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
-
Decision Reference DRN-5978094
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5978094 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A opened an account with Monzo in December 2023. In December 2024 Monzo received fraud reports from other banks about a num... (2 pages)View decision -
Decision Reference DRN-5999429
5 Dec 2025 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-5999429 The complaint Mrs S complains Atlanta Insurance Intermediaries Limited trading as Swinton Insurance mis- sold her personal accident insurance. What happened The background to this complaint is set out in my provisional decision. In summary, Mrs S complained that Swinton mis-... (2 pages)View decision -
Decision Reference DRN-5904193
5 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5904193 The complaint Mr H has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr H discovered a fraud-related marker in his name which HSBC had lodged. This was causing him increasing inconvenience in managing his finances. ... (2 pages)View decision -
Decision Reference DRN-6001510
5 Dec 2025 Allianz Insurance Plc Not upheldInsuranceDRN-6001510 The complaint Mr H complains that Allianz Insurance Plc declined a claim he made on his buildings insurance policy. Reference to Mr H or Allianz includes their respective representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll summaris... (5 pages)View decision -
Decision Reference DRN-6001464
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6001464 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision -
Decision Reference DRN-6001266
5 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-6001266 The complaint Mr A complains that Nationwide Building Society won’t refund him after he was the victim of a scam. What happened The background to this complaint is well-known to both parties, so I’ve haven’t repeated it in detail here. Instead, I’ve summarised what I conside... (3 pages)View decision -
Decision Reference DRN-5884983
5 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5884983 The complaint Mr S has complained Vanquis Bank Limited won’t refund two cash machine withdrawals he didn’t authorise on his new credit card. What happened In April 2025 Mr S applied for a new credit card with Vanquis. The card and PIN were sent separately to Mr S’s home addr... (2 pages)View decision -
Decision Reference DRN-5835694
5 Dec 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5835694 The complaint Mr C and Mrs C have complained that Red Sands Insurance Company (Europe) Limited declined a travel insurance claim. What happened Mr and Mrs C purchased their single trip travel insurance policy on 11 July 2024; they had booked a holiday abroad the previous day... (3 pages)View decision -
Decision Reference DRN-5715176
5 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5715176 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money (‘Clydesdale’) failed in their actions in relation to a recipient account, to which he sent money as a result of an alleged authorised push payment (‘APP’) scam. What happened The circumstances of ... (5 pages)View decision -
Decision Reference DRN-5981099
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5981099 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (9 pages)View decision