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 4777 results
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Decision Reference DRN-3679947
26 Jan 2023 Interactive Investor Services Limited Not upheldInvestmentsDRN-3679947 The complaint Mr L is concerned about how Interactive Investor Services Limited (‘IISL’) meets its responsibilities under regulatory rules which require it to keep safe custody of clients’ money and assets. Mr L refers to these as ‘control issues’ and he complains that IISL fai... (4 pages)View decision -
Decision Reference DRN-5738128
6 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5738128 The complaint Ms P is unhappy with Santander UK Plc’s (Santander) response to her claim made under s.75 of the Consumer Credit Act 1974 (CCA). Ms W has been added as a representative on this complaint, but for ease of reading I’ll mostly refer to Ms P throughout. What happen... (5 pages)View decision -
Decision Reference DRN-3396222
1 Sep 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3396222 The complaint Mr and Mrs M complain that Lloyds Bank PLC are holding them responsible for two bank transfers that they did not make or otherwise authorise from their joint current account. Mr M has taken the lead on the complaint, so I will refer to his submissions throughout m... (5 pages)View decision -
Decision Reference DRN-3571049
14 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3571049 The complaint Mr C is unhappy Bank of Scotland plc trading as Halifax won’t refund money he was tricked into sending to a fraudster. What happened Mr C was contacted by someone claiming to represent an investment company after he’d left his contact details online. The first ema... (5 pages)View decision -
Decision Reference DRN-3267610
25 Feb 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3267610 The complaint Mr and Mrs T complain that Barclays Bank UK PLC (Barclays) has refunded only half of the amount they lost in an investment scam. What happened Mr and Mrs T have a joint personal account with Barclays. I’ll mainly refer in this decision to Mr T, as he was the one t... (5 pages)View decision -
Decision Reference DRN-5712332
24 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5712332 The complaint Mr J complained that Aviva Insurance Limited (“Aviva”) unfairly declined to cover his claim For the theft of money, watches, and jewellery from his car, under his home contents insurance policy. Mr J is represented by Ms M. But I’ll refer to Mr J in my decisio... (5 pages)View decision -
Decision Reference DRN-3291227
16 Feb 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3291227 The complaint Mrs C complains that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim she made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system she says was misrepresented to her by the supplier. Mrs C is represented by a... (7 pages)View decision -
Decision Reference DRN-3871628
22 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3871628 The complaint Mr O is unhappy that Monzo Bank Ltd has only decided to refund him 50% of his losses after he was the victim of an investment scam. What happened Mr O says a private investment trader was recommended to him by friend. He says he spoke to the trader over the phone ... (5 pages)View decision -
Decision Reference DRN-4793268
13 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4793268 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a commercial vehicle insurance policy. What happened The subject matter of the claim and the complaint is a van, first registered in 2019 with a “69” registration plate. Mr C’s compa... (6 pages)View decision -
Decision Reference DRN-5829668
12 Jan 2026 One Call Insurance Services Limited Not upheldInsuranceDRN-5829668 The complaint Mrs H and Mr H complain that One Call Insurance Services Limited (One Call) cancelled their motor insurance after Mrs H accidentally cancelled the direct debit. References to One Call include other people and organisations acting on its behalf. What happened Mr... (6 pages)View decision