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 382297 results
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Decision Reference DRN-5894329
7 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5894329 The complaint Mr H complained that Nationwide Building Society (‘Nationwide’) unfairly blocked his account twice when it had concerns about a credit payment sent to his account. What happened Nationwide placed a block on Mr H’s account when it had reason to suspect potentia... (2 pages)View decision -
Decision Reference DRN-5867802
7 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5867802 The complaint Mr M has complained about the sum Advantage Insurance Company Limited offered in settlement of his motor insurance claim. Mr M’s policy is branded in the name of the insurance intermediary which administers it. But, as the policy underwriter, Advantage is respo... (4 pages)View decision -
Decision Reference DRN-5936193
7 Nov 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5936193 The complaint A limited company, which I’ll refer to as ‘P’, is unhappy that Barclays Bank Plc, trading as Barclaycard, closed its business credit card account because of non-payment. P’s complaint is brought to this service by its director, whom I’ll refer to as ‘Miss K’. ... (4 pages)View decision -
Decision Reference DRN-5623797
7 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5623797 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. For simplicity, I’ll refer to Mr S throughout this decision. What happened The backg... (3 pages)View decision -
Decision Reference DRN-5894774
7 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5894774 The complaint Mr K is unhappy with how Monzo Bank Ltd (Monzo) handled a refund claim he made to them. What happened Mr K used his Monzo debit card to hire a car abroad on 3 December 2024 from a hire car company I shall call ‘L’. However, he says he was subject to several cha... (4 pages)View decision -
Decision Reference DRN-5920063
7 Nov 2025 I Go 4 Ltd. Not upheldInsuranceDRN-5920063 The complaint Miss K complains that I Go 4 Ltd (“I Go 4”) didn’t set up her policy correctly, which meant she was driving without insurance on one of her cars. What happened Miss K searched for a car insurance policy online via a comparison site. She found I Go 4, which is a... (3 pages)View decision -
Decision Reference DRN-5704123
7 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5704123 The complaint Mr D complains that Bank of Scotland plc trading as Halifax recorded adverse information on his credit file in relation to his current account. What happened Mr D holds a current account with Halifax, with an arranged overdraft facility of £3,000. Interest on t... (3 pages)View decision -
Decision Reference DRN-5762637
7 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5762637 The complaint Mr K complains that Santander UK Plc (“Santander”), have failed to refund money that he says he lost as part of an investment scam. What happened Mr K came across a company via social media that purported to be an investment firm, but he says it was actually ... (2 pages)View decision -
Decision Reference DRN-5896019
7 Nov 2025 Arval UK Limited Not upheldConsumer CreditDRN-5896019 The complaint Miss C complains about charges she was asked to pay when she returned a car she had been financing through an agreement with Arval UK Limited (Arval). What happened Miss C took receipt of a new car in July 2021. The car was collected and inspected in May 2025 a... (3 pages)View decision -
Decision Reference DRN-5667958
7 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5667958 The complaint Mr D complains Barclays Bank UK Plc acted unfairly by not refunding a payment he made using his debit card. What happened In July 2024 Mr D booked a hotel stay and flights from an online travel company I’ll refer to as O, for himself and two family members. He ... (4 pages)View decision
