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 393318 results
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Decision Reference DRN-5896204
30 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5896204 The complaint Ms J complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest’) should pay her more compensation than it has so far offered, after admitting it provided poor service when it didn’t respond to her complaint about a payment error as promptly as it... (3 pages)View decision -
Decision Reference DRN-5685414
30 Oct 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5685414 The complaint Mr and Mrs T are unhappy that Tesco Underwriting Limited declined a claim under their home insurance policy for storm damage. What happened On 28 January 2025 Mr and Mrs T notified Tesco that the roof over their kitchen/utility room had been damaged by a storm... (2 pages)View decision -
Decision Reference DRN-5539629
30 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5539629 The complaint Mr and Mrs K complain that Barclays Bank UK PLC did not reimburse the funds they lost to a scam. What happened Mr and Mrs K were introduced to an investment opportunity through their son. He knew the director of a company that said it was investing in property ... (5 pages)View decision -
Decision Reference DRN-5698135
30 Oct 2025 Social Money Limited Not upheldConsumer CreditDRN-5698135 The complaint Mr T complains about a claim he made to Social Money Limited trading as Payl8r (‘SM’). 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 mini... (4 pages)View decision -
Decision Reference DRN-5867826
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5867826 The complaint Miss G complains Monzo Bank Ltd unfairly loaded a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only prov... (4 pages)View decision -
Decision Reference DRN-5682081
30 Oct 2025 Halfords Limited UpheldConsumer CreditDRN-5682081 The complaint Mr F has complained about the way Halfords Limited brokered a fixed sum loan agreement. What happened The circumstances of the complaint are well known to the parties, so I’m not going to go over everything again in detail. But to summarise, Mr F said he took ... (3 pages)View decision -
Decision Reference DRN-5862604
30 Oct 2025 Protector Insurance UK Not upheldInsuranceDRN-5862604 The complaint Mr J and Mrs J complains that Protector Insurance UK hasn’t covered the cost of their claim, and has provided poor service. Mr J and Mrs J are both party to this complaint. Mr J has primarily dealt with this service. For ease of reference, I have referred to M... (2 pages)View decision -
Decision Reference DRN-5684743
30 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5684743 The complaint Mrs T’s complaint is about a claim she made on her U K Insurance Limited trading as Churchill (‘UKI’) legal expenses insurance policy. Mrs T is unhappy with the way in which UKI handled her claim. What happened Mrs T made a claim on her UKI legal expenses insu... (2 pages)View decision -
Decision Reference DRN-5650522
30 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5650522 The complaint Miss K is complaining that Revolut Ltd won’t refund a payment she made as part of a scam. What happened Miss K was selling some items on an online marketplace and she was contacted by someone (“the scammer”) claiming to be a buyer. The scammer said they’d paid ... (3 pages)View decision -
Decision Reference DRN-5634856
30 Oct 2025 Federal Capital Limited Not upheldBanking and PaymentsDRN-5634856 The complaint Miss W complains that Federal Capital Limited behaved unreasonably in pursuing her for debts of a company she was director of under a personal guarantee. She would like to be compensated. What happened Miss W was the director of a company. In November 2023 thi... (2 pages)View decision