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-5694394
4 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5694394 The complaint Miss B is unhappy that Barclays Bank UK PLC (‘Barclays’) has decided not to refund the money she lost, to what she believed was an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties. So, I won’t r... (5 pages)View decision -
Decision Reference DRN-5939209
4 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5939209 The complaint Mr and Mrs P complain that Aviva Insurance Limited declined their travel insurance claim. My references to Aviva include its claim handling agent. As Mr P has taken the lead on the complaint I’ll refer to Mr P to include both complainants unless the facts req... (3 pages)View decision -
Decision Reference DRN-5225748
4 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5225748 The complaint Mrs J complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to thi... (3 pages)View decision -
Decision Reference DRN-5759300
4 Dec 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5759300 The complaint Mr M has complained that Jaja Finance Ltd (Jaja) were irresponsible in opening a Credit Card account and subsequently increasing the credit limit. What happened Jaja provided Mr M with a credit card in November 2023 with a limit of £1,000. This limit was increa... (3 pages)View decision -
Decision Reference DRN-5980063
4 Dec 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5980063 The complaint Mr D complains TSB Bank Plc wouldn’t allow him to open an account over the phone and that it provided poor customer service. What happened Mr D has told us that he is blind and has other disabilities that mean he’s also housebound. He doesn’t have a computer or... (3 pages)View decision -
Decision Reference DRN-5932539
4 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5932539 The complaint Mr P complains about Barclays Bank UK PLC. Barclays blocked Mr P’s account following a telephone call with him. This caused distress and inconvenience to Mr P. What happened Mr P called Barclays to ask about the limit for contactless payments. Barclays told Mr ... (3 pages)View decision -
Decision Reference DRN-5960735
4 Dec 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5960735 The complaint Mr W complains about HDI Global Specialty SE ”HDI”’s handling of his building warranty claim. All references to HDI also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore include a full timel... (2 pages)View decision -
Decision Reference DRN-5626091
4 Dec 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5626091 Complaint Mr G has complained about a personal loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says that it ought to have known the loan was unaffordable and so shouldn’t have provided it to him. Background 118 118 Money provided Mr G with a loan... (3 pages)View decision -
Decision Reference DRN-5914032
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5914032 The complaint Miss B complains on behalf of her limited company, which I will call T. Briefly, she considers that NATIONAL WESTMINSTER BANK PLC did not give T sufficient support during a period of financial difficulty. I give more details of Miss B’s concerns below. What h... (5 pages)View decision -
Decision Reference DRN-5918292
4 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5918292 The complaint Miss M is unhappy Nationwide Building Society won’t reimburse her for the money she lost when she fell victim to a scam. What happened Miss M worked for a business I will call B. In 2021 she and her partner became aware of an investment in a scheme with a comp... (4 pages)View decision