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 375120 results
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Decision Reference DRN-5484762
21 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5484762 The complaint Miss M complains Barclays Bank UK PLC trading as Tesco Bank (Tesco) failed to undertake sufficient financial checks before it approved a credit card account for her. What happened Miss M says Tesco approved a credit card account for her in June 2020, with an in... (4 pages)View decision -
Decision Reference DRN-5514475
21 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5514475 The complaint Mr A complains that National Westminster Bank Public Limited Company (‘NatWest’) delayed crediting an international payment to his account. What happened In August 2024, Mr A was expecting an international payment to his NatWest account. The payment itself wa... (4 pages)View decision -
Decision Reference DRN-5538690
21 Jul 2025 esure Insurance Limited Not upheldInsuranceDRN-5538690 The complaint Mr and Mrs R complained that esure Insurance Limited (“esure”) declined to pay them directly for the cost of repairs to their car following an accident, under Mr R’s motor insurance policy. I’ll refer to Mr R in my decision for ease. What happened Following an ... (3 pages)View decision -
Decision Reference DRN-5026068
21 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5026068 The complaint Mr L is complaining that Bank of Scotland plc trading as Halifax (Halifax) didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr L here. What... (3 pages)View decision -
Decision Reference DRN-5669612
21 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5669612 The complaint Mrs D complains Clydesdale Bank plc (trading as Virgin Money) should have done more to help her get her money back for a holiday she booked that went wrong. What happened As both sides already know what happened, I’ve only summarised the key events below. In ... (7 pages)View decision -
Decision Reference DRN-5602748
21 Jul 2025 IWP Financial Planning Limited Not upheldPensions and AnnuitiesDRN-5602748 The complaint Mr M says IWP Financial Planning Limited trading as Alexander Grace (‘AG’) is responsible for the mismanagement of his portfolios since 2016, leading to their underperformance and a financial loss that he seeks to recover. What happened His complaint relates t... (13 pages)View decision -
Decision Reference DRN-5659363
21 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5659363 The complaint Mr K and Mrs T complain about AXA Insurance UK Plc’s handling of a claim under their home insurance policy. AXA has been represented by its agents during the claim. All references to AXA include its agents. What happened Mr K and Mrs T had a home insurance polic... (4 pages)View decision -
Decision Reference DRN-5547554
21 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5547554 The complaint Mr M complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr M had an account with Monzo. In January 2025, it was credited with payments from ... (3 pages)View decision -
Decision Reference DRN-5573435
21 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5573435 The complaint Mr D1, Mrs D, Ms D, Mr D2 and Mr D3 complained that Aviva Insurance Limited declined their travel insurance claim and mis-sold the policy. As Mr D1 has taken the lead on the claim and complaint I’ll refer to Mr D1 to include all the complainants unless the fac... (3 pages)View decision -
Decision Reference DRN-5704026
21 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5704026 The complaint Mr and Mrs S’s complaint is, in essence, 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 (as amended) (the ‘CCA’) and (2)... (28 pages)View decision
