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-6002381
29 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6002381 The complaint Mr L complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY has declined to reimburse payments he made that he now thinks were related to a scam. What happened After an incident abroad, Mr L made two international payments to someone he believed to be ... (2 pages)View decision -
Decision Reference DRN-5760665
29 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5760665 The complaint Miss A complains that Santander UK Plc won’t refund money she lost when she was a victim of a scam. Miss A is represented by a firm I’ll refer to as ‘C’. What happened Miss A fell victim to job scam in October 2024. She’s explained that she saw an advert for a ... (5 pages)View decision -
Decision Reference DRN-5962366
29 Jan 2026 One Call Insurance Services Limited Not upheldInsuranceDRN-5962366 The complaint Mr K complains about the way One Call Insurance Services Limited (“One Call”) handled the cancellation of his home insurance policy. What happened Mr K purchased a home insurance policy online via One Call in August 2024. One Call arranged the policy for Mr K ... (3 pages)View decision -
Decision Reference DRN-6103747
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6103747 The complaint Mr and Mrs B say Shawbrook Bank Limited (‘Shawbrook’) has unfairly declined their claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And they say their creditor- debtor relationship with Shawbrook was unfair to them under section 140A of the CCA. W... (3 pages)View decision -
Decision Reference DRN-6079723
29 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6079723 The complaint Ms M has complained about Revolut Ltd not refunding several payments she says she made and lost to a scam. Ms M has referred the complaint with a professional representative, however for ease I will refer to Ms M throughout. What happened The background to th... (4 pages)View decision -
Decision Reference DRN-5824885
29 Jan 2026 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5824885 The complaint Mr B complains that Aviva Life & Pensions UK Limited (Aviva) system errors around his available pension tax-free cash sum, have prevented him from accessing the maximum allowed under the legislation. He wants the shortfall paid. What happened With the assi... (3 pages)View decision -
Decision Reference DRN-5998196
29 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5998196 The complaint Mr K’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner 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... (5 pages)View decision -
Decision Reference DRN-5899855
29 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5899855 The complaint Miss B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund money she says she lost to an investment scam. Miss B is professionally represented, however, to keep things simple, I’ll refer to Miss B throughout my decision. Wha... (3 pages)View decision -
Decision Reference DRN-6113947
29 Jan 2026 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-6113947 The complaint Miss R complains The Royal Bank of Scotland Plc (RBS) acted unfairly by causing delays in refunding the money she paid, using her debit card, for items she didn’t receive. What happened In March 2025, Miss R made several purchases for items related to online g... (4 pages)View decision -
Decision Reference DRN-5921766
29 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5921766 The complaint Mr and Mrs C complain TSB Bank plc blocked a payment they were trying to make whilst they were abroad. They complain that they couldn’t get the payment unblocked until they returned home and even then, it took over an hour and a half to resolve. They complained... (2 pages)View decision