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-5725674
4 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5725674 The complaint Mrs Y complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) declined to cover a claim for a leaking roof under her home emergency insurance policy. Mrs Y is represented in her complaint, but for ease I’ll refer to her throughout. When I mention Admir... (3 pages)View decision -
Decision Reference DRN-5825428
4 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5825428 The complaint Mr S complained about the actions taken by Nationwide Building Society when it stopped a payment he wanted to make and placed a temporary block on his account until he completed further security checks. As a result of the delay this caused, Mr S incurred a fin... (3 pages)View decision -
Decision Reference DRN-5646918
4 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5646918 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo’) registered an adverse Cifas marker against him. What happened Mr H had a current account with Monzo. In January 2022, Monzo closed Mr H’s account with two months’ notice. Mr H complained to Monzo in December 2024, ... (3 pages)View decision -
Decision Reference DRN-5750606
4 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5750606 The complaint Mr F complains that Santander UK Plc unreasonably blocked his online account following a transaction that he made with absolutely no evidence. Mr F would like an apology and compensation between £5,000 and £10,000 due to all the inconvenience caused. What happ... (4 pages)View decision -
Decision Reference DRN-5336300
4 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5336300 The complaint Mr B complains that the car he acquired under a hire purchase agreement with MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality when it was supplied to him. What happened Mr B entered into a hire purchase agreement in May 2024 to acquire a used car... (4 pages)View decision -
Decision Reference DRN-5709223
4 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5709223 Complaint Mr W is unhappy that Nationwide Building Society didn’t reimburse him after he reported falling victim to a scam. Background In 2022, Mr W was introduced to an investment opportunity by a close friend. In this decision, I’ll refer to the company he invested with as... (6 pages)View decision -
Decision Reference DRN-5925947
4 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5925947 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund the money they lost as a result of a scam. The complaint is brought on Mr K’s behalf by a professional representative but for ease of reference I will refer to Mr K throughout t... (5 pages)View decision -
Decision Reference DRN-5916425
4 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5916425 The complaint Mr N is being represented by a claims manager. He’s complaining about Santander UK Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr N fell victim to a cruel investment scam. In February 2022, he used his Santander ac... (3 pages)View decision -
Decision Reference DRN-5620245
4 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5620245 The complaint Mr and Mrs D complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund them the amount they say that they lost as the result of a scam. Mr and Mrs D are being represented by a third party. To keep things simple, I will refer... (3 pages)View decision -
Decision Reference DRN-5802404
4 Nov 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5802404 The complaint Mr B is the trustee of a Pension Plan Small Self-Administer Scheme set up under trust (which I’ll refer to as the ‘SSAS’). He complains that Metro Bank PLC won’t refund the money the SSAS lost when it was the victim of what Mr B feels was a scam. Mr B and the ... (6 pages)View decision
