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-5130916
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5130916 The complaint Mr K is complaining that Monzo Bank Ltd (Monzo) didn’t do enough to prevent him from making payments to an investment 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... (4 pages)View decision -
Decision Reference DRN-5942180
13 Nov 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5942180 The complaint Mr D and Ms M complain ARAG Legal Expenses Insurance Limited (“ARAG”) handled their request for information unfairly when dealing with their legal expenses insurance (LEI) claim. Any reference to ARAG includes the actions of its agents. As Ms M is leading on t... (2 pages)View decision -
Decision Reference DRN-5949196
13 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5949196 The complaint Miss B complains that Lloyds Bank PLC hasn’t explained why she wasn’t able to make certain contactless payments with her debit card. What happened Miss B made two contactless payments on board a plane in August 2025. Both payments went through at the time. Thou... (2 pages)View decision -
Decision Reference DRN-5949221
13 Nov 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5949221 The complaint Mrs H complains that Westerby Trustee Services Limited trading as Westerby The Pension Specialist (Westerby) delayed the transfer of her Self-Invested Personal Pension Plan (SIPP) causing inconvenience and possibly financial losses. She wants compensation for t... (7 pages)View decision -
Decision Reference DRN-5940802
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5940802 The complaint Miss S has complained that Barclays Bank UK PLC (“Barclays”) mis-sold her a Travel Pack. Miss S says that when she applied for the Travel Pack, Barclays confirmed that her vehicle is covered by the breakdown cover included with the Pack. But when Miss S went to... (3 pages)View decision -
Decision Reference DRN-5949154
13 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5949154 The complaint Mr C has complained about the way his motor insurer, Advantage Insurance Company Limited cancelled unfairly and the matter passed on to debt collectors which has caused him a lot of distress. What happened I issued a provisional decision regarding this complain... (6 pages)View decision -
Decision Reference DRN-5861399
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5861399 The complaint Mr and Mrs I complain about the actions of Santander UK Plc after they fell victim to a scam. What happened The background to this complaint is familiar to the parties, so I’ll simply summarise it here. On 4 October 2024 Mr I received a call from someone purpor... (5 pages)View decision -
Decision Reference DRN-5617800
13 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5617800 The complaint Mrs M complains Barclays Bank UK PLC trading as Tesco Bank won’t refund two transactions made from her credit card account which she says she didn’t make or authorise. Mrs M is represented by Mr M. What happened Mrs M holds a credit card account with Tesco Ba... (3 pages)View decision -
Decision Reference DRN-5852668
13 Nov 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5852668 The complaint Mr M complains that Madison CF UK Limited trading as 118 118 Money (Madison) failed to give him adequate information at the start of his loan about how early settlements would be calculated. What happened Mr M took a loan with Madison on 29 January 2019. The lo... (2 pages)View decision -
Decision Reference DRN-5130919
13 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5130919 The complaint Mr K is complaining that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t do enough to prevent him from making payments to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only... (4 pages)View decision