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 381194 results
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Decision Reference DRN-5686293
4 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5686293 The complaint Mr C and Mr D, a business partnership, are unhappy that National Westminster Bank Public Limited Company (“NatWest”) consider them personally liable for an outstanding Bounce Back Loan (“BBL”) debt. What happened In December 2020, the Partnership successfully a... (2 pages)View decision -
Decision Reference DRN-5916961
4 Nov 2025 Alphabet (GB) Ltd Not upheldConsumer CreditDRN-5916961 The complaint Mr L complains about a car supplied to him using a hire agreement with Alphabet (GB) Ltd (“Alphabet”). What happened In February 2024, Mr L acquired a car using a hire agreement with Alphabet. The initial rental payment was £1,005.24, followed by 23 regular, m... (3 pages)View decision -
Decision Reference DRN-5904345
4 Nov 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5904345 The complaint Mr K complains that Legal and General Assurance Society Limited (L&G) failed to provide him with the full value of the pension he held with it. He said his pension was worth £1,300 in 1982, but he only received £320 when he cashed it in. To put things right... (5 pages)View decision -
Decision Reference DRN-5258619
4 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5258619 Complaint Mr S is unhappy that Monzo Bank Ltd didn’t reimburse him after he reported falling victim to a scam. Background The background to this case is well known to the parties, so I will only summarise the key facts. In early 2024, Mr S fell victim to a job scam. He was a... (4 pages)View decision -
Decision Reference DRN-5899119
4 Nov 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5899119 The complaint Mr A has complained that British Gas Insurance Limited (“British Gas”) hasn’t repaired his boiler under a Home Care policy. What happened Mr A has a Home Care insurance policy with a British Gas which includes central heating breakdown cover. This cover offers ... (2 pages)View decision -
Decision Reference DRN-5913955
4 Nov 2025 British Gas Services Limited Not upheldInsuranceDRN-5913955 The complaint Mr S has complained on behalf of E, a limited company, about the service it received from British Gas Services Limited trading as British Gas (BG) under a home emergency policy. What happened E had home emergency cover with BG which included an annual boiler se... (2 pages)View decision -
Decision Reference DRN-5925413
4 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5925413 The complaint Mr C complains that the car he acquired through Lendable Ltd, trading as Autolend wasn’t of satisfactory quality. He wants Autolend to pay for the cost of a replacement engine. What happened Mr C entered into a hire purchase agreement in November 2023 for a use... (6 pages)View decision -
Decision Reference DRN-5884053
4 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5884053 The complaint Ms S says Santander UK PLC refuses to refund her for a transaction on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Ms S says her bag was sna... (2 pages)View decision -
Decision Reference DRN-5734946
4 Nov 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5734946 The complaint Mr B complained about the way Clydesdale Bank Plc trading as Virgin Money (Virgin Money) dealt with a claim for a refund for a package holiday he bought using his credit card. What happened The circumstances of the complaint are well known to the parties, so I... (4 pages)View decision -
Decision Reference DRN-5680937
4 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5680937 The complaint Mr K complains Barclays Bank UK PLC had two customer profiles for him which caused him problems passing through security meaning he couldn’t use his telephone banking or online banking or see his accounts on his app. He complains this led to poor customer servi... (2 pages)View decision
