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-6089705
28 Jan 2026 Sheffield Mutual Friendly Society Limited Not upheldInvestmentsDRN-6089705 The complaint Ms J complains about Sheffield Mutual Friendly Society Limited (SMFS). She says SMFS treated her unfairly when she surrendered her with profits endowment policy. She says the charges applied by SMFS at the beginning of her policy, were excessive. She would like... (3 pages)View decision -
Decision Reference DRN-6070014
28 Jan 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6070014 The complaint Mr F complains that American Express Services Europe Limited (AMEX) is holding him responsible for a payment he says he didn’t make or allow anyone else to make. Mr F is being represented by a family member here but for ease of reading I’ll only refer to Mr F ... (2 pages)View decision -
Decision Reference DRN-6053005
28 Jan 2026 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6053005 The complaint Mr and Mrs S have complained about how Accredited Insurance (Europe) Ltd dealt with their claim after their property was flooded. What happened Mr and Mrs S’s property was flooded in early 2025. So they submitted a property insurance claim to Accredited. Acc... (5 pages)View decision -
Decision Reference DRN-6062048
28 Jan 2026 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-6062048 The complaint Miss R makes several complaints about the way Frasers Group Financial Services Limited (‘FG’) handled her credit account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. I issued my initial finding... (3 pages)View decision -
Decision Reference DRN-6050966
28 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6050966 The complaint Mr A complains that Revolut Ltd has failed to refund him for a payment that did not reach the intended recipient. What happened Mr A says he made a payment to a beneficiary in Egypt for just over £5,900 via Revolut on 13 July 2025. He says the payment did not r... (2 pages)View decision -
Decision Reference DRN-6017410
28 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6017410 The complaint Mr K complains that Santander UK Plc applied blocks to his credit cards in error and failed to reinstate them. What happened Mr K holds a credit card account with Santander with two cards – one for him and one for an additional authorised cardholder. In Novembe... (2 pages)View decision -
Decision Reference DRN-5991309
28 Jan 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5991309 The complaint Mr A complains about the value of the insurance settlement he received from Aviva Life & Pensions UK Limited, following a claim made under his life and critical illness cover. What happened The background to this complaint is well known to the parties, so ... (3 pages)View decision -
Decision Reference DRN-6038752
28 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6038752 The complaint Mr L complains that Capital One (Europe) plc provided him with unaffordable credit cards. What happened Capital One provided Mr L with two credit cards, details of which are provided in the table below: Account Date Event Credit limit Credit card one May 2014O... (4 pages)View decision -
Decision Reference DRN-6111434
28 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6111434 The complaint Mr E complains about a car supplied under a conditional sale agreement, provided by MONEYBARN NO.1 LIMITED. What happened Around August 2024 Mr E acquired a used car under a conditional sale agreement with Moneybarn. The car is listed with a cash price of £8,7... (5 pages)View decision -
Decision Reference DRN-6056203
28 Jan 2026 National Savings and Investments Not upheldBanking and PaymentsDRN-6056203 The complaint Mrs L complains that National Savings and Investments (NS&I) has failed to trace premium bonds in her name. What happened In April 2025 Mrs L wrote to NS&I as she wanted to cash in some premium bonds held in her and her husband’s names, for which they h... (2 pages)View decision