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 381196 results
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Decision Reference DRN-5907507
27 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5907507 The complaint Mr S is unhappy with how Santander UK Plc handled a chargeback for goods he bought using his debit card. What happened I issued my provisional findings to both parties setting out why I did not think Mr S’s complaint should be upheld and invited both parties t... (4 pages)View decision -
Decision Reference DRN-5769657
27 Oct 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5769657 The complaint Mr P complains that Zopa Bank Limited irresponsibly lent to him. What happened Mr P was approved for a Zopa credit card in October 2022, with a £600 credit limit. Mr P says this was irresponsibly lent to him. Mr P made a complaint to Zopa, who did not uphold hi... (3 pages)View decision -
Decision Reference DRN-5854040
27 Oct 2025 Robinhood U.K. Ltd UpheldInvestmentsDRN-5854040 The complaint Mr R complains that Robinhood U.K. Ltd didn’t act on his instructions to urgently restrict his access to his share dealing account. He says the delay in implementing restrictions caused him emotional damage and he wants compensation of £25,000. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5536955
27 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5536955 The complaint Mr N has complained about the actions of National Westminster Bank Public Limited company (NatWest) after he was the victim of a scam. What happened My understanding of Mr N’s complaint is that he made the following payments as the result of a scam. Mr N has ... (3 pages)View decision -
Decision Reference DRN-5736194
27 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5736194 The complaint Mr A said U K Insurance Limited’s (“UKI”) poor communication resulted in unwanted emails and text messages, following a claim he made under his motor insurance policy. References to UKI include its agents and contractors. What happened Mr A was involved in a ca... (3 pages)View decision -
Decision Reference DRN-5901766
27 Oct 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5901766 The complaint E complains that OneSavings Bank Plc trading as Kent Reliance overcharged interest on its Mortgages following the Bank of England base rate change in February 2025. What happened Mr S is a director of a limited company I’ll call E. At the time of the event com... (4 pages)View decision -
Decision Reference DRN-5824887
27 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5824887 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary,... (4 pages)View decision -
Decision Reference DRN-5837685
27 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5837685 The complaint Mrs D is complaining about the way British Gas Insurance Limited handled a claim she made on her landlord home emergency policy. Mrs D has largely been represented by her daughter throughout this claim and complaint, but for ease of reference I shall largely re... (2 pages)View decision -
Decision Reference DRN-5906998
27 Oct 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5906998 The complaint Mrs W complains about the amount Tesco Underwriting Limited (Tesco) has paid to settle the claim she made under her home insurance policy. Mrs W is being represented in this complaint, but as Mrs W is the policyholder, and for ease, I’ve referred to her through... (5 pages)View decision -
Decision Reference DRN-5721889
27 Oct 2025 Rightcard Payment Services Limited UpheldBanking and PaymentsDRN-5721889 The complaint Miss E has complained that Rightcard Payment Services Limited, trading as Lemfi, won’t refund money she says she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will fo... (2 pages)View decision
