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 393318 results
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Decision Reference DRN-6025171
22 Feb 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-6025171 The complaint Mr B has complained that Lloyds Bank General Insurance Limited trading as Lloyds handled a claim he made under his home insurance policy. Any reference to Lloyds in this decision includes its appointed agents. What happened Mr B made a complaint to Lloyds after... (3 pages)View decision -
Decision Reference DRN-5894064
22 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-5894064 The complaint Mr and Mrs H complain that Aviva Insurance Limited (“Aviva”) inaccurately recorded a claim against their home buildings insurance policy. I’ll refer to Mr H in my decision for ease. What happened Mr H called Aviva on 13 January 2025 to make a claim when part of... (3 pages)View decision -
Decision Reference DRN-6116719
22 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6116719 The complaint Miss R and Mr T complained about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) poor handling of an escape of water claim, under their home buildings insurance policy. I’ll refer to Miss R in my decision for ease. What happened Miss R said that late in the... (5 pages)View decision -
Decision Reference DRN-6103488
21 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6103488 The complaint Mr P complains that Nationwide Building Society won’t refund the money he lost as a result of a flight scam. What happened There is limited information on what happened. Mr P was liaising with a representative of Travel Company S about flights and possibly ac... (4 pages)View decision -
Decision Reference DRN-6106934
21 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6106934 The complaint Mr B complains about how Revolut Ltd dealt with an international payment return. What happened Mr B made a payment to an account in Australia on 8 October 2025 for just over €589. He says the money did not reach the intended beneficiary and has asked Revolut fo... (2 pages)View decision -
Decision Reference DRN-6109277
21 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6109277 The complaint Mr B complains that Barclays Bank UK PLC allowed him to make multiple gambling transactions to an unlicensed gambling operator and failed to identify and protect him as a vulnerable person with an addiction. What happened The detailed background to this compla... (4 pages)View decision -
Decision Reference DRN-6171041
21 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6171041 The complaint Miss M complains that NewDay Ltd, trading as Aqua, acted irresponsibly when they gave her a credit card and then soon increased the amount she could borrow. What happened The detailed background to this complaint is well known to both parties. So, I’ll only pr... (6 pages)View decision -
Decision Reference DRN-6133980
21 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6133980 The complaint Mr K complains that Santander UK Plc didn’t remove an account block. What happened Mr K says he asked Santander to block payments to a company I will call “N”. He says in December 2025 he asked Santander to remove the block, but payment attempts on 21 December ... (2 pages)View decision -
Decision Reference DRN-5834336
20 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5834336 The complaint Mrs W complains Revolut Ltd won’t reimburse money she lost when she fell victim to a gambling scam. What happened Mrs W transferred more than £11,000 to an online gambling website between circa January and June 2025. However, she says she discovered subsequent... (2 pages)View decision -
Decision Reference DRN-6053852
20 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6053852 The complaint Ms S’ complaint is, in essence, that Clydesdale Financial Services Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) an... (12 pages)View decision