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 380824 results
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Decision Reference DRN-5499951
4 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5499951 The complaint A company that I will refer to as J, complains that Lloyds Bank PLC blocked and closed its account. J is also unhappy with the service it received from Lloyds. Mr S, a director, brings the complaint on behalf of J. What happened The detailed background to thi... (4 pages)View decision -
Decision Reference DRN-5370797
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5370797 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) have declined to refund payments made to a fraudulent gambling website. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand... (5 pages)View decision -
Decision Reference DRN-5551905
4 Sep 2025 Western Provident Association Limited Not upheldInsuranceDRN-5551905 The complaint Mr D complains that Western Provident Association Limited (‘WPA’) has stopped paying benefit for a claim he made under his private medical insurance policy. To resolve his complaint, Mr D wants WPA to retract its decision and reinstate his benefit for a reasona... (4 pages)View decision -
Decision Reference DRN-5797737
4 Sep 2025 Janus Henderson Fund Management UK Limited UpheldInvestmentsDRN-5797737 The complaint Mr R, Mr T and Mr S complain about the length of time it took to withdraw jointly held funds from their investment with Janus Henderson Fund Management UK Limited. What happened In early 2024, Janus Henderson wrote to Mr R asking for identification documents fo... (4 pages)View decision -
Decision Reference DRN-5797561
4 Sep 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5797561 The complaint Mrs P has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In April 2023 Mrs P entered into a two-year fixed sum loan agreemen... (5 pages)View decision -
Decision Reference DRN-5501849
4 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5501849 The complaint A company which I’ll refer to as R complains that Bank of Scotland plc (‘BoS’) won’t reimburse the money it lost in a scam. Mr E, who is a director of R, brings this complaint on R’s behalf. What happened R holds a business account with BoS. In November 2023 Mr... (5 pages)View decision -
Decision Reference DRN-5798014
4 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5798014 The complaint Mrs I complains that Admiral Insurance (Gibraltar) Limited are recovering excessive costs from her following a claim on her car insurance policy. What happened Mrs I has a car insurance policy with Admiral. Her husband, Mr I, used her car whilst not insured on ... (4 pages)View decision -
Decision Reference DRN-5631885
4 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5631885 The complaint Mrs B is unhappy that Bank of Scotland plc, trading as Halifax, will not refund the money he lost as the result of a scam. Mrs B brough her complaint through a representative, for ease of reading I will refer here solely to Mrs B. What happened As both parties ... (3 pages)View decision -
Decision Reference DRN-5753355
4 Sep 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5753355 The complaint Mr S is unhappy that Marks & Spencer Financial Services Plc, trading as M&S Bank, sent him notifications of his account arrears while he was in an agreed payment plan with them. What happened Mr S couldn’t meet his contractual repayment obligations on h... (2 pages)View decision -
Decision Reference DRN-5754377
4 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5754377 The complaint Mr S complains that Wise Payments Limited has not recovered funds which were credited to the wrong account. What happened In May 2023 one of Mr S’s clients tried to pay an invoice for US$13,000 by way of transfer to his Wise account. Wise is an international mo... (2 pages)View decision
