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 381196 results
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Decision Reference DRN-5898894
22 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5898894 The complaint Mr N complains Nationwide Building Society withheld an incoming payment without informing him because it stereotyped him and that it also gave him incorrect information. What happened Mr N has an account with Nationwide. Mr N was sent a large CHAPS payment on 3... (2 pages)View decision -
Decision Reference DRN-5709549
22 Oct 2025 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. UpheldInsuranceDRN-5709549 The complaint Mrs B has complained that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U unreasonably delayed in providing her with a replacement phone under her mobile phone insurance policy when she made a claim as she had damaged her mobile phone. What happened... (4 pages)View decision -
Decision Reference DRN-5751114
22 Oct 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5751114 The complaint Mr H and Miss L have complained about INTACT INSURANCE UK LIMITED trading as More Th>n (More Than)’s decision to reject a storm damage claim they made under their home insurance policy. What happened In December 2024 Mr H and Miss L’s home was damaged during... (2 pages)View decision -
Decision Reference DRN-5772736
22 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5772736 The complaint Miss R has complained about the service she received when she made a claim under the Home Emergency (HE) section of her home insurance policy with Admiral Insurance (Gibraltar) Limited. Miss B is a joint policyholder under the policy. Miss R is the main complai... (3 pages)View decision -
Decision Reference DRN-5399826
22 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5399826 The complaint Mr D and Ms O have complained about information Bank of Scotland plc trading as Halifax recorded on their credit files about their mortgage account. What happened Mr D and Ms O had a mortgage with Halifax that was on an interest rate fixed at 5.76% until 31 Jan... (3 pages)View decision -
Decision Reference DRN-5866308
22 Oct 2025 Salad Finance Limited Not upheldConsumer CreditDRN-5866308 The complaint Mr W argues that Salad Finance Limited acted unfairly by agreeing a loan he couldn’t afford to repay. What happened In August 2024 Salad Finance gave Mr W a £1,000 loan to be repaid over 18 months. The monthly repayments were typically £88.06 (with a slightly l... (3 pages)View decision -
Decision Reference DRN-5664054
22 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5664054 The complaint Mr A complains about the way Monzo Bank Ltd handled a claim he made in respect of a transaction made with his debit card. What happened Mr A says that he was scammed by a company, that refused to provide him with a refund when he cancelled an online subscripti... (3 pages)View decision -
Decision Reference DRN-5708754
22 Oct 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5708754 The complaint Mr J has complained that Accelerant Insurance Europe SA/NV UK Branch (Accelerant) unfairly rejected a claim he made for fire damage under his home insurance policy. All reference to the insurer Accelerant includes its agents. What happened In November 2023 Mr J... (4 pages)View decision -
Decision Reference DRN-5883650
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5883650 The complaint Miss I is unhappy that NewDay Ltd failed to follow an agreed enhanced security process on occasions when they contacted her. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in detail.... (3 pages)View decision -
Decision Reference DRN-5484085
22 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5484085 THE COMPLAINT Mr B complains that Barclays Bank UK PLC (“Barclays”) will not reimburse him money he says he lost when he fell victim to a scam. Mr B is represented by CEL Solicitors in this matter. However, where appropriate, I will refer to Mr B solely in this decision fo... (4 pages)View decision
