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-5493343
13 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5493343 The complaint Mr and Mrs B complain they fell victim to a scam and say Bank of Scotland plc trading as Halifax (‘Halifax’), should reimburse the money they’ve lost. Mr and Mrs B bring their complaint with the assistance of a professional representative. I also note the paym... (4 pages)View decision -
Decision Reference DRN-5819192
13 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5819192 The complaint Mr A has complained that American Express Services Europe Limited “AmEx” did not deal fairly with his request for help when seeking a refund from a merchant. What happened The circumstances leading up to this claim aren’t disputed so I’ve only briefly set them... (5 pages)View decision -
Decision Reference DRN-5947865
13 Nov 2025 TrustUk Payments Ltd UpheldBanking and PaymentsDRN-5947865 The complaint A limited company, which I’ll refer to as O, complains that TrustUK Payments Ltd has charged it excessive fees for merchant acquiring services. What happened In December 2021, O entered into an agreement with TrustUK for TrustUK to process O’s payment card tran... (4 pages)View decision -
Decision Reference DRN-5948856
13 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5948856 The complaint Mr O is unhappy with the service provided by AXA Insurance UK Plc (AXA) following a claim for damage caused by escape of water made on his home insurance policy. AXA is the underwriter of this policy. Part of this complaint concerns the actions of third partie... (6 pages)View decision -
Decision Reference DRN-5634562
13 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5634562 The complaint Mr S complains that Nationwide Building Society won’t refund the money he lost when he sent payments to an investment that he now believes to have been fraudulent. What happened The background to this complaint is well known to both parties, so I won’t repeat i... (5 pages)View decision -
Decision Reference DRN-5431245
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5431245 The complaint Mr O complains that Monzo Bank Ltd unfairly loaded a marker about him at Cifas, the national fraud database and closed his account. To put things right he wants Monzo to remove the marker. What happened Mr O had an account with Monzo. Mr O has explained that ... (4 pages)View decision -
Decision Reference DRN-5947766
13 Nov 2025 Ferrari Financial Services GmbH Not upheldConsumer CreditDRN-5947766 The complaint Mr C complains about the quality of a car he was supplied by Ferrari Financial Services GmbH (“Ferrari”). What happened Mr C was supplied with a used car through a hire purchase agreement with Ferrari in March 2024. The car was around nine years old when suppli... (4 pages)View decision -
Decision Reference DRN-5947039
13 Nov 2025 Vitality Health Limited Not upheldInsuranceDRN-5947039 The complaint Mr C and Mr W complain because Vitality Health Limited hasn’t paid the full amount of a claim under their private medical insurance policy. What happened Mr C and Mr W were insured under a private medical insurance policy. Vitality authorised medical treatment ... (2 pages)View decision -
Decision Reference DRN-5793525
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5793525 The complaint Mr R complains Barclays Bank UK PLC unfairly restricted his account and then closed it without providing a clear explanation. What happened In early October 2024 Mr R received funds from Student Loan England. Barclays restricted the account when Mr R received ... (3 pages)View decision -
Decision Reference DRN-5778171
13 Nov 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5778171 The complaint Mr R complained about the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) dealt with a claim for money for goods and services that he bought using a fixed sum loan agreement. What happened The events surrounding this complai... (5 pages)View decision