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-6273462
7 Apr 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6273462 The complaint Mr D complains that he received an email from Santander Bank Plc addressed to another of its customers. Mr D further complains that Santander Bank Plc has failed to provide him with information in an accessible format. What happened Mr D received an email regar... (4 pages)View decision -
Decision Reference DRN-6203975
7 Apr 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6203975 The complaint Mr B and Ms Z complain AXA Insurance UK Plc (AXA) have not settled liability for a claim on their motor insurance policy and have unfairly recorded it as fault. Mr B is the policy holder and Ms Z is a named driver on the policy. Reference to Mr B or Ms Z inclu... (3 pages)View decision -
Decision Reference DRN-6261601
7 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6261601 The complaint Mr K complains that Monzo Bank Ltd uses emojis in its communication with him. He further complains that a payment he made to transfer funds to another financial institution was delayed. Mr K is also unhappy with the way in which his complaint was dealt with. Wh... (3 pages)View decision -
Decision Reference DRN-6273307
7 Apr 2026 Telefonica UK Limited UpheldConsumer CreditDRN-6273307 The complaint Mr C complains about problems with a finance agreement he took out with Telefonica UK Limited trading as O2 (‘T’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role ... (6 pages)View decision -
Decision Reference DRN-6149221
7 Apr 2026 Topaz Finance Limited Not upheldMortgagesDRN-6149221 The complaint Miss F’s complaint is against Topaz Finance Limited trading as Hyalite Mortgages. Miss F’s buy-to-let (BTL) property was repossessed and sold in 2012. Miss F is unhappy about the way Topaz has dealt with recovery of the shortfall balance of approximately £31,00... (3 pages)View decision -
Decision Reference DRN-5181729
7 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5181729 The complaint Mr T complains that Mitsubishi HC Capital UK PLC trading as Novuna (‘Novuna’) acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). At the time the l... (22 pages)View decision -
Decision Reference DRN-6162440
7 Apr 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6162440 The complaint Ms P complains PayPal UK Ltd haven’t refunded her for building work she paid for, but wasn’t completed. What happened Ms P was having some building work done and paid the builder via PayPal. The work wasn’t carried out to an acceptable standard and the builde... (3 pages)View decision -
Decision Reference DRN-6097245
7 Apr 2026 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-6097245 The complaint A company, which I’ll refer to as G, complains that Amazon Payments UK Limited (“APUK”) has wrongly restricted its access to the funds in its seller account. What happened G was a seller on Amazon. The company complains that funds in its seller account have bee... (2 pages)View decision -
Decision Reference DRN-6269794
7 Apr 2026 ST. JAMES'S PLACE UK PLC UpheldPensions and AnnuitiesDRN-6269794 The complaint Mr H has complained about the service provided by St. James’s Place UK Plc (SJP) because an incorrect valuation of his retirement account was provided and subsequently used as part of a drawdown review. This led to Mr H committing to spending which he’s said h... (3 pages)View decision -
Decision Reference DRN-6243066
7 Apr 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6243066 The complaint Mr H complains that Bank of Scotland Plc trading as Halifax has failed to act on or record information he shared with it about his vulnerabilities. What happened Mr H says he told Halifax about his vulnerabilities during an online chat sometime between April 20... (3 pages)View decision