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-6065672
17 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6065672 The complaint Mr P says HSBC UK Bank Plc, trading as first direct, should take into account that health conditions prevented him from qualifying for its account switching incentive. What happened Mr P was required to make five debit card transactions within the first 45 days... (2 pages)View decision -
Decision Reference DRN-6080278
17 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6080278 The complaint Mr H complains that Barclays Bank UK PLC, trading as Tesco Bank, unfairly administered his credit card. What happened Mr H holds a credit card with Tesco Bank; it was opened in July 2025, and Mr H took advantage of a 0% balance transfer offer. Mr H made some ... (3 pages)View decision -
Decision Reference DRN-6065565
17 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6065565 The complaint Mr M complains that MONZO BANK LIMITED (“Monzo”) won’t reimburse money he lost to what he believes is an Authorised Push Payment (APP) scam. What happened Mr M says that in August 2025, tradesmen knocked on his door and offered to clean his front drive and pat... (3 pages)View decision -
Decision Reference DRN-6089813
17 Apr 2026 U K Insurance Limited Not upheldInsuranceDRN-6089813 The complaint Mr G has complained about his property insurer U K Insurance Ltd. He feels its given poor service during a damage claim, which has caused prolonged disruption and has had a significant emotional impact. What happened There was a water leak at Mr G’s home. Dama... (2 pages)View decision -
Decision Reference DRN-6225129
17 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6225129 The complaint Ms S is unhappy that Santander UK Plc won’t refund payments she made because of a task- based scam. What happened I won’t repeat all the facts of Ms S’s complaint, as they are well known to the parties. I will provide a short summary though, and where we are a... (3 pages)View decision -
Decision Reference DRN-6185996
17 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6185996 The complaint Mr K is unhappy Nationwide Building Society didn’t raise a chargeback for a car he bought using his debit card. Mr K has been represented at times by a relative. To keep things simple, I’ve only referred to Mr K throughout my decision, even when his relative ac... (3 pages)View decision -
Decision Reference DRN-6074557
17 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6074557 The complaint Mr F complains Revolut Ltd hasn’t provided him with a refund relating to a transaction made using his Revolut account. What happened In December 2024, Mr F made a purchase to an overseas auction house, I’ll refer to as “P”. He paid CHF 6,592.50 for a magnum of... (4 pages)View decision -
Decision Reference DRN-6195877
17 Apr 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6195877 The complaint Mr F complains about the amount Aviva Insurance Limited paid to settle a claim he made on his buildings insurance policy. Reference to Aviva includes its agents. Settlement figures have been rounded for simplicity. What I’ve decided – and why I’ve considered ... (3 pages)View decision -
Decision Reference DRN-6056049
17 Apr 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6056049 The complaint Mrs M has complained about her horsebox insurer AXA Insurance UK Plc because, in her view, it undervalued her stolen vehicle. What happened Ms M’s horsebox, which comprised a driver’s cab, human living space and stalls for two horses, was stolen in July 2025... (3 pages)View decision -
Decision Reference DRN-6102844
17 Apr 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6102844 The complaint Mr and Mrs L complained that Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined to provide alternative accommodation (“AA”) after a storm damaged their home. What happened Mr and Mrs L said LV accepted their claim for storm damage to their ro... (2 pages)View decision