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 386170 results
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Decision Reference DRN-5946418
17 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5946418 The complaint Mr C complains about a local branch closure and the accuracy of information National Westminster Bank Public Limited Company provided regarding the closure. What happened Mr C complains about the closure of a branch he used several times a year. Mr C explained ... (3 pages)View decision -
Decision Reference DRN-5860834
17 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5860834 The complaint Mr T complains about the service received by Aviva Insurance Limited in relation to a motor insurance policy he took out. What happened Mr T took out a motor insurance policy with Aviva via a broker. He complains about that policy. In summary he said it wasn’t ... (2 pages)View decision -
Decision Reference DRN-5869816
17 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5869816 The complaint Mrs A complains that Barclays Bank UK PLC (“Barclays”), have failed to refund money that she lost as part of an investment scam. What happened Mrs A says that she came across a company that purported to be a company that could recover funds that Mrs A lost in... (2 pages)View decision -
Decision Reference DRN-5995101
17 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5995101 The complaint Ms W is unhappy that THE CO-OPERATIVE BANK P.L.C. will not honour two cash competition prizes it mistakenly told her she’d won. What happened The bank ran a promotion between December 2023 and November 2025. Customers that opted in and made payments using their... (3 pages)View decision -
Decision Reference DRN-5555660
17 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5555660 The complaint Mr A complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam What happened The detailed background to this complaint is well known to both parties, so I’ll only provide a brief overview of some of the ke... (5 pages)View decision -
Decision Reference DRN-5987362
17 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5987362 The complaint Mr M has complained Santander UK plc did not properly count his money when he deposited £179,730 in cash into his savings account. He believes £40,000 was missing. What happened In early January 2024, Mr M went into his Santander branch just to check that they ... (2 pages)View decision -
Decision Reference DRN-5983648
17 Dec 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5983648 The complaint Mr M complains about how a claim was handled by Haven Insurance Company Limited on his commercial motor insurance policy. What happened Mr M held a commercial motor insurance policy with Haven. I’m sorry to hear that he was involved in an accident in May 2024. ... (3 pages)View decision -
Decision Reference DRN-5907608
17 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5907608 The complaint Mr D has complained Wise Payments Limited, trading as Wise, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr D opened an account with Wise in November 2024. After receiving a report from another bank about a fra... (3 pages)View decision -
Decision Reference DRN-5999369
17 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5999369 The complaint Mrs O’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 19... (12 pages)View decision -
Decision Reference DRN-6027856
17 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6027856 The complaint Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (10 pages)View decision
