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-5817921
3 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5817921 The complaint Mr C complains about the level of service provided by Aviva Insurance Limited after incepting a boiler insurance policy. While Aviva are the underwriters of the policy, HomeServe administer it. Therefore, for ease of reading, I’ve referred to HomeServe througho... (2 pages)View decision -
Decision Reference DRN-5697259
3 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5697259 The complaint Miss A has complained about the way National Westminster Bank Public Limited Company (NatWest) dealt with a claim for money back in relation to a purchase she’d made using her debit card. What happened The circumstances of the complaint are well known so I won... (4 pages)View decision -
Decision Reference DRN-5952531
3 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5952531 The complaint A company, which I’ll refer to as C, complains that Monzo Bank Ltd won’t refund money which C believes was lost to an Authorised Push Payment (“APP”) scam. Mrs D, who is a director of C, brings the complaint on C’s behalf. What happened The background to this... (4 pages)View decision -
Decision Reference DRN-5649957
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5649957 The complaint Mr S complains about the actions of NewDay Ltd trading as Fluid Credit Card when he lost money to what he says was a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of ... (2 pages)View decision -
Decision Reference DRN-5860957
3 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5860957 The complaint Mr G complains that Starling Bank Limited (“Starling”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as ... (4 pages)View decision -
Decision Reference DRN-5860993
3 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5860993 The complaint Mr G complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, ... (4 pages)View decision -
Decision Reference DRN-5878546
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5878546 The complaint Mrs S is unhappy with her credit card provider, NewDay Ltd trading as John Lewis Partnership Credit Card, after it rejected her claim for a refund for a hotel stay. Mrs S has been represented at times, but to keep things simple, I’ve only referred to Mrs S. Wha... (4 pages)View decision -
Decision Reference DRN-5978197
3 Dec 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5978197 The complaint Mr G complains about how Acromas Insurance Company Limited handled a claim he made on his parts and garage policy. What happened Mr G held a parts and garage policy with Acromas. When he noticed an electrical fault with his vehicle, he called for assistance. A ... (3 pages)View decision -
Decision Reference DRN-5835365
3 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5835365 The complaint Mr H complains that Barclays Bank UK PLC lent to him irresponsibly. What happened In September 2012, an overdraft of £200 was added to Mr H’s Student Account. It was increased to £400 in July 2013 and £900 in December 2013. It remained at that level since. As t... (5 pages)View decision -
Decision Reference DRN-5943753
3 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5943753 The complaint Mr B complains that Capital One (Europe) plc lent irresponsibly when it approved his credit card application. What happened Mr B applied for a Capital One credit card in November 2023. In his application, Mr B said he was employed with an annual income of £32,... (3 pages)View decision