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 400695 results
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Decision Reference DRN-5794837
13 Nov 2025 Vitality Health Limited UpheldInsuranceDRN-5794837 The complaint Mr W complains about the way Vitality Health Limited (Vitality) handled a claim he made under a private medical insurance policy. Mr W is being represented in this complaint by his partner, but for ease I’ve referred to Mr M throughout. What happened The circum... (4 pages)View decision -
Decision Reference DRN-5869692
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5869692 The complaint Ms B is unhappy that Monzo Bank Ltd (“Monzo”), as the receiving bank, didn’t do enough to prevent the loss she suffered when she sent money to its customer’s account as the result of a scam. What happened In April 2025, Ms B came across a post on a social medi... (3 pages)View decision -
Decision Reference DRN-5751959
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5751959 The complaint Miss A complains that Santander UK Plc mismanaged and miscommunicated about her overdraft account. She said this caused an unfair default to be applied to her credit file. What happened Miss A held an account that included an overdraft facility for £2,000. She... (4 pages)View decision -
Decision Reference DRN-5932354
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5932354 The complaint Ms L complains that Barclays Bank UK Plc have unreasonably declined to refund her for payments made into an account, that she believes came about from a scam. Ms L has appointed representatives for this complaint, but for ease of reading I’ll only refer to Ms ... (2 pages)View decision -
Decision Reference DRN-5805300
13 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5805300 The complaint Mr N has complained that Aviva Insurance Limited unreasonably refused to accept his claim under his mobile phone insurance policy after he lost his mobile phone. What happened Mr N bought a new mobile phone on 1 September 2024. He went abroad on holiday on 3 S... (3 pages)View decision -
Decision Reference DRN-5723622
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5723622 The complaint Mr and Mrs W complain that Barclays Bank UK PLC (‘Barclays’) hasn’t reimbursed the funds they lost when they say they fell victim to a scam. What happened Mr and Mrs W say that they needed some work to be completed on their roof. The tradesman they contacted fa... (3 pages)View decision -
Decision Reference DRN-5831170
13 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5831170 The complaint Miss B complains about the quality of a vehicle she acquired through a hire purchase agreement financed by MotoNovo Finance Limited (MotoNovo). What happened In August 2022 Miss B acquired a used car through a hire purchase agreement financed by MotoNovo. The ... (5 pages)View decision -
Decision Reference DRN-5899873
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5899873 The complaint X complains that Barclays Bank UK Plc have unreasonably declined to refund them for payments made into an account, that they believe came about from a scam. X has appointed representatives for this complaint, but for ease of reading I’ll only refer to X and Ms... (2 pages)View decision -
Decision Reference DRN-5934125
13 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5934125 The complaint Mrs M has complained about how NewDay Ltd trading as John Lewis Credit Card (NewDay) handled a refund claim she made to them. What happened Mrs M used her NewDay credit card to hire a furniture removal company I shall call ‘C’ for their services in February 202... (5 pages)View decision -
Decision Reference DRN-5947738
13 Nov 2025 Glow Financial Services Limited Not upheldConsumer CreditDRN-5947738 The complaint Mr P complained about the quality of a TV he bought using a fixed-sum loan agreement with Glow Financial Services Limited (GFSL). What happened In February 2024, Mr P purchased a TV from an online retailer I’ll refer to as “S” for approximately £1,200. The pur... (4 pages)View decision