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-6103124
20 Apr 2026 Salary Finance Limited Not upheldConsumer CreditDRN-6103124 The complaint Mr L complains that Salary Finance Limited, trading as Salary Finance, treated him unfairly when requesting further repayments towards his loan, after he had paid the settlement amount. What happened Mr L took out a loan for £10,000 from Salary Finance in July... (2 pages)View decision -
Decision Reference DRN-5928307
20 Apr 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5928307 The complaint X is unhappy Aviva Insurance Limited (“Aviva”) declined her storm claim under her home insurance policy. She was also disappointed with the handling of the claim. What happened X explained that her roof was damaged on the 24/25th January 2025, including tiles b... (3 pages)View decision -
Decision Reference DRN-6243256
20 Apr 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6243256 The complaint Mr D complains about the way AXA Insurance UK Plc trading as Moja recorded information about him on the Consumer Underwriting Exchange (CUE) database following an incident he reported under his motor insurance policy. What happened Mr D has a motor insurance po... (2 pages)View decision -
Decision Reference DRN-6190986
20 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6190986 The complaint Mr U complains that Monzo Bank Limited loaded a negative fraud marker against him on the National Fraud Database. He’d like the marker removed and compensation for the impact. What happened Mr U had an account with Monzo. On 2 June 2025 Mr U received a payment ... (2 pages)View decision -
Decision Reference DRN-6031825
20 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6031825 The complaint Mrs T complains that Nationwide Building Society, treated her unfairly when her card was declined while she was trying to make a purchase. What happened Mrs T called Nationwide in June 2025, after her card had been declined two days earlier. Nationwide looked ... (2 pages)View decision -
Decision Reference DRN-6104377
20 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6104377 The complaint Mr W has complained that Barclays Bank UK PLC won’t refund the money he says he lost in a scam. What happened In summary, Mr W has said that in summer 2025, he saw an advert on social media for a cryptocurrency investment scheme, which turned out to be a scam. ... (2 pages)View decision -
Decision Reference DRN-6232293
20 Apr 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6232293 The complaint Mr B complains that Motability Operations Limited (“MOL”) wrongfully suspended him from using their services for 24 months. What happened Mr B had been a customer of MOL for many years, where he regularly took out hire agreements with them to acquire cars unde... (3 pages)View decision -
Decision Reference DRN-6145524
20 Apr 2026 TSB Bank plc UpheldBanking and PaymentsDRN-6145524 The complaint Mr T complains that TSB Bank plc has held him liable for a failed cash withdrawal. What happened On 17 September 2025, Mr T says he tried to withdraw £170 from an Automated Teller Machine (ATM) but he says the presented cash was retracted back into the machine.... (3 pages)View decision -
Decision Reference DRN-6296898
20 Apr 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6296898 The complaint Miss D complains that Admiral Insurance (Gibraltar) Limited unfairly declined a claim in relation to the theft of her car on her motor insurance policy. What happened The named driver on Miss D’s policy had started her car. He left it, with the engine running, ... (2 pages)View decision -
Decision Reference DRN-6255896
20 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6255896 The complaint Mr A complains that National Westminster Bank Public Limited Company (NatWest) acted irresponsibly when they agreed to lend to him. What happened In July 2022, Mr A successfully applied for a credit card with NatWest for £8,300. Mr A doesn’t think that NatWest... (3 pages)View decision