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-5956727
4 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5956727 The complaint Mr C complains that The Royal Bank of Scotland Plc unfairly removed account facilities from him during a period of financial difficulty – itself caused by medical incapacity. What happened In 2022 Mr C suffered a serious injury. It affected his ability to work ... (2 pages)View decision -
Decision Reference DRN-5937856
4 Dec 2025 Aviva Insurance Limited UpheldInsuranceDRN-5937856 The complaint Mr C complains that Aviva Insurance Limited (“Aviva”) voided (cancelled from the beginning) his policy and wouldn’t pay his claim when it said he’d misrepresented modifications to his car when applying for car insurance. What happened Mr C had a car insurance p... (4 pages)View decision -
Decision Reference DRN-5389304
4 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5389304 The complaint Mrs L complains Revolut Ltd won’t refund transactions made from her account which she says she didn’t make or authorise. What happened In May 2024, Mrs L reported two transactions, totalling about £325, made from her Revolut account as fraudulent. Revolut loo... (3 pages)View decision -
Decision Reference DRN-5840357
4 Dec 2025 M & G Securities Limited Not upheldInvestmentsDRN-5840357 The complaint Mrs W complains about a transfer she requested with a stocks and shares individual savings account (ISA) she held with M&G Securities Limited (trading as M&G). She asked a third party to transfer one of her funds to it from her M&G account, but inst... (3 pages)View decision -
Decision Reference DRN-5955694
4 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5955694 The complaint Miss T complained that Bank of Scotland plc trading as Halifax, should pay additional compensation to reflect the stress and worry she experienced when her bank card was blocked while she was on holiday abroad. What happened Halifax’s automated anti-fraud syste... (3 pages)View decision -
Decision Reference DRN-5834767
4 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5834767 The complaint Mr G complains about the settlement that Advantage Insurance Company Limited offered him following the total loss of his car after it had made a deduction for a total loss marker. He wants it to pay him a fair settlement and compensation. What happened Mr G’s ... (3 pages)View decision -
Decision Reference DRN-5886555
4 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5886555 The complaint Mr S complains that Barclays Bank UK PLC declined his request for an overdraft facility. What happened Mr S contacted Barclays in 2025 to say that he hadn’t received any offers to add an overdraft facility onto his existing personal current account and request... (2 pages)View decision -
Decision Reference DRN-5851402
4 Dec 2025 Principality Building Society UpheldBanking and PaymentsDRN-5851402 The complaint Mr S complains about the service provided by Principality Building Society in relation to the maturity of a regular saver bond account. Mr S has a representative in this complaint, however for ease I’ll refer to Mr S only. What happened Mr S had a saver bond a... (5 pages)View decision -
Decision Reference DRN-5979007
4 Dec 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5979007 The complaint Mr C complains about how Assurant General Insurance Limited has handled a claim under his mobile phone insurance policy. What happened Mr C holds a mobile phone insurance policy as a benefit of his bank account. The policy is provided by Assurant. Mr C made a... (3 pages)View decision -
Decision Reference DRN-5996454
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5996454 The complaint Mr N and Ms L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (12 pages)View decision