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-6267040
1 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6267040 The complaint Mr H complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY had a problem placing a gambling block on his account and during the delay he gambled approximately £4,000. He wants his net losses refunded and compensation for the distress and inconvenience caus... (3 pages)View decision -
Decision Reference DRN-6189510
1 Apr 2026 AWP P&C S.A. Not upheldInsuranceDRN-6189510 The complaint Mr L complains that AWP P&C S.A. declined his travel insurance claim. My references to AWP include its agents. What happened Mr L had travel insurance, insured by AWP. He missed his booked flight abroad due to a fire in a lounge at the UK airport where he ... (3 pages)View decision -
Decision Reference DRN-5944886
1 Apr 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5944886 The complaint Ms I complains that Vanquis Bank Limited declined to refund her for a transaction she said she didn’t make or didn’t receive any benefit from. What happened Ms I has a credit card with Vanquis. Ms I noticed a transaction for just over £670 on her account to a f... (3 pages)View decision -
Decision Reference DRN-6234991
1 Apr 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6234991 The complaint Mr and Mrs C complain that they were unable to use their Santander UK Plc credit card while on holiday abroad, in August 2025. What happened Prior to the holiday, Mr C used online banking to enable his card for overseas use, but when he first tried to use it o... (2 pages)View decision -
Decision Reference DRN-6174070
1 Apr 2026 Interactive Investor Services Limited Not upheldInvestmentsDRN-6174070 The complaint Mr N complains that Interactive Investor Services Limited (‘II’) failed to provide clear, fair, and sufficiently prominent information about foreign exchange (‘FX’) fees when purchasing shares in non-UK currency. What happened Mr N had several accounts with II.... (3 pages)View decision -
Decision Reference DRN-6194548
1 Apr 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6194548 The complaint Mr R complains that Inter Partner Assistance SA (IPA) declined his travel insurance claim. My references to IPA include its agents. What happened Mr R had travel insurance insured by IPA. During a holiday abroad with his family they went on a day trip to an a... (3 pages)View decision -
Decision Reference DRN-6236208
1 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6236208 The complaint Mr S complains that NewDay Limited (“NewDay”) (trading as Fluid) lent to him irresponsibly and that provided was unaffordable. Mr S further complains that NewDay did not provide him with help when he was in financial difficulty. What happened In May 2020 Mr... (5 pages)View decision -
Decision Reference DRN-6261371
1 Apr 2026 ARBUTHNOT LATHAM & CO., LIMITED Not upheldBanking and PaymentsDRN-6261371 The complaint D, a limited company, complains that ARBUTHNOT LATHAM & CO LIMITED (“Arbuthnot Latham”) won’t refund the money it lost to a scam. One of D’s directors (I’ll refer to as “Mr H”) has brought this complaint on D’s behalf, through a firm of solicitors. For sim... (5 pages)View decision -
Decision Reference DRN-6034707
1 Apr 2026 Bibby Leasing Limited Not upheldConsumer CreditDRN-6034707 The complaint K complains that the hire agreement it entered to hire a van from Bibby Leasing Limited (“Bibby”) was misrepresented to it. It said the type of agreement was unclear. It also said that Bibby didn’t offer any support when informed that K was experiencing financi... (4 pages)View decision -
Decision Reference DRN-6089048
1 Apr 2026 Equifax Limited Not upheldConsumer CreditDRN-6089048 The complaint Mr G complains Equifax Limited is reporting incorrect information on his credit file. What happened In October 2025 Mr G became aware Equifax was reporting two County Court Judgements (CCJs) on his credit file that he said didn’t belong to him. He said he share... (3 pages)View decision