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 384131 results
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Decision Reference DRN-5950830
25 Nov 2025 Atom Bank PLC Not upheldBanking and PaymentsDRN-5950830 The complaint Mr J complains that the process for applying for a savings account with Atom Bank PLC (Atom Bank) was unclear and misleading, which meant he opened an account which offered a lower rate of interest. What happened Mr J wanted to open a savings account with Atom ... (2 pages)View decision -
Decision Reference DRN-5892886
25 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5892886 The complaint Mrs O complains that Monzo Bank Ltd didn’t do enough to protect her when she fell victim to an investment scam. What happened Mrs O came across a company, which I’ll call “H”, through an individual she understood was a trusted contact within her community. She... (2 pages)View decision -
Decision Reference DRN-5883233
25 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5883233 The complaint Mr M is unhappy with several aspects of the service he’s received from Barclays Bank UK PLC, trading as Tesco Bank, surrounding a credit card application that he made. What happened Mr M referred an earlier complaint to this service on which a final decision wa... (3 pages)View decision -
Decision Reference DRN-5892938
25 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5892938 The complaint Mrs O complains that Barclays Bank UK PLC (“Barclays”) didn’t do enough to protect her when she fell victim to an investment scam. Mrs O is being represented by solicitors in this complaint. What happened Mrs O came across a company, which I’ll call “H”, thro... (2 pages)View decision -
Decision Reference DRN-5975994
25 Nov 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5975994 The complaint Miss D and Mr M complain that Lenvi Servicing Limited delayed the redemption of their help to buy shared equity loan. What happened Miss D and Mr M bought a property with the assistance of the help to buy scheme. Under this scheme, a borrower takes out a standa... (9 pages)View decision -
Decision Reference DRN-5771833
25 Nov 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5771833 The complaint Mr W complains about charges in relation to a car he took out using a hire agreement provided by LeasePlan UK Limited (“LeasePlan”). What happened In June 2023, Mr W acquired a car using a hire agreement with LeasePlan. The minimum period of hire was 24 months... (3 pages)View decision -
Decision Reference DRN-5709202
25 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5709202 The complaint Mr D complains Bank of Scotland plc trading as Halifax unfairly defaulted his credit card account. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In summary, Mr D held a credit card account wi... (3 pages)View decision -
Decision Reference DRN-5949096
25 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5949096 The complaint G, a company, complains that Wise Payments Limited charged a fee for receipt of an international SWIFT payment, without having warned of this in advance. Mr S, the director of G, makes the complaint on G’s behalf. What happened In July 2025 G received an incomi... (3 pages)View decision -
Decision Reference DRN-5960528
25 Nov 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5960528 The complaint Mr W has complained on the basis that Aviva Life & Pensions UK Limited has declined the transfer request for one of the policies he holds with it. Mr W has said that this has impacted his ability to transfer to his chosen receiving scheme, as it requires th... (4 pages)View decision -
Decision Reference DRN-5793744
25 Nov 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5793744 The complaint Miss B complains about the way Domestic & General Insurance Plc (D&G) handled a claim under an appliance insurance policy. What happened The details of this complaint are well-known to the parties, so I won’t repeat them here. Instead, I’ve focused on t... (3 pages)View decision
