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-5973592
12 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5973592 The complaint Mr H complains Revolut Ltd didn’t do enough to help get a refund for transactions made via his debit card. What happened At the end of 2024, Mr H asked Revolut for help in getting refunds for a number of transactions charged to his debit card between October a... (4 pages)View decision -
Decision Reference DRN-5910764
12 Dec 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5910764 The complaint Mr C, represented by a claims management company (CMC), has complained about investment advice he received from St. James's Place Wealth Management Plc (“SJP”) and, further, its failure to provide the ongoing advice service for which he was charged. What h... (4 pages)View decision -
Decision Reference DRN-5907229
12 Dec 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5907229 The complaint Mr D is unhappy with what Alwyn Insurance Company Limited did after he made a claim on his landlord legal protection insurance policy. What happened Mr D sought assistance from his policy with a repossession claim. The claim was initially considered by panel so... (4 pages)View decision -
Decision Reference DRN-5756370
12 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5756370 The complaint Ms L complains Bank of Scotland plc trading as Halifax removed online access to view her credit card accounts. What happened Ms L held two credit cards with Halifax. In March, then December 2023, Halifax made the decision to withdraw one then the second of Ms ... (3 pages)View decision -
Decision Reference DRN-5742293
12 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5742293 The complaint Mr and Mrs W complain INTACT INSURANCE UK LIMITED has unfairly declined a claim they’ve made on their pet insurance policy following treatment for their dog. What happened Mr W has brought this complaint on behalf of himself and Mrs W, so I’ll refer to him thro... (4 pages)View decision -
Decision Reference DRN-5860890
12 Dec 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5860890 The complaint Mr A complains that Tesco Personal Finance Limited hasn’t fairly assessed a claim he made under Section 75 of the Consumer Credit Act in relation to some transactions he made on his credit card account. What happened Mr A says he used his Tesco credit card as ... (4 pages)View decision -
Decision Reference DRN-5805716
12 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5805716 The complaint Mr E complains (‘Santander’), hasn’t reimbursed him following an Authorised Push Payment (‘APP’) investment scam he fell victim to. He says Santander should reimburse him for the money he lost. Mr E has brought the complaint with the assistance of a profession... (8 pages)View decision -
Decision Reference DRN-5938864
12 Dec 2025 CARNWYLLON WEALTH MANAGEMENT LIMITED UpheldInvestmentsDRN-5938864 The complaint The estate of Mrs M, represented by a claims management company (CMC), complains that Mrs M was provided with unsuitable investment advice by Carnwyllon Wealth Management Limited and, further, it failed to provide an ongoing advice service as agreed and for whi... (7 pages)View decision -
Decision Reference DRN-5801505
12 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5801505 The complaint Mr S complains National Westminster Bank Public Limited Company (“NatWest”) hasn’t treated him fairly in relation to two overdraft accounts. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In s... (3 pages)View decision -
Decision Reference DRN-6018937
12 Dec 2025 BUPA Insurance Limited Not upheldInsuranceDRN-6018937 The complaint Miss C complains that BUPA Insurance Limited declined to continue to cover a claim under her private medical insurance policy. She also complained about the service she had received. What happened The background to this complaint is well known to the parties, s... (3 pages)View decision