains National Westminster Bank Plc (NatWest) failed to conduct sufficient financial checks before it approved a credit card account for him. What happened Mr W says NatWest approved a credit card account for him in December 2021 with a credit limit of... (3 pages)View decision
