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 401363 results
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Decision Reference DRN-5930580
18 Mar 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5930580 The complaint Mr F complains that The Royal Bank of Scotland Plc (‘RBS’) acted irresponsibly by providing him with, and increasing the limit on, a credit card. What happened In August 2015, RBS approved Mr F’s application for a credit card, giving him a limit of £4,550. The... (3 pages)View decision -
Decision Reference DRN-6039271
18 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6039271 The complaint Mr H is unhappy that Monzo Bank Ltd (‘Monzo’) won’t refund him when he was the victim of a scam. What happened Both parties are aware of the facts in this case, so I will provide a brief summary: Mr H made payments totalling around £200,000 overall to invest i... (3 pages)View decision -
Decision Reference DRN-6059113
18 Mar 2026 Paragon Bank Plc UpheldBanking and PaymentsDRN-6059113 The complaint Mr R complains that Paragon Bank Plc took too long to action his transfer of funds into an individual savings account (ISA). What happened In August 2024 Mr R opened an ISA with Paragon. He planned to transfer funds from an ISA he held with another business – a... (3 pages)View decision -
Decision Reference DRN-5917086
18 Mar 2026 Yorkshire Building Society UpheldBanking and PaymentsDRN-5917086 The complaint Mr M complained because Yorkshire Building Society (YBS) refused to refund him for a payment he made to a cryptocurrency organisation. What happened In early 2024, Mr M opened a crypto account with what he believed was a large European exchange group. He also ... (5 pages)View decision -
Decision Reference DRN-6232454
18 Mar 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6232454 The complaint Miss Z is complaining that Starling Bank Limited hasn’t refunded payments that were made when she fell victim to a scam. What happened The circumstances of the scam and complaint are known to both parties, so I’ll only summarise them here. Miss Z received a cal... (3 pages)View decision -
Decision Reference DRN-6037624
18 Mar 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6037624 The complaint Dr B and Mrs B complained about the way AXA Insurance UK Plc dealt with a claim they made for flood damage under their buildings insurance policy. Dr B and Mrs B are both party to this complaint. For ease of reference, I have referred to Dr B throughout this d... (3 pages)View decision -
Decision Reference DRN-6190159
18 Mar 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6190159 The complaint Mr O complains on behalf of D a limited company about the service received from Starling Bank Limited (“Starling”) in relation to information it requested for its know your customer (KYC) checks. Mr O believes much of the information requested is beyond what is... (3 pages)View decision -
Decision Reference DRN-6059440
18 Mar 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6059440 The complaint Mr A and Miss F complain about how Admiral Insurance (Gibraltar) (“Admiral”) handled a claim under their car insurance policy. What happened Mr A and Miss F had a motor insurance policy with Admiral covering their car. In May 2025 they were involved in a collis... (3 pages)View decision -
Decision Reference DRN-6232826
18 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6232826 The complaint Mr T’s complaint is, in essence, that Clydesdale Financial Services 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’) ... (11 pages)View decision -
Decision Reference DRN-5999886
18 Mar 2026 Nationwide Building Society UpheldConsumer CreditDRN-5999886 The complaint Mr O complains that Nationwide Building Society should not have given him a personal loan. He says he was already using his overdraft a lot and he also had a credit card with the bank. He says the loan was said to be for consolidation but it was too small to he... (3 pages)View decision