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-6241829
20 Apr 2026 Ageas Insurance Limited Not upheldInsuranceDRN-6241829 The complaint Mr D complains about the way Ageas Insurance Limited (Ageas) handled the repairs to his vehicle under his motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In September 20... (3 pages)View decision -
Decision Reference DRN-6205953
20 Apr 2026 Modulr FS Limited Not upheldBanking and PaymentsDRN-6205953 The complaint Mr A complains that Modulr FS Limited, trading as HyperJar Limited, won’t refund an unauthorised transaction carried out from his account. What happened Mr A has an account with HyperJar. Mr A saw an advert on a social media site for a chocolate bundle priced a... (3 pages)View decision -
Decision Reference DRN-6301601
20 Apr 2026 Aviva Insurance Limited UpheldInsuranceDRN-6301601 The complaint Miss M complained that Aviva Insurance Limited (“Aviva”) didn’t offer full indemnity for damage caused by an escape of water, under her home buildings insurance policy. What happened Miss M explained that she is a vulnerable adult caring for two young children... (4 pages)View decision -
Decision Reference DRN-6293591
20 Apr 2026 Trading 212 UK Limited Not upheldInvestmentsDRN-6293591 The complaint Mr J complains that emails he received from Trading 212 UK Limited (‘T212’), prompted him to alter his trading approach which then led to large losses. Mr J would now like T212 to take responsibility for both his investment pot dropping in value by 90 percent a... (9 pages)View decision -
Decision Reference DRN-6265638
20 Apr 2026 British Gas Insurance Limited UpheldInsuranceDRN-6265638 The complaint Mr P has complained about the service he was provided with in relation to his claim under a home emergency insurance policy. What happened The background to this complaint and the issues I can actually consider are well known to the parties, so I am not going t... (2 pages)View decision -
Decision Reference DRN-6289241
20 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6289241 The complaint Mr and Mrs M are complaining that Santander UK Plc hasn’t refunded payments which were made when they fell victim to a scam. What happened Mrs M received a call from someone (the scammer) who said they were from a well-known online retailer. They told her that ... (5 pages)View decision -
Decision Reference DRN-6285361
20 Apr 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6285361 The complaint Mr H complains that Nationwide Building Society (‘Nationwide’) didn’t remove a default from his credit file when they said they would, which caused him problems. Mr H is seeking compensation of around £11,300. What happened In May 2025 Mr H started planning to... (4 pages)View decision -
Decision Reference DRN-6132730
20 Apr 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6132730 The complaint Mr R complains MBNA Limited trading as MBNA acted unfairly by not refunding a payment he made using his credit card. What happened In March 2025, Mr R used his MBNA credit card to pay for a package holiday with a company I’ll refer to as J. He’s said the total ... (5 pages)View decision -
Decision Reference DRN-5996599
20 Apr 2026 MONZO BANK LIMITED UpheldBanking and PaymentsDRN-5996599 The complaint Mr H has complained that Monzo Bank Ltd didn’t do enough regarding gambling transactions on his account. What happened Mr H has explained that from March 2024, there was excessive gambling on his account. He feels Monzo should have picked up on this, and taken ... (2 pages)View decision -
Decision Reference DRN-6242166
20 Apr 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6242166 The complaint Mr R complains about the issues he’s experienced logging into his account with American Express Services Europe Limited (AESEL). What happened Mr R holds a British Airways American Express credit card. Mr R found that he was unable to log into his online accoun... (2 pages)View decision