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-5671811
26 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5671811 The complaint Mr O complains that Barclays Bank UK Plc (Barclays) has been providing inaccurate information to customers, including himself, in the script that is read out to customers opening certain products with Barclays. Mr O didn’t think it was acceptable that Barclays... (2 pages)View decision -
Decision Reference DRN-5821159
26 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5821159 The complaint A limited company, which I will refer to as S, complains about the handling of its commercial insurance claim, and the decision of AXA Insurance UK Plc to avoid the policy and decline the claim. What happened The following is intended only as a brief summary of... (3 pages)View decision -
Decision Reference DRN-5394266
26 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5394266 THE COMPLAINT Ms M complains Revolut Ltd (“Revolut”) will not reimburse her money she says she lost when she fell victim to two scams. Ms M is represented by Richardson Hartley Law (“RHL”) in this matter. However, where appropriate, I will refer to Ms M solely in this deci... (4 pages)View decision -
Decision Reference DRN-5660126
26 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5660126 The complaint Mr W complains that Monzo Bank Ltd irresponsibly provided him with an overdraft facility that was unaffordable for him. What happened Mr W applied for an overdraft facility in May 2023 and Monzo provided him with a limit of £2,000. Mr W says he shouldn’t have ... (3 pages)View decision -
Decision Reference DRN-5764111
26 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5764111 The complaint Mr and Mrs H have complained that Zurich Assurance Ltd didn’t assess Mrs H’s claim for total permanent disability fairly. What happened When Mr and Mrs H took out their mortgage, they also bought a decreasing term assurance policy, which provided them with life... (3 pages)View decision -
Decision Reference DRN-5544807
26 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5544807 The complaint Mr P complains Bank of Scotland plc (“BoS”) closed his accounts without explanation and discriminated against him. Mr P is also unhappy the closing balance hasn’t been paid to him and that BoS have left adverse markers on his credit file. What happened The deta... (2 pages)View decision -
Decision Reference DRN-5328278
26 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5328278 The complaint Mr and Mrs J complain that Bank of Scotland plc trading as Halifax has declined to refund disputed transactions that were made from their account. What happened Between July and November 2024, a number of transactions totalling around £3,000 were made using bot... (3 pages)View decision -
Decision Reference DRN-5838834
26 Sep 2025 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-5838834 The complaint Mr E is unhappy with how Zilch Technology Limited (Zilch) handled disputes he raised with it, following purchases made using his account. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: ... (7 pages)View decision -
Decision Reference DRN-5760402
26 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5760402 The complaint Mr T complains that Bank of Scotland plc (BOS) will not reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties so I won’t repeat it in detail here. In Summary, from August 2024 to September 2024, Mr T mad... (2 pages)View decision -
Decision Reference DRN-5703776
26 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5703776 The complaint Mrs S has complained that Santander UK Plc (“Santander”) failed to make it clear to her that she could transfer some of an Inheritance ISA to other Cash ISAs. What happened Sadly, Mrs S’s husband passed away. Following this, Mrs S approached Santander so she co... (5 pages)View decision