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 393318 results
-
Decision Reference DRN-6007015
16 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6007015 The complaint Mr A feels let down by Barclays Bank UK PLC after his account was blocked and his requests, including a Subject Access Request (SAR) were poorly managed. He wants Barclays to apologise, admit its mistake in initially refusing to unblock his account, and provide... (4 pages)View decision -
Decision Reference DRN-5985280
16 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5985280 The complaint Mr and Mrs C complain about the amount Aviva Insurance Limited charged for their buildings insurance policy. Mr C has primarily dealt with the matter, so I’ll refer to him on behalf of Mrs C for ease of reading. Reference to Aviva includes its agents and repre... (2 pages)View decision -
Decision Reference DRN-5998401
16 Jan 2026 Spreadex Limited Not upheldInvestmentsDRN-5998401 The complaint Mr T complains that Spreadex Limited unfairly restricted his account and caused him a financial loss. What happened Spreadex restricted Mr T’s trading account in June 2024. Mr T is unhappy that it did so without notifying him and because Spreadex didn’t explain... (4 pages)View decision -
Decision Reference DRN-6060305
16 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6060305 The complaint Mr M complains Monzo Bank Ltd unfairly defaulted his current account due to an outstanding overdraft. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In summary, Mr M opened a current account w... (2 pages)View decision -
Decision Reference DRN-5642793
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5642793 The complaint Mr and Mrs S complain that Barclays Bank UK PLC declined to refund them when they lost £33,500 as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But... (3 pages)View decision -
Decision Reference DRN-6034974
16 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6034974 The complaint Miss G has complained about Bank of Scotland plc trading as Halifax not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summa... (4 pages)View decision -
Decision Reference DRN-6015226
16 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6015226 The complaint Miss G has complained about Revolut Ltd not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Miss G fell victim to a ... (3 pages)View decision -
Decision Reference DRN-6082848
16 Jan 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6082848 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance 1 (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 197... (14 pages)View decision -
Decision Reference DRN-5885237
16 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5885237 The complaint Mr T complains that National Westminster Bank PLC unreasonably blocked an outgoing payment and restricted his account. Mr T says this caused him distress, inconvenience and a financial loss. What happened Mr T tried to send funds from his NatWest account to pay... (4 pages)View decision -
Decision Reference DRN-5922000
16 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5922000 The complaint Following a claim for an escape water, Mr and Mrs R are unhappy that Lloyds Bank General Insurance Limited avoided their home insurance policy due to alleged misrepresentation and sought to recover some of the claim costs from them. They are also unhappy that w... (5 pages)View decision