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 384134 results
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Decision Reference DRN-5817893
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5817893 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Mrs A opened an account with Monzo in April 2023. In May that year Monzo received a fraud report from another bank about a paymen... (2 pages)View decision -
Decision Reference DRN-5936088
28 Nov 2025 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-5936088 The complaint The estate of Mrs G complains about the settlement values provided by Scottish Friendly Assurance Society Limited in respect of two policies taken out in the 1930s. The estate is represented by Mrs G’s daughter, Mrs S. What happened The history to this compla... (2 pages)View decision -
Decision Reference DRN-5819611
28 Nov 2025 Guavapay Limited Not upheldBanking and PaymentsDRN-5819611 The complaint Mr A has complained Guavapay Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened an account with Guavapay in August 2024. In September that year Guavapay received a fraud report from another bank a... (2 pages)View decision -
Decision Reference DRN-5704654
28 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5704654 The complaint Mr C has complained about the price quoted by U K Insurance Limited (UKI) to renew his motor insurance policy. What happened In May 2024, Mr C received a quote to renew his motor insurance policy for around £633, up from around £336 the previous year, and he th... (3 pages)View decision -
Decision Reference DRN-5961689
28 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5961689 The complaint Mrs A complains that Lloyds Bank PLC trading as Lloyds Bank (Lloyds) is refusing to refund her the amount she lost as the result of a scam. Mrs A is being represented by a third party. To keep things simple, I will refer to Mrs A throughout my decision. What ha... (2 pages)View decision -
Decision Reference DRN-5961683
28 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5961683 The complaint Mrs A complains that Starling Bank Limited (Starling) is refusing to refund her the amount she lost as the result of a scam. Mrs A is being represented by a third party. To keep things simple, I will refer to Mrs A throughout my decision. What happened The back... (2 pages)View decision -
Decision Reference DRN-5982271
28 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5982271 The complaint Mr K has complained about the service he’s received from U K Insurance Limited trading as Direct Line Home Insurance (“UKI”) following a subsidence claim. References to UKI in this decision include its appointed agents and representatives. What happened The bac... (9 pages)View decision -
Decision Reference DRN-5680178
28 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5680178 The complaint Mr W has complained Clydesdale Bank plc, trading as Virgin Money Bank, lodged a fraud- related marker on the industry fraud database, CIFAS, in his name. What happened Mr W found that his main bank account was suddenly closed in March 2025. He discovered there ... (2 pages)View decision -
Decision Reference DRN-5329234
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5329234 The complaint Mrs and Mr T complain that Barclays Bank UK PLC declined to reimburse them nearly £80,000 which they say they lost as a result of a scam. What happened This complaint relates to a joint account, but as Mr T is the one who says he fell victim to the scam, I will... (3 pages)View decision -
Decision Reference DRN-5751835
28 Nov 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5751835 The complaint Mr S has complained Evolution Insurance Company Limited declined his GAP insurance claim. What happened Mr S was involved in a collision on 12 July 2020. He made a claim on his motor insurance policy with his comprehensive motor insurer, who accepted and paid o... (3 pages)View decision
