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 378559 results
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Decision Reference DRN-5863158
29 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5863158 The complaint Mr S complains about actions taken by Santander UK Plc (‘Santander’). And he feels that Santander’s complaint handlers discriminated against him during phone calls by ignoring the fact he has particular requirements following a life-changing health event in disreg... (5 pages)View decision -
Decision Reference DRN-5536750
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5536750 The complaint Mx C complains that Barclays Bank UK PLC, trading as Barclaycard, hasn’t honoured an offer it made her in relation to a claim she made on her credit card account. What happened Mx C paid for the supply and fit of some blinds using her Barclaycard credit card. Mx C... (4 pages)View decision -
Decision Reference DRN-5839775
6 Oct 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5839775 The complaint Mrs S complains that Lloyds Bank General Insurance Limited trading as MBNA (“Lloyds”) unfairly declined her claim and cancelled her home insurance policy. Mrs S is being represented with this complaint. But for ease, I will refer to all actions and comments as tho... (3 pages)View decision -
Decision Reference DRN-5740894
4 Oct 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5740894 The complaint Mr and Mrs S have complained in their capacity as directors of limited company “F”, about Accelerant Insurance Europe SA/NV UK Branch (“Accelerant”) and its handling of a building insurance claim, following damage caused by an ingress of water. What happened In... (5 pages)View decision -
Decision Reference DRN-5619634
4 Oct 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5619634 The complaint Mrs J complains that Metro Bank Plc (Metro) won’t provide her with a refund after she became victim of a cryptocurrency investment recovery scam. Mrs J is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed ba... (6 pages)View decision -
Decision Reference DRN-5683554
4 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5683554 The complaint Ms W complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to an investment scam. Ms W is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to this complaint is well k... (7 pages)View decision -
Decision Reference DRN-5519995
3 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5519995 The complaint Mr H is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr H has explained that between June and July 2024 he made... (4 pages)View decision -
Decision Reference DRN-5859741
3 Oct 2025 SUCCESSION WEALTH MANAGEMENT LIMITED UpheldInvestmentsDRN-5859741 The complaint Mrs V complains that Succession Wealth Management Limited (“SWM”) unfairly charged her a monthly retainer fee. What happened Mrs V had been a client of a financial adviser, who I’ll call Mr X, for some years. Mr X had two companies – A1 and A2. A1 was a regulat... (5 pages)View decision -
Decision Reference DRN-5859667
3 Oct 2025 SUCCESSION WEALTH MANAGEMENT LIMITED UpheldInvestmentsDRN-5859667 The complaint Mr L and Mrs L complain that Succession Wealth Management Limited (“SWM”) unfairly charged them a monthly retainer fee. Mr and Mrs L paid this fee through their limited company, L. But for ease I’ll refer to Mr and Mrs L throughout. What happened Mr and Mrs L h... (5 pages)View decision -
Decision Reference DRN-5859640
3 Oct 2025 SUCCESSION WEALTH MANAGEMENT LIMITED UpheldInvestmentsDRN-5859640 The complaint Mr and Mrs A complain that Succession Wealth Management Limited (“SWM”) unfairly charged them a monthly retainer fee. What happened Mr and Mrs A had been clients of a financial adviser, who I’ll call Mr X, for some years. Mr X had two companies – A1 and A2. A1 ... (5 pages)View decision
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