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 386796 results
-
Decision Reference DRN-5573014
27 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5573014 The complaint Mrs W is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t reimburse money she lost to a scam. Mrs W is represented by a third-party claims firm, but I will refer to Mrs W here. What happened The background to this complaint is wel... (4 pages)View decision -
Decision Reference DRN-5982118
27 Nov 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5982118 The complaint D says PayPal UK Ltd (“PayPal”) refuses to refund it for unauthorised transactions on its account. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them in detail here. In short, D says in August 2024 it noticed over £... (2 pages)View decision -
Decision Reference DRN-5890520
27 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5890520 The complaint Mr S has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr S opened an account with Monzo in January 2024 not long before his seventeenth birthday. In March of that year Monzo received f... (3 pages)View decision -
Decision Reference DRN-5578940
27 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5578940 The complaint Miss S complains HSBC Bank UK Plc unfairly closed her accounts without notice or explanation. Miss S is represented on this complaint by her mother – Mrs F. What happened Miss S held a HSBC Premier account and a HSBC Premier Savings account. On 10 July 2024 ... (4 pages)View decision -
Decision Reference DRN-5806726
27 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5806726 The complaint Ms W is unhappy INTACT INSURANCE UK LIMITED (“INTACT”) will only re-tile the damaged area following a leak under her home insurance policy. What happened Ms W reported a leak in her bathroom, and she arranged for the leak to be repaired. Ms W made a claim under... (2 pages)View decision -
Decision Reference DRN-5753604
27 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5753604 The complaint Miss S complains Santander UK Plc didn’t do enough to protect her when she fell victim to a scam. What happened The background of this complaint is well known to both parties, so I won’t repeat everything here. However, in summary, Miss S received a call from a... (4 pages)View decision -
Decision Reference DRN-5976757
27 Nov 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5976757 The complaint Mrs H complains that INTACT INSURANCE UK LIMITED (‘Intact’) avoided her landlord insurance policy due to misrepresentation and then turned down a claim. Mrs H is represented in the claim and previously in the complaint by Mr H, so I’ve largely referred to him ... (5 pages)View decision -
Decision Reference DRN-5923635
27 Nov 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5923635 The complaint Mr M’s complained about the way AmTrust Specialty Limited dealt with the claim he made after his house suffered storm damage. What happened In late summer 2024, Mr M reports that his house suffered damage following a storm, which allowed water to enter. So he ... (3 pages)View decision -
Decision Reference DRN-5869600
27 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5869600 The complaint Mr B complains that he was given incorrect information by TSB Bank plc (TSB) and he relied on this information to his detriment. What happened Mr B held a current account with TSB. The account was an “added value” account which carried a charge of £25 per month... (3 pages)View decision -
Decision Reference DRN-5936439
27 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5936439 The complaint Miss B complains that a car that was supplied to her under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss B under a hire purchase agreement with MotoNovo Finance that she ele... (4 pages)View decision
