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 386169 results
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Decision Reference DRN-5976528
27 Nov 2025 Phoenix Life Limited UpheldInsuranceDRN-5976528 The complaint Mr K complains about the way Phoenix Life Limited has dealt with his enquiries to help establish if a pay-out is due on a savings policy in his name. He is unhappy it hasn’t been able to provide a definitive answer on what happened to the policy. What happened... (4 pages)View decision -
Decision Reference DRN-5981712
27 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5981712 The complaint Mr A complains that Nationwide Building Society has not honoured a current account switch incentive payment. What happened In May 2025, Nationwide was offering a £200 incentive payment to customers switching a bank account to it. The process involved customers... (3 pages)View decision -
Decision Reference DRN-5898136
27 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5898136 The complaint Mr E is unhappy Monzo Bank Ltd stopped him from making a payment and then restricted and closed his account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr E held a Monzo account... (3 pages)View decision -
Decision Reference DRN-5356253
27 Nov 2025 Currencies Direct Limited Not upheldBanking and PaymentsDRN-5356253 The complaint Miss B complains Currencies Direct Limited (“CDL”) asked for unreasonable information as part of its compliance checks after agreeing a deal for foreign exchange to be sent to her friend overseas. And because of this she had to cancel and reverse the transactio... (4 pages)View decision -
Decision Reference DRN-5925249
27 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5925249 The complaint Miss J complains about the way in which Barclays Bank UK PLC trading as Barclaycard handled her personal data. What happened Miss J holds a credit card account with Barclays. In or around May 2025 Miss J received text messages meant for another customer. Miss J... (2 pages)View decision -
Decision Reference DRN-5697173
27 Nov 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5697173 The complaint Miss S complains about a refund of a monthly repayment she made to Close Brothers Limited trading as Close Brothers Premium Finance (“CBPF”) on a credit agreement she held with them. What happened In August 2024, Miss S renewed an insurance policy she held wit... (4 pages)View decision -
Decision Reference DRN-5590672
27 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5590672 The complaint Mrs C complains about the actions of HSBC UK Bank Plc when she lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In total Mrs C s... (3 pages)View decision -
Decision Reference DRN-5874968
27 Nov 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5874968 The complaint Mr P is unhappy that Legal and General Assurance Society Limited have declined a claim he’s made on his former employer’s group critical illness scheme. What happened Mr P made a claim on his former employer’s group critical illness policy following a diagnosis... (3 pages)View decision -
Decision Reference DRN-5959353
27 Nov 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5959353 The complaint Mrs S complains about the quality of a car that was supplied through a hire purchase agreement with Marsh Finance & Commercial Limited (MFCL). Mrs S has been represented on this complaint. But to keep things simple I’ll only refer to Mrs S in my decision. W... (4 pages)View decision -
Decision Reference DRN-5756438
27 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5756438 The complaint Miss H has complained about the way a claim she made following a burglary was handled by Admiral Insurance (Gibraltar) Limited. She also complained about the way it communicated with her about missed payments under her home insurance policy. All reference to th... (3 pages)View decision
