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 375868 results
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Decision Reference DRN-5642789
31 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5642789 The complaint Miss G is unhappy with several aspects of the service that she’s received from NewDay Ltd. What happened Miss G was unhappy with the service she’d received from NewDay surrounding a payment she’d made to NewDay that NewDay hadn’t acknowledged and which was miss... (3 pages)View decision -
Decision Reference DRN-5633780
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5633780 The complaint Mrs B, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. ... (3 pages)View decision -
Decision Reference DRN-5563733
31 Jul 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5563733 The complaint Mr Y complained that his claim for accident damage to his car was unfairly declined by Ageas Insurance Limited (“Ageas”) under his motor insurance policy. What happened Mr Y said he had a car accident in October 2024. He said Ageas sent an engineer and repair g... (4 pages)View decision -
Decision Reference DRN-4736492
31 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4736492 The complaint Mr and Mrs T’s complaint is, in summary, that Shawbrook Bank Limited (‘the Lender’), acted unfairly and unreasonably by: (1) Being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (‘CCA’). (2) Deciding agains... (3 pages)View decision -
Decision Reference DRN-5707847
31 Jul 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5707847 The complaint Mr L has complained that Accredited Insurance (Europe) Limited declined a claim he made on his contents insurance policy for a watch. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in t... (3 pages)View decision -
Decision Reference DRN-5663582
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5663582 The complaint S complain that Wise Payments Limited won’t refund money they say they lost to an investment scam. S is being supported in making their complaint by a representative. But for ease, I’ll only refer to S in this decision. What happened The background to this comp... (5 pages)View decision -
Decision Reference DRN-5704802
31 Jul 2025 Vitality Health Limited UpheldInsuranceDRN-5704802 The complaint Mr W is unhappy that the reward points on his private medical insurance policy weren’t being updated correctly by Vitality Health Limited (Vitality). He said this has required a disproportionate amount of time and effort on his part. What happened Mr W has a pr... (4 pages)View decision -
Decision Reference DRN-5711848
31 Jul 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5711848 The complaint Mrs R is unhappy that Motability Operations Limited (‘Motability’) refused to allow her to extend the minimum term of hire on a car they’d supplied her. Mrs R has been represented during the claim and complaint process by Mr R. For ease of reference, I will re... (3 pages)View decision -
Decision Reference DRN-5726378
31 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5726378 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (Halifax) was irresponsible in granting him a personal current account overdraft, as it was unaffordable for him. Mr S also complains that his relationship with Halifax was unfair as he was allowed to ... (6 pages)View decision -
Decision Reference DRN-5149935
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5149935 The complaint Mr I complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he lost as a result of what he believes was an ‘Authorised Push Payment’ (‘APP’) property investment scam. Mr I brings his complaint with the assistance of a professional representati... (4 pages)View decision
