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
-
Decision Reference DRN-5910474
14 Jan 2026 FCE Bank Plc Not upheldBanking and PaymentsDRN-5910474 The complaint Mr A complains that FCE Bank Plc, trading as Ford Money, was unclear about the interest rates on his flexible saver accounts and provided poor service to his enquiries. What happened Mr A holds six flexible saver accounts with Ford Money. He received notificat... (2 pages)View decision -
Decision Reference DRN-6003565
14 Jan 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-6003565 The complaint Mr H is unhappy with the service he received from AXA PPP Healthcare Limited trading as AXA Health and that they didn’t cover his claim for a medical device. What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN-5388426
14 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5388426 The complaint Mrs A complains that Revolut Ltd (“Revolut”) won’t refund the money she lost after she fell victim to an investment scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mrs A and her mother were approach... (6 pages)View decision -
Decision Reference DRN-6078638
14 Jan 2026 Suffolk Building Society Not upheldBanking and PaymentsDRN-6078638 The complaint Mr B complains that Suffolk Building Society (Suffolk) sent him the incorrect terms and conditions after opening a savings account. What happened Mr B opened a savings account with Suffolk. After the account was opened, Suffolk sent Mr B documents but included... (2 pages)View decision -
Decision Reference DRN-5631720
14 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5631720 The complaint Miss L complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY(“NatWest”) won’t refund her money she lost to what she believed to be a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detai... (5 pages)View decision -
Decision Reference DRN-5996232
14 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5996232 The complaint A limited company, which I’ll refer to as A, complains that Santander UK Plc has introduced a monthly fee for its business bank account. What happened A opened a business account in around 2006 with Abbey National. At the time, the account was marketed as “free... (3 pages)View decision -
Decision Reference DRN-6024537
14 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6024537 The complaint Mrs S, via a representative, has complained that TSB Bank plc (“TSB”) failed to refund the money she lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I wil... (3 pages)View decision -
Decision Reference DRN-6024560
14 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6024560 The complaint Mr and Mrs S, via a representative, has complained that Bank of Scotland plc trading as Halifax (“Halifax”) failed the money they lost as part of an investment scam. I note that this is a joint account, but the person who mainly dealt with the scammers w... (3 pages)View decision -
Decision Reference DRN-6068913
14 Jan 2026 Peacock Insurance Services Limited UpheldInsuranceDRN-6068913 The complaint Mr W has complained that Peacock Insurance Services Limited mis-sold his Motor Trade Insurance policy and that this led to him having a claim he made under it turned down by the insurer. What happened A vehicle belonging to one of Mr W’s customers, which I’ll ... (4 pages)View decision -
Decision Reference DRN-6057355
14 Jan 2026 Tandem Motor Finance Limited UpheldConsumer CreditDRN-6057355 The complaint Mr K complains that a car supplied to him under a hire purchase agreement with Tandem Motor Finance Limited trading as Tandem is of unsatisfactory quality. What happened In March 2025, Mr K entered into a hire purchase agreement with Tandem Motor Finance Limit... (3 pages)View decision