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-6055713
14 Jan 2026 British Gas Services Limited UpheldInsuranceDRN-6055713 The complaint Mr M complains about how British Gas Services Limited (“British Gas”) dealt with a claim he made on his home emergency insurance policy after he had problems with his heating. Any reference to British Gas involves its agents. What happened Mr M had a home emer... (4 pages)View decision -
Decision Reference DRN-5976789
14 Jan 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5976789 The complaint Ms K complains that a car she acquired via a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance isn’t of satisfactory quality. Ms K has been assisted in bringing her complaint by a member of her family, however for... (3 pages)View decision -
Decision Reference DRN-5915692
14 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5915692 The complaint Mr A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. What happened Mr A applied for an Aqua credit card in April 2024. In his application, Mr A gave an annual income of £3... (3 pages)View decision -
Decision Reference DRN-6056642
14 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6056642 The complaint Ms J complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY changed her contact number to that of her daughter without her consent. What happened Ms J contacted NatWest in June 2025 concerning a payment she had attempted to make and she found her accou... (2 pages)View decision -
Decision Reference DRN-6078651
14 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6078651 The complaint Mr T’s complaint is, in essence, that Tandem Bank Limited (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding a... (12 pages)View decision -
Decision Reference DRN-6072919
14 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6072919 The complaint Mr B complains that American Express Services Europe Limited (‘Amex’) misrepresented a travel insurance benefit linked to his Platinum charge card. He feels his account was mis- sold. He’s unhappy Amex misadvised him. Mr B wants Amex to refund his Amex card mem... (3 pages)View decision -
Decision Reference DRN-5765703
14 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5765703 The complaint Mr R complains that HSBC UK Bank Plc unreasonably blocked and closed his account, without telling him. What happened Mr R held a basic bank account with HSBC. But in March 2025 they decided to close his account with immediate effect. They sent a letter explain... (2 pages)View decision -
Decision Reference DRN-5255308
14 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5255308 The complaint Mr L is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money lost as a result of fraud. What happened Sadly, Mr L fell victim to a cruel investment scam. After responding to an advert on social media about maki... (7 pages)View decision -
Decision Reference DRN-5804975
14 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5804975 The complaint Mr B complains that Santander UK Plc (Santander) won’t refund money he lost when he fell victim to an investment scam. Mr B is being represented in bringing this complaint. What happened Mr B said that he found an investment opportunity via social media in 20... (5 pages)View decision -
Decision Reference DRN-6077160
14 Jan 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6077160 The complaint Mr V has complained that Liverpool Victoria Insurance Company Limited (LV) failed to correctly update his address around five years ago under his home insurance policy. What happened Mr V contacted LV when he received a renewal quote from it for his home insura... (3 pages)View decision