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-5852424
25 Nov 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5852424 The complaint Miss G complains that Zopa Bank Limited (‘Zopa’) didn’t reinstate her payment plan on her personal loan despite saying this was possible. Miss G is unhappy that Zopa reported a default to her credit file when her account should have been on hold. Miss G seeks r... (3 pages)View decision -
Decision Reference DRN-5796557
25 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5796557 The complaint Miss K and Mr W complain U K Insurance Limited unfairly declined a claim they made on their home insurance policy following a fire in a garage. Mr W has been the main correspondent for the claim and complaint. As such, for ease I’ve mostly only referred to him ... (3 pages)View decision -
Decision Reference DRN-5760139
25 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5760139 The complaint Miss G has complained about the way her motor insurer, esure Insurance Limited (‘esure’) dealt with a claim she made on her policy. What happened In April 2025 Miss G was involved in an accident that wasn’t her fault and made a claim on her policy with esure. ... (4 pages)View decision -
Decision Reference DRN-5688746
25 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5688746 The complaint Mr F complains that Bank of Scotland plc trading as Halifax (‘Halifax’) returned funds he received to the sender and closed his account. What happened On 26 October 2024 Halifax contacted Mr F and said that it believed his account had been used to receive fraud... (2 pages)View decision -
Decision Reference DRN-5964826
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5964826 The complaint Miss D complains that NATIONAL WESTMINSTER BANK PULIC LIMITED COMPANY (NatWest) won’t refund her the money she lost in a work tasks scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I haven’t repeated them in de... (4 pages)View decision -
Decision Reference DRN-5971785
25 Nov 2025 Remitly U.K., Ltd. Not upheldBanking and PaymentsDRN-5971785 The complaint Miss D complains that Remitly U.K., Ltd won’t refund her the money she lost in a work tasks scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I haven’t repeated them in detail here. Instead, I’ve summarised what... (3 pages)View decision -
Decision Reference DRN-5462156
25 Nov 2025 M & G Securities Limited UpheldInvestmentsDRN-5462156 The complaint Mr H complains M & G Securities Limited (‘M&G’) set up a direct debit on his bank account after his account with M & G had been closed. He says this caused him distress and inconvenience. What happened Mr H had an investment account with M&G. He... (3 pages)View decision -
Decision Reference DRN-5899555
25 Nov 2025 Openwork Limited Not upheldMortgagesDRN-5899555 The complaint Mr P and Miss M complain that a mortgage broker working for Openwork Limited trading as The Openwork Partnership wrongly calculated the amount to repay their Help to Buy loan. They said they only found out at the last minute they needed to pay £2,000 more to mo... (4 pages)View decision -
Decision Reference DRN-5973636
25 Nov 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5973636 The complaint Miss W complains that Nationwide Building Society (“Nationwide”) irresponsibly provided her with a personal loan. What happened Nationwide provided Miss W with a personal loan in July 2021 for £10,000, repayable over a 60-month term, with a total amount payabl... (8 pages)View decision -
Decision Reference DRN-5975114
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5975114 The complaint H complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY unfairly froze its account on more than one occasion leading to missed mortgage payments that have since caused considerable problems. What happened H, a partnership, has an account with NatWest. H ow... (2 pages)View decision
