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-5930913
5 Nov 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5930913 The complaint Mr L’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under section 140A of the Consumer Credi... (2 pages)View decision -
Decision Reference DRN-5901190
5 Nov 2025 Interactive Investor Services Limited Not upheldPensions and AnnuitiesDRN-5901190 The complaint Mr K complains that Interactive Investor Services Limited (IISL) has charged him more than £3.99 commission on the trades he’s placed with it under his pension, general investment and ISA accounts. He feels this is unfair and incorrect as IISL’s website and app... (5 pages)View decision -
Decision Reference DRN-5823860
5 Nov 2025 One Insurance Limited UpheldInsuranceDRN-5823860 The complaint Ms O complains about the decline of her home insurance (accidental damage) claim by One Insurance Limited. What happened The background to this complaint is well known to Ms O and One Insurance. I won’t repeat in detail what’s already known to both parties. Ins... (4 pages)View decision -
Decision Reference DRN-5777693
5 Nov 2025 Wirex Limited Not upheldBanking and PaymentsDRN-5777693 The complaint Mr S complains that Wirex Limited did not pay him all of the reward payments he is due under its Refer a Friend promotion. What happened On 7 May 2025, Wirex launched a Refer a Friend promotion. It offered a tiered reward system with a maximum £100 award for cu... (2 pages)View decision -
Decision Reference DRN-5661514
5 Nov 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5661514 The complaint Mr F complains that The Royal Bank of Scotland Plc removed nearly £5,000 from his account without his authority. He says that the circumstances in which that happened indicate a breach of confidentiality on the part of the bank. What happened On 15 November 202... (2 pages)View decision -
Decision Reference DRN-5845045
5 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5845045 The complaint Mr P complains about how Monzo Bank Ltd (‘MB’) handled a claim he made to it. 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 disputes with minimum forma... (3 pages)View decision -
Decision Reference DRN-5763757
5 Nov 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5763757 The complaint Mrs H has complained that The Royal Bank of Scotland Plc (RBS) won’t refund the money she lost after falling victim to a scam. What happened In summary, Mrs H has explained that in 2022 she entered into several cryptocurrency investment schemes on the advice of... (2 pages)View decision -
Decision Reference DRN-5747483
5 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5747483 The complaint Mr M complains that Nationwide Building Society (“Nationwide”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr M has explain... (3 pages)View decision -
Decision Reference DRN-5734970
5 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5734970 The complaint Ms B and Mr H complain that UK Insurance Limited trading as Churchill have handled their subsidence claim poorly. What happened Ms B and Mr H held a buildings insurance policy with Churchill on which they made a claim for subsidence. They have made a previous... (4 pages)View decision -
Decision Reference DRN-5930564
5 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5930564 The complaint Mr H is unhappy that TSB Bank plc said it may close his account when responding to a complained he had raised with it. What happened Mr H complained when TSB declined an application for its Emergency Flee Fund (EFF). TSB didn’t uphold the complaint. And when ... (3 pages)View decision