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-5836802
20 Apr 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5836802 The complaint Miss E complains that Revolut Ltd (“Revolut”) won’t refund all the money she lost to a job scam. What happened The background to this complaint is known to both parties, so I’ll only summarise the key points. In June 2025, Miss E was contacted through a messagi... (3 pages)View decision -
Decision Reference DRN-6154178
20 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6154178 The complaint Mr M complains about NewDay Ltd trading as Marbles (“NewDay”)’s handling of his account. What happened Mr M held two credit card accounts with NewDay – one under the Marbles handle, the other under the handle I’ll refer to as A. In December 2022, NewDay made th... (5 pages)View decision -
Decision Reference DRN-6142175
20 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6142175 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding again... (13 pages)View decision -
Decision Reference DRN-6291318
20 Apr 2026 QIC Europe Ltd Not upheldInsuranceDRN-6291318 The complaint Miss W complains that QIC Europe Ltd declined a claim on her legal expenses insurance. Where I refer to QIC, this includes its agents and claims handlers acting on its behalf. What happened Miss W took out a legal expenses insurance policy, which was underwritt... (3 pages)View decision -
Decision Reference DRN-5938148
20 Apr 2026 HDI Global Specialty SE UpheldInsuranceDRN-5938148 The complaint Mr P has complained about the price HDI Global Speciality SE charged for his pet insurance policy. Reference to HDI includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: • In 2024, Mr P... (3 pages)View decision -
Decision Reference DRN-6261667
20 Apr 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6261667 The complaint Mr M complains about Santander UK Plc after he requested two international payments. Due to the service they provided, Mr M says he suffered significant financial loss and prolonged stress and uncertainty. What happened On a day in September 2025, Mr M instruc... (3 pages)View decision -
Decision Reference DRN-5970153
20 Apr 2026 MARKS AND SPENCER FINANCIAL SERVICES PLC Not upheldConsumer CreditDRN-5970153 The complaint Mr B complains that MARKS AND SPENCER FINANCIAL SERVICES PLC (Marks and Spencer) irresponsibly entered into two fixed sum loan agreements with him. What happened In July 2021, Mr B applied for a loan with Marks and Spencer. He was given a loan for £12,500. The... (3 pages)View decision -
Decision Reference DRN-6070598
20 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6070598 The complaint Mr C has complained that Santander UK Plc reduced his overdraft without telling him, which led to financial issues. What happened Mr C had an overdraft with Santander, which it reduced. Our investigator looked into things, and noted that Santander’s terms and c... (2 pages)View decision -
Decision Reference DRN-6297296
20 Apr 2026 Society of Lloyd's Not upheldInsuranceDRN-6297296 The complaint Mr N complains about Society of Lloyd's (SOL) handling of a claim under a possessions insurance policy. All references to SOL include its agents. What happened Mr N was covered under a possessions insurance policy (the policy) with SOL. In October 2024, th... (3 pages)View decision -
Decision Reference DRN-5992906
20 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-5992906 The complaint Mr M has complained that Monzo Bank Ltd didn’t tell him that having an outstanding overdraft balance after his account was closed would impact his credit file. What happened On 7 May 2025, Monzo wrote to Mr M to say it would be closing his account on 8 July 202... (2 pages)View decision