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-5721285
21 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5721285 The complaint Ms P complains American Express Services Europe Limited (“AMEX”) refuses to refund her for unauthorised transactions on her account. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Ms P says ... (3 pages)View decision -
Decision Reference DRN-5894478
21 Oct 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5894478 The complaint Mr U is unhappy that AmTrust Specialty Limited has declined his claim for snow damage to his roof and water damage to his property. He’d like his claim to be paid. Mr U is represented by a firm of solicitors, although for ease, I’ll mostly refer to Mr U in this... (5 pages)View decision -
Decision Reference DRN-5644292
21 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5644292 The complaint Mr and Mrs O complain that Santander UK Plc closed their accounts and withheld a payment of around £25,000. What happened Mr and Mrs O had accounts with Santander. In 2024, a third party arranged to pay around £25,000 into the account. Mr O says this was outsta... (2 pages)View decision -
Decision Reference DRN-5748909
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5748909 The complaint Mrs R complains Monzo Bank Ltd (“Monzo”) failed to protect her from financial harm and prevent her loss when she fell victim to a scam. Mrs R has appointed a professional representative who has brought this complaint on her behalf. However, for ease, I will sim... (3 pages)View decision -
Decision Reference DRN-5624023
21 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5624023 The complaint Mr O complains that Lloyds Bank PLC (“Lloyds”) closed his account and registered an adverse Cifas marker against him. What happened Mr O had a current account with Lloyds. In December 2023, Mr O received two payments into his account from third parties. Lloyds... (4 pages)View decision -
Decision Reference DRN-5616723
21 Oct 2025 Lloyds Bank PLC Not upheldPensions and AnnuitiesDRN-5616723 The complaint Mr D complains that Lloyds Bank PLC (Lloyds) misadvised him to contract out of the State Earnings Related Pension Scheme (SEPRS) in 1989 resulting in financial losses as his pension benefits are lower than they would have been had he remained in SERPS. He wants... (3 pages)View decision -
Decision Reference DRN-5863428
21 Oct 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5863428 The complaint Mrs O complains that Financial & Legal Insurance Company Ltd (“FLIC”) declined to cover a failed central heating pump under her home emergency insurance policy, and about the service she got from it during her claim. When I mention FLIC I also mean its supp... (3 pages)View decision -
Decision Reference DRN-5896191
21 Oct 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5896191 The complaint Mr S complained that his claim for damage caused by a leaking shower was unfairly settled by Advantage Insurance Company Limited (“Advantage”) under his home insurance policy. What happened Mr S made a claim when he noticed some water staining to his living roo... (5 pages)View decision -
Decision Reference DRN-5893764
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5893764 The complaint Mr K is unhappy with the service he received from Monzo Bank Ltd when he called up to close his current account. What happened Mr K called Monzo in June 2025 to close his current account. The adviser told Mr K to withdraw any money still in the account and then... (2 pages)View decision -
Decision Reference DRN-5877949
21 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5877949 The complaint Mr R complains about charges Volkswagen Financial Services (UK) Limited (VWFS) trading as Audi Financial Services applied due to the delay in Mr R’s car being returned at the end of his contract. He would like these charges waived and compensation for the dist... (2 pages)View decision
