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-5821199
12 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5821199 The complaint Mr T complains Nationwide Building Society (“Nationwide”) didn’t reimburse him after he fell victim to a sophisticated investment scam. What happened Mr T was informed about an investment opportunity with a company I will refer to as “V” by an FCA regulated ind... (3 pages)View decision -
Decision Reference DRN-5836613
12 Dec 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5836613 The complaint Mr A has complained that his commercial vehicle insurer, Haven Insurance Company Limited (‘Haven’), rejected a claim he made on his policy and said he had made a misrepresentation with regards to the ownership of the vehicle. Mr A’s complaint was referred to u... (4 pages)View decision -
Decision Reference DRN-5827642
12 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5827642 The complaint Mr S complains that Santander UK Plc unfairly recorded adverse information about him with fraud prevention agencies. What happened Around February 2020, following a review by Santander into some transactions carried out via Mr S’s account, the bank decided to l... (3 pages)View decision -
Decision Reference DRN-6018826
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6018826 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (12 pages)View decision -
Decision Reference DRN-5467523
12 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5467523 The complaint Mr and Mrs T complain that Barclays Bank UK PLC (‘Barclays’) declined to reimburse them, after they say they fell victim to a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happ... (5 pages)View decision -
Decision Reference DRN-6016457
12 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6016457 The complaint Miss S complains HSBC UK Bank Plc won’t refund the money she says she lost to a scam. What happened Miss S came across an online advert for a property development investment opportunity with a company, “C”. She sent them £13,000 in August 2024 to invest in a pr... (4 pages)View decision -
Decision Reference DRN-5983604
12 Dec 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5983604 The complaint Mr and Mrs T, as trustees of the T Trust, complain about how Zurich Assurance Ltd have administered a reviewable hold of life policy they hold. They’re unhappy that units have been deducted from the policy’s investment fund to pay for the cost of cover, that th... (4 pages)View decision -
Decision Reference DRN-5876999
12 Dec 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5876999 The complaint Mr W says Aviva Life & Pensions UK Limited failed to provide him with a clear and informed choice about where his funds would be invested following the switch of his Group Personal Pension from another provider. He says this caused him financial detriment. ... (4 pages)View decision -
Decision Reference DRN-5779023
12 Dec 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5779023 The complaint Miss H complains she wasn’t able to complete a balance transfer from her Zopa Bank Limited credit card. What happened Miss H opened a credit card account with Zopa in June 2024. In early 2025, Miss H attempted to transfer her balance with Zopa to another credi... (2 pages)View decision -
Decision Reference DRN-5760114
12 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5760114 The complaint and background Miss B complains that Monzo Bank Ltd (“Monzo”) won’t reimburse over £18,000 that she lost when she fell victim to a scam in February 2025. She believed she was making payments to recover funds lost to an earlier scam. Our investigator didn’t upho... (2 pages)View decision