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
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Decision Reference DRN-6153414
19 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6153414 The complaint Mr A complains that Revolut Ltd failed to identify that he had a gambling problem and failed to offer support. What happened Mr A contacted Revolut by phone in October 2025. He told the advisers that he had spent over £6,000 on gaming, and that the company he t... (3 pages)View decision -
Decision Reference DRN-5907901
19 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5907901 The complaint Mr H complains that Santander UK Plc hasn’t refunded him after he fell victim to an investment scam. What happened Mr H was searching for investment opportunities online when he came across a business I’ll refer to as “S”. S was offering fixed-rate bonds. Mr H ... (5 pages)View decision -
Decision Reference DRN-6153537
19 Feb 2026 Great Lakes Insurance UK Limited UpheldInsuranceDRN-6153537 The complaint Mr and Mrs C complain because Great Lakes Insurance UK Limited (‘Great Lakes’) hasn’t paid a cancellation claim under their travel insurance policy. All references to Great Lakes include the agents appointed to handle claims and complaints on its behalf. What h... (3 pages)View decision -
Decision Reference DRN-5983716
19 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5983716 The complaint Mr S has complained about the way Bank of Scotland plc trading as Halifax (‘Halifax’) dealt with his claim for money back in relation to a transaction made on his credit card. What happened In late April 2025 Mr S hired a car from a business I’ll call M whilst... (4 pages)View decision -
Decision Reference DRN-5970307
19 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5970307 The complaint Ms S complains that Monzo Bank Ltd (Monzo) has failed to treat her fairly while she’s been experiencing financial difficulties, which impacted her ability to repay her personal current account overdraft. She’s unhappy that Monzo defaulted the account, and that ... (3 pages)View decision -
Decision Reference DRN-6042604
19 Feb 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6042604 The complaint Mr J is unhappy that Inter Partner Assistance SA (‘IPA’) declined a claim made on his annual, multi-trip, ‘bronze’ travel insurance policy (‘the policy’). The claim was in connection with Mr J needing treatment abroad, whilst on holiday and the associated expen... (3 pages)View decision -
Decision Reference DRN-6158696
19 Feb 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-6158696 The complaint Mr H is unhappy with the service provided by Tesco Underwriting Limited (TUI) following a claim he made on his car insurance policy. What happened Mr H’s car was involved in an incident. TUI arranged for Mr H’s car to be inspected and told Mr H that it would b... (4 pages)View decision -
Decision Reference DRN-5894212
19 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5894212 The complaint Ms W complains that Revolut Ltd (“Revolut”) failed to refund money that she lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on giving the r... (3 pages)View decision -
Decision Reference DRN-6094394
19 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6094394 The complaint Mr M’s complaint is, in essence, that Tandem Bank Limited (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 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (11 pages)View decision -
Decision Reference DRN-6113281
19 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6113281 The complaint Mrs C, has complained that Bank of Scotland plc trading as Halifax to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I wi... (4 pages)View decision