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-5967633
21 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5967633 The complaint Miss M complains that Barclays Bank UK PLC loaded a negative fraud marker against her. She’d like compensation for the impact caused. What happened Miss M had an account with Barclays. Miss M received a payment of £2,000 into her account. On the money arriving ... (4 pages)View decision -
Decision Reference DRN-5780331
21 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5780331 The complaint Ms L complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Ms L has previously been represented by a third party. To keep things simple, I will refer to Ms L throughout my decision. What happened The backgro... (4 pages)View decision -
Decision Reference DRN-5779387
21 Nov 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5779387 The complaint Ms L complains that THE CO-OPERATIVE BANK P.L.C. (The Co-op) is refusing to refund her the amount she lost as the result of a scam. Ms L has previously been represented by a third party. To keep things simple, I will refer to Ms L throughout my decision. What h... (4 pages)View decision -
Decision Reference DRN-5926203
21 Nov 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5926203 The complaint Mr B complains that Tesco Underwriting Limited unfairly refused a claim on his motor insurance policy. In bringing this complaint Mr B’s been represented by a family member. But for simplicity I'll refer to her comments as being Mr B’s. What happened Mr B ... (2 pages)View decision -
Decision Reference DRN-5927935
21 Nov 2025 Arch Insurance (UK) Limited Not upheldInsuranceDRN-5927935 The complaint Mr T complains Arch Insurance (UK) Limited (Arch) has declined the claim he made under his income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr T purchased an ... (3 pages)View decision -
Decision Reference DRN-5926186
21 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5926186 The complaint Miss B is unhappy TSB Bank plc blocked her debit card after unauthorised transactions occurred on her account. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Miss B is unhappy that fol... (2 pages)View decision -
Decision Reference DRN-5967583
21 Nov 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5967583 The complaint Mr L complained that INTACT INSURANCE UK LIMITED (“INTACT”) unfairly declined his claim for damage when a retaining wall at his property collapsed. INTACT were providing a home insurance policy. What happened Mr L made a claim when a retaining wall at his prope... (4 pages)View decision -
Decision Reference DRN-5338739
21 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5338739 The complaint Mr H complains that Nationwide Building Society unfairly closed his accounts. To resolve his complaint, he would like Nationwide to reverse its decision and apologise. What happened Mr H has lived outside the UK for many years, but retained his accounts with N... (3 pages)View decision -
Decision Reference DRN-5807235
21 Nov 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5807235 The complaint Mr D complains that 118 118 Money lent irresponsibly when it approved his credit card application and later increased the credit limit. Mr D also complains that 118 118 Money failed to recognise his vulnerabilities and that it treated him unfairly when he strug... (4 pages)View decision -
Decision Reference DRN-5898231
21 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5898231 The complaint Mr D complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background of this ... (3 pages)View decision