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-6294119
17 Apr 2026 WorldRemit Ltd Not upheldBanking and PaymentsDRN-6294119 The complaint Miss K complains that WorldRemit Ltd will not reimburse the funds she says she lost to a scam. What happened Miss K said that in January 2026 she made a payment of £255 as a result of an impersonation scam she fell victim to. Our Investigator did not uphold the... (2 pages)View decision -
Decision Reference DRN-5781687
17 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5781687 The complaint Mr T has complained Revolut Ltd won’t refund funds which he says were lost as part of a banking error/scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr T says following a req... (2 pages)View decision -
Decision Reference DRN-6221078
17 Apr 2026 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-6221078 The complaint Mrs F’s complained about how AA Underwriting Insurance Company Limited (“AA”) have dealt with the claim she made after there was an escape of water in her home. What happened In autumn 2024, there was a leak from a pipe in Mrs F’s bathroom. Her husband isolate... (3 pages)View decision -
Decision Reference DRN-6277035
17 Apr 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6277035 The complaint Mrs J complains that Starling Bank Limited won’t fully refund money she lost to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mrs J fell victim to a safe account scam in Dece... (3 pages)View decision -
Decision Reference DRN-6062062
17 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6062062 The complaint Mr N is unhappy Nationwide Building Society won’t reimburse him the money he sent to a third-party in relation to a property purchase which he says was a scam. What happened In late 2023, Mr N came across an individual – whom I’ll refer to as M, through social... (3 pages)View decision -
Decision Reference DRN-5963220
17 Apr 2026 U K Insurance Limited Not upheldInsuranceDRN-5963220 The complaint Mrs J and Ms J complained that U K Insurance Limited (“UKI”) unfairly declined a claim for storm damage to their roof, and for internal damage to a ceiling, under their home buildings insurance policy. Mrs J and Ms J are represented by Mr J in their complaint. ... (3 pages)View decision -
Decision Reference DRN-6177467
17 Apr 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6177467 The complaint Miss H complains that Capital One (Europe) plc trading as Capital One defaulted her account during a period of breathing space. She says she wasn’t aware of the risk of defaulting because Capital One didn’t take appropriate steps to inform her of this. What ha... (4 pages)View decision -
Decision Reference DRN-6142128
17 Apr 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-6142128 The complaint Miss J complains that Barclays Bank UK PLC (Barclays) lent to her irresponsibly. What happened Miss J took out a loan with Barclays on 12 September 2019. This was for the consolidation of an existing loan and overdraft. The loan was to be repaid over 102 month... (4 pages)View decision -
Decision Reference DRN-5861722
17 Apr 2026 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5861722 The complaint Mrs A complains that New Wave Capital Ltd, trading as “Capital on Tap”, did not fairly or transparently present a personal guarantee. What happened Mrs A was the director and owner of a limited company, referred to here as “B”. In September 2018, B applied to C... (4 pages)View decision -
Decision Reference DRN-6147882
17 Apr 2026 Arch Insurance (UK) Limited Not upheldInsuranceDRN-6147882 The complaint A limited company, which I will call T Ltd in this decision, has complained about the handling of a claim under its motor trade insura nce policy with Arch Insurance (UK) Limited. Mr C, as Director of T Ltd, has brought the complaint on its behalf. What hap... (5 pages)View decision