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-6019283
17 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6019283 The complaint Miss R is unhappy NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (trading as Sainsburys Bank (“Sainsburys”) won't refund a payment charged to her credit card account. What happened In July 2025, Miss R noticed a payment of £129.90 had been charged to her... (3 pages)View decision -
Decision Reference DRN-6077656
17 Mar 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6077656 The complaint Mr F and Ms R are unhappy that Inter Partner Assistance SA (IPA) declined their travel insurance claim. They’re also unhappy with how the claim was handled by IPA. What happened On 15 June 2025, Mr F and Ms R took out a single trip travel insurance policy, whic... (5 pages)View decision -
Decision Reference DRN-6223391
17 Mar 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6223391 The complaint Mr O in unhappy with how American Express Services Europe Limited (‘Amex’) handled a dispute he raised with it following transactions on his credit card account. What happened The background to this complaint and my initial conclusions were set out in my provis... (3 pages)View decision -
Decision Reference DRN-5308081
17 Mar 2026 Westerby Trustee Services Limited Not upheldPensions and AnnuitiesDRN-5308081 The complaint Mr L is unhappy as he feels Westerby Trustee Services Limited (‘Westerby’) failed to undertake sufficient due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) and Needlesmart Limited (‘Needlesmart’) investment applications. What happened ... (7 pages)View decision -
Decision Reference DRN-6119558
17 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6119558 The complaint Miss M complains that Barclays Bank UK PLC won’t refund the money she says she’s lost to a scam. What happened In September 2025, Miss M paid a total of £1,777 from her Barclays account for a specialist aesthetics training course provided by a company I’ll refe... (2 pages)View decision -
Decision Reference DRN-6061209
17 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6061209 The complaint Ms C has complained about how Revolut Ltd (Revolut) handled her request for a refund for a transaction. What happened In August 2025, Ms C made a payment of over £1,000.00 for goods to a merchant using her Revolut debit card. Ms C says that when she received ... (4 pages)View decision -
Decision Reference DRN-5964210
17 Mar 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5964210 The complaint Miss H and Mr N have complained about how Aviva Insurance Limited handled a claim they made on their motor insurance policy. Where I refer to Aviva below, this includes actions of their agents. What happened Miss H and Mr N’s vehicle was involved in an accident... (2 pages)View decision -
Decision Reference DRN-5954638
17 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5954638 The complaint Mr B complains that NewDay Ltd trading as Aqua irresponsibly provided him with an unaffordable credit card. What happened NewDay provided Mr B with a credit card on the terms I’ve set out in the table below: Date Event details Credit limit July 2015 Original c... (4 pages)View decision -
Decision Reference DRN-6210037
17 Mar 2026 Countrywide Principal Services Limited Not upheldMortgagesDRN-6210037 The complaint Miss L complains that Countrywide Principal Services Limited trading as Countrywide Mortgage Services didn’t advise her to obtain a survey of her property. Since buying the property, she’s discovered it has significant defects. Miss L says she was unfairly pres... (4 pages)View decision -
Decision Reference DRN-6218973
17 Mar 2026 Fintern Ltd Not upheldConsumer CreditDRN-6218973 The complaint Fintern Ltd, trading as Abound, provided Mrs K with a loan for £8,000 over 61 months in June 2024. The monthly repayments were £239.73. Mrs K says the loan was provided irresponsibly. What happened The details of this complaint are well-known to both parties, ... (2 pages)View decision