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
-
Decision Reference DRN-5671653
1 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5671653 Complaint Mr B complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In November 2019, Moneybar... (3 pages)View decision -
Decision Reference DRN-5652767
31 Aug 2025 Oakleafe Group Limited UpheldInsuranceDRN-5652767 The complaint Mrs B has complained that Oakleafe Group Limited (“Oakleafe”) provided a poor service when she appointed it to assist her with a home insurance claim. What happened In 2022, Mrs B made a claim to her insurer following storm damage which caused a flood at an uno... (4 pages)View decision -
Decision Reference DRN-5785682
31 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5785682 The complaint A company, which I’ll refer to as “H”, complain that Monzo Bank Ltd (“Monzo”) won’t refund it for the money lost when one of its directors, Miss G – who brings this complaint on H’s behalf – fell victim to a scam. For ease of reading within this decision, in th... (5 pages)View decision -
Decision Reference DRN-5749799
30 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5749799 The complaint Mr N complains that Santander UK Plc has been unable to locate his account. What happened Mr N says in January 2025 he found an account passbook for an account he opened with a business later taken over by Santander. He says the passbook shows a balance of just... (2 pages)View decision -
Decision Reference DRN-5762470
30 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5762470 The complaint Mr K, on behalf of G, complains that Clydesdale Bank Plc trading as Virgin Money restricted G’s account access which meant money couldn’t be moved to a different account. What happened In around May 2024 Virgin Money restricted G’s account access by not sending... (2 pages)View decision -
Decision Reference DRN-5657484
29 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5657484 The complaint Mr H is unhappy with Santander UK Plc. He said that Santander told him it could move his stocks and shares ISA account over from another financial services provider (H). Mr H completed the forms only to then be told by Santander it wasn’t possible to move the f... (3 pages)View decision -
Decision Reference DRN-5623647
29 Aug 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5623647 The complaint Mr L complains that Specialist Motor Finance Limited (‘Specialist’) entered into a Hire Purchase agreement with him when it wasn’t affordable. He has complained using a professional representative, but for ease I will refer to Mr L throughout. What happened In... (4 pages)View decision -
Decision Reference DRN-5782424
29 Aug 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5782424 The complaint Mr F complains, thorough his representatives, that Options UK Personal Pensions LLP (“Options”) previously Carey Pensions UK - didn’t carry out adequate due diligence as regards his Self-Invested Personal Pension (SIPP). What happened Although Mr F is represent... (16 pages)View decision -
Decision Reference DRN-5230253
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5230253 The complaint Mrs O complains that Bank of Scotland plc trading as Halifax won’t refund money she lost when she fell victim to an investment scam. Mrs O is represented by solicitors in this complaint. What happened The details of this complaint are well known to both parti... (2 pages)View decision -
Decision Reference DRN-5759852
29 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5759852 The complaint Mr G has complained about U K Insurance Limited (UKI) trading as Direct Line. He isn’t happy about the way it dealt with a claim under his landlord insurance policy. Any reference to UKI includes its agents that it is responsible for unless specified. What happ... (3 pages)View decision
