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-6003122
13 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6003122 The complaint Mr H complains about the service received from Bank of Scotland plc trading as Halifax (Halifax). What happened Mr H brought a complaint to this service concerning a chargeback request made to Halifax. That complaint was subject to a separate final decision by... (2 pages)View decision -
Decision Reference DRN-6114667
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6114667 The complaint Miss B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY hasn’t reimbursed payments she says her ex-partner made without her consent. What happened Miss B informed NatWest that in March 2025 her ex-partner (I’ll refer to as X) transferred over £12... (2 pages)View decision -
Decision Reference DRN-6153950
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6153950 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) registered a fraud prevention marker against him, without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, in... (2 pages)View decision -
Decision Reference DRN-6040598
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6040598 The complaint Mr A is unhappy with the information that was displayed when using his National Westminster Bank Public Limited Company (“NatWest”) app. What happened Mr A has been supported in making this complaint by a family member, but for simplicity I’ll refer to all subm... (3 pages)View decision -
Decision Reference DRN-5933796
13 Feb 2026 Pinnacle Insurance Limited Not upheldInsuranceDRN-5933796 The complaint Miss T’s complaint is about a claim she made on her Pinnacle Insurance Limited (‘Pinnacle’) pet insurance policy, which was declined. Miss T says Pinnacle treated her unfairly. Miss T is helped in her complaint by a representative, but I shall refer to all sub... (3 pages)View decision -
Decision Reference DRN-5880556
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5880556 The complaint Mr T says that National Westminster Bank PLC (‘NatWest’) that became unaffordable for him. What happened The overdraft was first provided in January 2005, with an overdraft limit of £500. In July 2021 it was increased to £4,000. Mr T says his complaint is focu... (3 pages)View decision -
Decision Reference DRN-5576692
13 Feb 2026 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5576692 The complaint Mrs G complains that St. James's Place Wealth Management Plc (“SJP”) charged her incorrectly for investment advice and failed to administer some dividends in accordance with her wishes. What happened The background to the complaint will be well known to bo... (4 pages)View decision -
Decision Reference DRN-5892311
13 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5892311 The complaint Mr S is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything here. In summary, Mr S said that in June 2025 he was tricked into sending money i... (4 pages)View decision -
Decision Reference DRN-5938406
13 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5938406 Complaint Miss B is unhappy that Revolut Ltd didn’t reimburse her after she reported falling victim to a scam. Background In June 2025, Miss B fell victim to an employment scam. She was offered a flexible home- working opportunity via an unsolicited text message. I understan... (2 pages)View decision -
Decision Reference DRN-6150468
13 Feb 2026 Aviva Protection UK Limited Not upheldInsuranceDRN-6150468 The complaint Mr D’s complaint concerns the administration of his Over 50s Life Plan by Aviva Protection UK Limited. In particular, its handing of his request for a Flexible Premium Request (FPR) and the subsequent lapsing of the policy. What happened Mr D originally took ou... (4 pages)View decision