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-6022774
12 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6022774 The complaint Mr S complains that Nationwide Building Society (Nationwide) is refusing to refund him the amount he lost as the result of two scams. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened T... (5 pages)View decision -
Decision Reference DRN-6218870
12 Mar 2026 Nelson Insurance Company Ltd UpheldInsuranceDRN-6218870 The complaint Mr C is unhappy with the settlement paid out by his commercial vehicle insurer, Nelson Insurance Company Ltd (‘Nelson’), after his car was declared a total loss. He said he was initially offered an amount which he accepted, but ultimately a much lower amount wa... (5 pages)View decision -
Decision Reference DRN-6022806
12 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6022806 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclays (Barclays) is refusing to refund him the amount he lost as the result of two scams. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What... (6 pages)View decision -
Decision Reference DRN-5030777
12 Mar 2026 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5030777 The complaint Mr E is unhappy as he thinks Aviva Life & Pensions UK Limited (‘Aviva) caused delays during the transfer of his stocks and shares Individual Savings Account (‘ISA’), which impacted the transfer value achieved. What happened I've outlined what I think ... (4 pages)View decision -
Decision Reference DRN-6022741
12 Mar 2026 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-6022741 The complaint Mr S complains that Kroo Bank Ltd (Kroo) is refusing to refund him the amount he lost as the result of two scams. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of thi... (4 pages)View decision -
Decision Reference DRN-5889689
12 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5889689 The complaint Miss S complains that Barclays Bank UK Plc won’t refund the money she says she lost to a scam. What happened Miss S was looking to buy a car, and she found one that met her requirements, advertised by a business I will call P. Miss S went to view the car, and ... (3 pages)View decision -
Decision Reference DRN-6156376
12 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6156376 The complaint Mr A complains Monzo Bank Ltd unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both partie... (4 pages)View decision -
Decision Reference DRN-6219123
12 Mar 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6219123 The complaint Mr S complains about the credit agreement he took out with Motability Operations Limited (“Motability”). He says he’s unhappy that Motability have terminated his agreement and repossessed the car. He wants the agreement to be reinstated and the car to be return... (4 pages)View decision -
Decision Reference DRN-6022617
12 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6022617 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he lost as the result of two scams. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decisio... (4 pages)View decision -
Decision Reference DRN-6182925
12 Mar 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6182925 The complaint Miss J complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss J was approved for a Virgin Money credit card in January 2023, with a £2,100 credit limit. Miss J says that this was irresponsibly lent to her. Miss ... (3 pages)View decision