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
-
Decision Reference DRN-6183424
22 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6183424 The complaint Miss M complains that National Westminster Bank plc (‘Nat West’) acted irresponsibly in the way it provided her with an overdraft facility of £500 in May 2023 and then went on to increase the overdraft limit in June 2024 to £5,000. What happened The details of... (2 pages)View decision -
Decision Reference DRN-6253858
22 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6253858 The complaint Miss G complains about how Barclays Bank UK PLC treated her after she was informed of an error. What happened Two years after Miss G closed her accounts with Barclays, they wrote to her to advise they had made an error and needed to refund her £63.98. The lett... (3 pages)View decision -
Decision Reference DRN-6287257
22 Apr 2026 Royal London Mutual Insurance Society, Limited (THE) Not upheldInsuranceDRN-6287257 The complaint Mr G complains that Royal London Mutual Insurance Society, Limited (THE) trading as Scottish Provident (‘Scottish Provident’) failed to disclose initial and ongoing commission paid to the firm who sold his term assurance policy. What happened In 2010, Mr G was... (3 pages)View decision -
Decision Reference DRN-6086524
22 Apr 2026 Aviva Insurance Limited UpheldInsuranceDRN-6086524 The complaint Ms P complains that Aviva Insurance Limited misdiagnosed an issue with her boiler which led to it avoidably being declared beyond economical to repair (BER). What happened The details of this complaint are well known to both parties, so I will not repeat them ... (3 pages)View decision -
Decision Reference DRN-6172059
22 Apr 2026 First Central Insurance Management Limited Not upheldInsuranceDRN-6172059 The complaint Mr W complains that First Central Insurance Management Limited (“First Central”) treated him unfairly in relation to his motor insurance policy. What happened In October 2025, Mr W acquired a small car that had first been registered in 2013. On 19 October 202... (3 pages)View decision -
Decision Reference DRN-6299854
22 Apr 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6299854 The complaint Mr D complains that PayPal UK Ltd trading as PayPal charged his bank account for a transaction of £5,198.00 when he had selected PayPal Credit as his chosen funding source. What happened On 29 September 2025 Mr D used his PayPal account to make a purchase of £5... (3 pages)View decision -
Decision Reference DRN-6308180
22 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6308180 The complaint Mr T complains that Monzo Bank Ltd (as the recipient bank) didn’t do enough to prevent the loss he suffered when he was the victim of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overvi... (3 pages)View decision -
Decision Reference DRN-5918681
22 Apr 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5918681 Complaint Miss S has essentially complained that Nationwide Building Society (“Nationwide”) unfairly provided her with an overdraft that was unaffordable. She also says that it continued applying charges to her overdraft even after it should have realised that she was in fi... (4 pages)View decision -
Decision Reference DRN-6291971
22 Apr 2026 Experian Limited Not upheldConsumer CreditDRN-6291971 The complaint Miss J complains Experian Limited incorrectly added another person’s information to her credit file. What happened On 10 December 2025 Miss J told us she’d complained to Experian recently as she’d noticed information on her credit file which related to someone ... (3 pages)View decision -
Decision Reference DRN-6262911
21 Apr 2026 Janus Henderson Fund Management UK Limited Not upheldInvestmentsDRN-6262911 The complaint Mr D complains that Janus Henderson Fund Management UK Limited (‘JH’) has failed to correctly resolve an error it made when transferring funds within his investment account. What happened On 3 March 2025, JH received a fund switch request from Mr D to move £2,... (3 pages)View decision