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 400694 results
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Decision Reference DRN-6263886
8 Apr 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-6263886 The complaint Miss K complains about the quality of a car supplied by Oodle Financial Services Limited (‘Oodle’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving dispu... (3 pages)View decision -
Decision Reference DRN-6257991
8 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6257991 The complaint Mr L complains about the lack of adequate follow-up by the branch manager at a named branch of TSB Bank plc, after he raised a complaint regarding the service he received in branch. What happened Mr L explained he visited a branch of TSB and was assisted by a m... (3 pages)View decision -
Decision Reference DRN-6277196
8 Apr 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6277196 The complaint Mrs T is unhappy that Santander UK Plc failed to communicate with her in an accessible way after she told them about her disability and financial difficulties. What happened In November 2024, Mrs T contacted Santander to explain that her circumstances had chan... (5 pages)View decision -
Decision Reference DRN-6173816
8 Apr 2026 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-6173816 The complaint Ms D complains that Shop Direct Finance Company Limited, trading as Very, treated her unfairly when it advised her of an outstanding balance, after she’d received notification that the credit had been repaid in full. What happened Ms D had an outstanding balan... (2 pages)View decision -
Decision Reference DRN-6241865
8 Apr 2026 First Central Insurance Management Limited UpheldInsuranceDRN-6241865 The complaint Mr W complains that First Central Insurance Management Limited (“First Central”) wouldn’t refund the premium he’d paid for his car insurance policy when he cancelled it during the cooling-off period. What happened Mr W had a car insurance policy arranged though... (3 pages)View decision -
Decision Reference DRN-6235092
8 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6235092 The complaint Mr C complains that Barclays Bank UK PLC, trading as Barclaycard, shared his account details, leading to an attempt to defraud him. What happened In August 2025 Mr C received a text message, appearing to be from the Department for Work and Pensions (DWP), advis... (2 pages)View decision -
Decision Reference DRN-6068855
8 Apr 2026 Aviva Insurance Limited UpheldInsuranceDRN-6068855 The complaint Mr and Mrs H complain about Aviva Insurance Limited’s handling of a claim under a home insurance policy. Mr and Mrs H are joint policyholders. But most of the communication regarding the claim and complaint has been from Mr H. So I’ll refer mainly to Mr H in my... (4 pages)View decision -
Decision Reference DRN-6239856
8 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6239856 The complaint Mr C complains that Barclays Bank UK PLC won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissi... (3 pages)View decision -
Decision Reference DRN-6277210
8 Apr 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6277210 The complaint Mr M is unhappy that Bank of Scotland Plc trading as Halifax reduced his contractual monthly mortgage repayment (CMP) due to overpayments made in the previous year. He did not want this to happen and wants to continue making payments at the previous rate. Mr M ... (3 pages)View decision -
Decision Reference DRN-6214507
8 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6214507 The complaint Miss A complains that Revolut closed her account and unfairly loaded a marker about her at Cifas, the national fraud database. She would like the marker removed. What happened The details of this complaint are well known to both parties, so I won’t repeat them... (3 pages)View decision