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-5959291
3 Dec 2025 Arch Insurance (UK) Limited Not upheldInsuranceDRN-5959291 The complaint Mr M complains because Arch Insurance (UK) Limited hasn’t paid a claim under his income protection insurance policy. All references to Arch include the agents appointed to administer claims on its behalf. What happened Mr M holds an income protection insurance ... (2 pages)View decision -
Decision Reference DRN-5923989
3 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5923989 The complaint O complains that HSBC UK Bank Plc will not reimburse funds lost to a scam. Mrs T is the director of O and brings this complaint on behalf of the business, for ease I have mostly referred to Mrs T in this decision. What happened Mrs T was contacted by someone cl... (2 pages)View decision -
Decision Reference DRN-5991735
3 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5991735 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974... (7 pages)View decision -
Decision Reference DRN-5993445
3 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5993445 The complaint Mr A has complained that Barclays Bank UK PLC (“Barclays”) mis-sold him fee-paying packaged bank accounts. He says that he never used the benefits and the packaged accounts were unsuitable for his circumstances. Mr A also says that he recently received a letter... (3 pages)View decision -
Decision Reference DRN-5775543
3 Dec 2025 Inclusive Finance Limited Not upheldConsumer CreditDRN-5775543 The complaint Miss F says Inclusive Finance Limited, trading as Creditspring, irresponsibly lent to her. What happened Miss F entered into three credit agreements with Creditspring. They worked on a membership basis, so each month Miss F paid a fee which gave her access to a... (3 pages)View decision -
Decision Reference DRN-5898271
3 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5898271 The complaint Mr S complains about the actions of Revolut Ltd when he lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Around the summer of 20... (3 pages)View decision -
Decision Reference DRN-5817921
3 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5817921 The complaint Mr C complains about the level of service provided by Aviva Insurance Limited after incepting a boiler insurance policy. While Aviva are the underwriters of the policy, HomeServe administer it. Therefore, for ease of reading, I’ve referred to HomeServe througho... (2 pages)View decision -
Decision Reference DRN-5697259
3 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5697259 The complaint Miss A has complained about the way National Westminster Bank Public Limited Company (NatWest) dealt with a claim for money back in relation to a purchase she’d made using her debit card. What happened The circumstances of the complaint are well known so I won... (4 pages)View decision -
Decision Reference DRN-5952531
3 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5952531 The complaint A company, which I’ll refer to as C, complains that Monzo Bank Ltd won’t refund money which C believes was lost to an Authorised Push Payment (“APP”) scam. Mrs D, who is a director of C, brings the complaint on C’s behalf. What happened The background to this... (4 pages)View decision -
Decision Reference DRN-5649957
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5649957 The complaint Mr S complains about the actions of NewDay Ltd trading as Fluid Credit Card when he lost money to what he says was a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of ... (2 pages)View decision