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 401363 results
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Decision Reference DRN-5895235
15 Dec 2025 Allied Irish Banks Plc Not upheldBanking and PaymentsDRN-5895235 The complaint Mr M has complained that he can’t always log into Allied Irish Banks Plc’s (“AIB”) banking app. What happened Mr M has intermittent issues accessing AIB’s banking app. As a result, Mr M complained to AIB. Having attempted to trouble shoot the problem, AIB was u... (2 pages)View decision -
Decision Reference DRN-6005041
15 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6005041 The complaint A partnership, comprising Mr R and Ms F, complain Barclays Bank UK PLC caused them distress and inconvenience by reducing the overdraft facility on their partnership account, as a result of missed payments on their commercial mortgage. What happened In July and... (4 pages)View decision -
Decision Reference DRN-6020606
15 Dec 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-6020606 The complaint Miss T complains about how Creation Consumer Finance Ltd has reported to her credit file. 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 m... (5 pages)View decision -
Decision Reference DRN-6016075
15 Dec 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-6016075 The complaint Mr S has complained that Quilter Financial Services Limited (‘Quilter’) gave him unsuitable advice to switch his existing pensions to a new arrangement provided by Old Mutual Wealth (‘OMW’) and that it failed to provide him with the annual reviews he’d paid for... (6 pages)View decision -
Decision Reference DRN-5838866
15 Dec 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5838866 The complaint Mr W has complained about a credit card Jaja Finance Ltd (“Jaja”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In November 2023, Jaja provided Mr W with a credit card which ... (3 pages)View decision -
Decision Reference DRN-5622809
15 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5622809 The complaint Mr N complains that HSBC UK Bank Plc will not reimburse the funds he said he lost to a scam. Mr N is represented by a firm, but for ease I have only referred to Mr N in this decision. What happened Mr N said he saw an advertisement for an investment opportunity... (2 pages)View decision -
Decision Reference DRN-6021249
15 Dec 2025 AXA Insurance UK Plc UpheldInsuranceDRN-6021249 The complaint Miss B complains that AXA Insurance UK Plc (AXA) has poorly handled her motor insurance claim. What happened In April 2025 Miss B’s car was stolen so she contacted AXA to claim on her car insurance policy. During the claim, Miss B raised a complaint. She said ... (2 pages)View decision -
Decision Reference DRN-6021101
15 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6021101 The complaint Mr A has complained that Revolut Ltd won’t refund money he lost to a scam. What happened Mr A has said he was contacted by the scammer who he thought was a lawyer in Romania who said his family qualified for citizenship. Mr A wanted his father and sisters to h... (3 pages)View decision -
Decision Reference DRN-6020759
15 Dec 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6020759 The complaint Mr D is unhappy with the car supplied under the personal contract purchase with CA AUTO FINANCE UK LTD (CA). When I refer to what Mr D and CA have said or have done, it should also be taken to include things said or done on their behalf. What happened In Febr... (5 pages)View decision -
Decision Reference DRN-6018447
15 Dec 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-6018447 The complaint A limited complaint, which I will call Y, has complained about the handling of a claim made under its business insurance policy with Accelerant Insurance Europe SA/NV UK Branch. Mr K, as a director of Y, has brought the complaint on its behalf. What happened Y ... (5 pages)View decision