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 388057 results
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Decision Reference DRN-5948893
9 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5948893 The complaint Mr A complains that Santander UK Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known... (4 pages)View decision -
Decision Reference DRN-5963792
9 Dec 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5963792 The complaint Mr O complains that Acromas Insurance Company Limited (Acromas) unfairly declined his claim under a breakdown repair insurance policy. What happened The circumstances of this case are well known to both parties, but in summary, Mr O’s vehicle broke down in Marc... (3 pages)View decision -
Decision Reference DRN-6006718
9 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-6006718 The complaint Mr P complains about the information Santander UK Plc provides him when he goes into an unarranged overdraft. What happened Mr P holds a current account with Santander – the account doesn’t have an arranged overdraft facility, however, he often doesn’t have en... (3 pages)View decision -
Decision Reference DRN-5757057
9 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5757057 The complaint A sole trader, who I’ll refer to as Miss B, complains that Starling Bank Limited failed to assess her ability to repay when agreeing to provide a bounce back loan (”BBL”). What happened Miss B took out a £13,000 BBL in May 2020. Later that year, she successfull... (2 pages)View decision -
Decision Reference DRN-5974240
9 Dec 2025 Monmouthshire Building Society Not upheldMortgagesDRN-5974240 The complaint This complaint’s about three mortgages - one regulated, two unregulated - Mr C and Mrs F hold with Monmouthshire Building Society (MBS). There are several broad strands to the complaint, most of which relate to the level of forbearance MBS provided when Mr C and M... (6 pages)View decision -
Decision Reference DRN-6000109
9 Dec 2025 Nationwide Building Society UpheldMortgagesDRN-6000109 The complaint Miss M complains that Nationwide Building Society paid a demand from the management company of her leasehold property and added the amount to her mortgage balance. What happened Miss M has a mortgage with Nationwide. She’s also in dispute with the property’s ma... (2 pages)View decision -
Decision Reference DRN-5583404
9 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5583404 The complaint Miss R complains that Monzo Bank Ltd unfairly closed her account and loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. Miss R also complains that she received a poor level of service from Monzo. What happened Around July last year... (4 pages)View decision -
Decision Reference DRN-6006727
9 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6006727 The complaint Mrs R complains that Shawbrook Bank Limited acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mrs R purchased a membership from a timeshare ... (2 pages)View decision -
Decision Reference DRN-5938117
9 Dec 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5938117 The complaint Mr and Mrs C are unhappy with the way Intact Insurance UK Limited handled a water damage claim under the property owners insurance policy covering their flat. What happened In July 2024 Mr and Mrs C contacted the management company of their block of flats about... (3 pages)View decision -
Decision Reference DRN-5973145
9 Dec 2025 West Bromwich Building Society Not upheldBanking and PaymentsDRN-5973145 The complaint This complaint is about West Bromwich Building Society (‘the Society’) not allowing named account holders access to funds in their joint savings account. The account was held in the name of Mrs S and Ms S and Ms S held a Power of Attorney registered with the So... (6 pages)View decision