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-5898934
29 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5898934 The complaint Mr A complains Santander UK Plc blocked his card without letting him know and failed to then help him when his card was declined causing him considerable embarrassment. What happened Mr A has an account with Santander. Mr A says he checked his account to make s... (2 pages)View decision -
Decision Reference DRN-5960705
29 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5960705 The complaint Mr H and Mrs A complain that Aviva Insurance Limited declined their claim against a travel insurance policy. Reference to Aviva includes its agents. What happened Mr H and Mrs A have travel insurance as a benefit of a bank account. During a trip, their activit... (3 pages)View decision -
Decision Reference DRN-6114429
29 Jan 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6114429 The complaint Mr T has complained about the way Creation Consumer Finance Limited (“Creation”) responded to his claim against it under Section 75 of the Consumer Credit Act 1974 (section 75). What happened The facts in this case are not disputed, so I’ll only briefly set th... (4 pages)View decision -
Decision Reference DRN-5859175
29 Jan 2026 Monzo Bank Ltd Not upheldConsumer CreditDRN-5859175 The complaint Monzo Bank Ltd (‘Monzo’) provided Mr N with a personal loan in February 2020. The loan was for £7,500 and was to be repaid by way of 24 monthly repayments of £324.63. Mr N says the loan was provided irresponsibly. What happened The details of this complaint ar... (2 pages)View decision -
Decision Reference DRN-5824813
29 Jan 2026 RAC FINANCIAL SERVICES LIMITED Not upheldInsuranceDRN-5824813 The complaint Mr T says RAC Financial Services Limited provided poor service and poor complaints handling, and charged too much for his motor breakdown policy, without due notice. What happened Mr T had a breakdown policy with RAC from 2021, which was on continuous monthly ... (4 pages)View decision -
Decision Reference DRN-6033667
29 Jan 2026 Zempler Bank Limited UpheldBanking and PaymentsDRN-6033667 The complaint Mrs C complains Zempler Bank Limited recorded adverse information on her credit file in relation to an overdraft. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In summary, Mrs C holds a curre... (3 pages)View decision -
Decision Reference DRN-5858175
29 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5858175 The complaint Miss E complains that Capital One (Europe) plc (Capital) gave her incorrect information in relation to her overdue payments. What happened Miss E complains that Capital told her that her account had been over the limit for around three months, when in reality h... (2 pages)View decision -
Decision Reference DRN-6106304
29 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6106304 The complaint Mrs B doesn’t think Bank of Scotland plc trading as Halifax did enough to help and support her with her gambling addiction. She thinks it’s systems and inaction led to her losing a significant sum of money and causing her unnecessary trouble and upset. She’d li... (3 pages)View decision -
Decision Reference DRN-6112349
29 Jan 2026 Telefonica UK Limited UpheldConsumer CreditDRN-6112349 The complaint Ms B complained about the quality of a mobile phone supplied to her under a fixed sum loan agreement with Telefonica UK Limited trading as O2 (O2). What happened The circumstances of the complaint are well known to the parties, so I’m not going to go over ever... (3 pages)View decision -
Decision Reference DRN-6048528
29 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6048528 The complaint Ms B complains that American Express Services Europe Limited (AESEL) didn’t apply a payment she made to clear her credit card balance in a timely manner. What happened Ms B has a credit card account with AESEL. On 30 September 2025, she says she sent a payment... (3 pages)View decision