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 388057 results
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Decision Reference DRN-6054968
12 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6054968 The complaint Mr A complains about the poor service he received when he called the Royal Bank of Scotland Plc. What happened Mr A called RBS in September 2025 to ask several questions. He said the call handler’s attitude was unacceptable, particularly when they told him to c... (2 pages)View decision -
Decision Reference DRN-5987965
12 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5987965 The complaint Mr B, a sole trader, complains that Santander UK Plc have decided to introduce charges on his business account, despite it being sold as fee free forever. What happened In 2009 Mr B opened his business account with Abbey (now Santander) – with the promise that... (3 pages)View decision -
Decision Reference DRN-6010203
12 Jan 2026 Scottish Widows Limited Not upheldInvestmentsDRN-6010203 The complaint Mr A complains that Scottish Widows Limited (trading as Clerical Medical) delayed sending him information about changes they were making to their investment funds. He says he was unable to make an informed and timely choice about switching the funds he held in ... (4 pages)View decision -
Decision Reference DRN-6007664
12 Jan 2026 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-6007664 The complaint Mr G complains that he hasn’t received refunds he was due from Zilch Technology Limited (Zilch). What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: “In July and August 2024 Mr G made multip... (4 pages)View decision -
Decision Reference DRN-5972935
12 Jan 2026 Paynetics UK Limited UpheldBanking and PaymentsDRN-5972935 The complaint Mrs B complains Paynetics UK Limited is holding her liable for payments she says were made by a scammer. The payments were made from Mrs B’s “Trading 212” account. So, although Paynetics UK Limited has ultimate responsibility for this complaint, I’ll generally ... (3 pages)View decision -
Decision Reference DRN-5732332
12 Jan 2026 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5732332 The complaint Miss G complains that Watford Insurance Company Europe Limited unfairly refused to settle a claim on her motor insurance policy. Miss G’s policy is administered by an insurance intermediary operating under a different name to Watford. However, as Watford is the... (3 pages)View decision -
Decision Reference DRN-5665720
12 Jan 2026 Zempler Bank Limited UpheldBanking and PaymentsDRN-5665720 The complaint Mr A complains that Zempler Bank Limited (Zempler) refuses to reimburse him for a payment made on his account without his consent. What happened On noticing payments had been debited from his account that he had not authorised, Mr A raised concerns with Zemple... (4 pages)View decision -
Decision Reference DRN-6042948
12 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6042948 The complaint Mr H is unhappy that NewDay Ltd trading as Aqua required him to call them to remove a temporary suspension on his account. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in detail. H... (3 pages)View decision -
Decision Reference DRN-6029620
12 Jan 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6029620 The complaint Miss T has complained Bank of Scotland plc, trading as Halifax, won’t refund her for six transactions she didn’t authorise. What happened After getting an alert from one of her social media accounts, Miss T noticed that a different device was accessing her acco... (2 pages)View decision -
Decision Reference DRN-6054222
12 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6054222 The complaint Mr E has complained about how NewDay Ltd trading as John Lewis Partnership Credit Card (NewDay) handled his claim for money back in relation to transactions made on his credit card. What happened In April 2025, Mr E made two payments of £3,500 and £2,900 to a ... (6 pages)View decision