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 392389 results
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Decision Reference DRN-5853924
3 Feb 2026 Interactive Investor Services Limited Not upheldInvestmentsDRN-5853924 The complaint Mr P complains that failings by Interactive Investor Services Limited (‘Interactive Investor’) prevented him from effectively managing his investment and so caused him to lose money. He wants Interactive Investor to compensate him for financial loss. What happe... (6 pages)View decision -
Decision Reference DRN-6052836
3 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6052836 The complaint Mr T complains that three loans with National Westminster Bank plc were unaffordable for him and shouldn’t have been made to him. What happened Mr T applied to NatWest for a loan of £8,000 for debt refinancing in November 2022. The application was accepted and ... (4 pages)View decision -
Decision Reference DRN-6043670
3 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6043670 The complaint Mr F has complained about how Aviva Insurance Limited (Aviva) settled a claim under his gadget insurance policy. References to Aviva include companies acting on its behalf. What happened Mr F made a claim for a stolen smartwatch. Aviva accepted the claim. Mr ... (3 pages)View decision -
Decision Reference DRN-5748205
3 Feb 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5748205 The complaint Mr and Mrs Y, in their capacity as power of attorneys for Miss Y, have brought a complaint on her behalf regarding the handling of Miss Y’s Over 50s Life cover policies with Aviva Life & Pensions UK Limited (“Aviva”). The power of attorneys have specific co... (3 pages)View decision -
Decision Reference DRN-5807271
3 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5807271 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. Mr A is professionally represented, however, for ease I have only referred to Mr A in this decision. What happened The details of this complaint are well known to both parties, so I won... (3 pages)View decision -
Decision Reference DRN-5861422
3 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5861422 The complaint Mr G’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 197... (12 pages)View decision -
Decision Reference DRN-6121374
3 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6121374 The complaint Miss B has an account with Nationwide Building Society (Nationwide). She made payments from this account to an investment that she now believes to have been the subject of an Authorised Push Payment scam (APP Scam). At the relevant time, Nationwide was a signa... (13 pages)View decision -
Decision Reference DRN-5963128
3 Feb 2026 Advantage Finance Ltd UpheldConsumer CreditDRN-5963128 The complaint Ms C complains that a hire purchase agreement with Advantage Finance Limited, under which a car was supplied to her, wasn’t affordable for her. She’s being represented in her complaint by a legal adviser. What happened A used car was supplied to Ms C under a hi... (3 pages)View decision -
Decision Reference DRN-6112646
3 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6112646 The complaint Mr W has complained Admiral Insurance (Gibraltar) Limited charged him an unfair amount for his motor insurance policy. What happened Mr W renewed his motor insurance policy underwritten by Admiral in September 2025. Admiral found later that he didn’t disclose a... (3 pages)View decision -
Decision Reference DRN-6125312
3 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6125312 The complaint Mr B complains that Barclays Bank UK PLC (“Barclays”) has only offered a partial reimbursement for the funds he lost when he fell victim to an employment scam in 2025. Our investigator didn’t uphold the complaint as she felt that the offer to refund 50% of the ... (3 pages)View decision