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-5936193
7 Nov 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5936193 The complaint A limited company, which I’ll refer to as ‘P’, is unhappy that Barclays Bank Plc, trading as Barclaycard, closed its business credit card account because of non-payment. P’s complaint is brought to this service by its director, whom I’ll refer to as ‘Miss K’. ... (4 pages)View decision -
Decision Reference DRN-5623797
7 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5623797 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. For simplicity, I’ll refer to Mr S throughout this decision. What happened The backg... (3 pages)View decision -
Decision Reference DRN-5894774
7 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5894774 The complaint Mr K is unhappy with how Monzo Bank Ltd (Monzo) handled a refund claim he made to them. What happened Mr K used his Monzo debit card to hire a car abroad on 3 December 2024 from a hire car company I shall call ‘L’. However, he says he was subject to several cha... (4 pages)View decision -
Decision Reference DRN-5920063
7 Nov 2025 I Go 4 Ltd. Not upheldInsuranceDRN-5920063 The complaint Miss K complains that I Go 4 Ltd (“I Go 4”) didn’t set up her policy correctly, which meant she was driving without insurance on one of her cars. What happened Miss K searched for a car insurance policy online via a comparison site. She found I Go 4, which is a... (3 pages)View decision -
Decision Reference DRN-5704123
7 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5704123 The complaint Mr D complains that Bank of Scotland plc trading as Halifax recorded adverse information on his credit file in relation to his current account. What happened Mr D holds a current account with Halifax, with an arranged overdraft facility of £3,000. Interest on t... (3 pages)View decision -
Decision Reference DRN-5762637
7 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5762637 The complaint Mr K complains that Santander UK Plc (“Santander”), have failed to refund money that he says he lost as part of an investment scam. What happened Mr K came across a company via social media that purported to be an investment firm, but he says it was actually ... (2 pages)View decision -
Decision Reference DRN-5896019
7 Nov 2025 Arval UK Limited Not upheldConsumer CreditDRN-5896019 The complaint Miss C complains about charges she was asked to pay when she returned a car she had been financing through an agreement with Arval UK Limited (Arval). What happened Miss C took receipt of a new car in July 2021. The car was collected and inspected in May 2025 a... (3 pages)View decision -
Decision Reference DRN-5667958
7 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5667958 The complaint Mr D complains Barclays Bank UK Plc acted unfairly by not refunding a payment he made using his debit card. What happened In July 2024 Mr D booked a hotel stay and flights from an online travel company I’ll refer to as O, for himself and two family members. He ... (4 pages)View decision -
Decision Reference DRN-5721171
7 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5721171 The complaint Mr and Mrs B complain Ageas Insurance Limited (“Ageas”) unfairly applied an excess when they made a claim on their landlord property insurance policy. All references to Ageas include its agents. What happened In October 2023 Mr and Mrs B took out a landlord pro... (2 pages)View decision -
Decision Reference DRN-5936345
7 Nov 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5936345 The complaint Miss H complains about a car supplied under a hire purchase agreement, provided by RCI Financial Services Limited trading as Nissan Financial Services (‘RCI’). What happened Around December 2023 Miss H acquired a used car under a hire purchase agreement with R... (5 pages)View decision