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 375868 results
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Decision Reference DRN-5762320
3 Sep 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5762320 The complaint Mr C complains that Sainsbury’s Bank Plc hasn’t refunded a payment he made. What happened In March 2023, Mr C entered into a contract with a builder (who I’ll refer to as “B”) to construct an extension to his property. The contract for the work was agreed at a ... (2 pages)View decision -
Decision Reference DRN-5632089
3 Sep 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5632089 The complaint Mr S complains that a car he acquired through a hire purchase agreement financed by Zopa Bank Limited (‘Zopa Bank’) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise ... (3 pages)View decision -
Decision Reference DRN-5728929
3 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5728929 The complaint Miss T complains Aviva Insurance Limited (Aviva) unfairly settled her claim on her motor insurance policy after her car was classed as a total loss. What happened Miss T made a claim on her motor insurance policy after her car was damaged in an incident with a ... (3 pages)View decision -
Decision Reference DRN-5785114
3 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5785114 The complaint Mr and Mrs M complain that Nationwide Building Society closed their accounts. What happened Mr and Mrs M held two accounts with Nationwide. In September 2024, Mrs M paid a cheque for £10,000 into the current account. But the payer’s bank returned the cheque unp... (3 pages)View decision -
Decision Reference DRN-5447197
3 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5447197 The complaint Miss B is unhappy National Westminster Bank Plc will not refund the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Miss B fell victim to a job/task sca... (3 pages)View decision -
Decision Reference DRN-5764133
3 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5764133 The complaint Mr F complains that Inter Partner Assistance SA (IPA) declined his claim against his travel insurance policy. Reference to IPA includes its agents. What happened Mr F had an annual travel insurance policy underwritten by IPA. He planned a trip with a departure... (3 pages)View decision -
Decision Reference DRN-5790761
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5790761 The complaint Mr M has complained that Barclays Bank UK PLC (“Barclays”) changed the terms of a Tech Pack but didn’t clearly explain the changes being made to him. This resulted in his device not being covered by the Tech Pack cover. What happened Mr M made a claim for damag... (2 pages)View decision -
Decision Reference DRN-5736006
3 Sep 2025 Wirex Limited UpheldBanking and PaymentsDRN-5736006 The complaint Mrs B has complained that Wirex Limited won’t refund the money she lost after falling victim to a scam. What happened In August 2023, Mrs B was cold called by scammers posing as cryptocurrency recovery agents. They said Mrs B’s crypto account had been inactive ... (4 pages)View decision -
Decision Reference DRN-5795036
3 Sep 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5795036 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (17 pages)View decision -
Decision Reference DRN-5695814
3 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5695814 The complaint Mrs F complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved her credit card application. What happened Mrs F applied for a Virgin Money credit card in June 2024. In her application, Mrs F said she was retired with an an... (3 pages)View decision
