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-5571519
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5571519 The complaint Mr M complains Bank of Scotland plc trading as Halifax unfairly closed his account and wrongly loaded a fraud marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview... (3 pages)View decision -
Decision Reference DRN-5754706
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5754706 The complaint Mr D is unhappy with the service he received from Barclays Bank UK PLC when he raised a dispute about a deposit about a merchant. What happened In June 2024, Mr D raised a dispute with Barclays as he felt that a hotel he had paid for using his Barclays account ... (2 pages)View decision -
Decision Reference DRN-5379362
29 Aug 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5379362 The complaint Mr H, with the help of a claims management company, (“CMC”) has complained about the suitability of advice given to him by St. James's Place Wealth Management Plc (“SJP”) to transfer a personal pension into an SJP Retirement Account (“RA”). He has also sai... (6 pages)View decision -
Decision Reference DRN-5677203
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5677203 The complaint Mr W complains that Monzo Bank Ltd hasn’t fully refunded the money he lost when he made a payment that turned out to be an APP scam. What happened In February 2025, Mr W required some home improvement works to be carried out. He found a trader who appeared suit... (4 pages)View decision -
Decision Reference DRN-5706152
29 Aug 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5706152 The complaint Mr B complains about how West Bay Insurance Plc (“West Bay”) dealt with a claim he made on his commercial vehicle insurance policy, after a third party hit his van. What happened Mr B has commercial vehicle insurance with West Bay for his van which he uses for... (3 pages)View decision -
Decision Reference DRN-5757067
29 Aug 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5757067 The complaint Ms L complains that Shawbrook Bank Limited won’t provide her with printed communications about her ISA including sending a paper statement in the post. What happened Ms L says that not having a paper statement has caused her frustration, financial loss and that... (3 pages)View decision -
Decision Reference DRN-5778290
29 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5778290 The complaint Mr L complains that MotoNovo Finance Limited (MotoNovo) didn’t provide adequate information about how he should return a bike when his finance agreement ended. What happened The detailed background to this complaint is well known to both parties. So, I’ll only ... (2 pages)View decision -
Decision Reference DRN-5783065
29 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5783065 The complaint Ms W complains that Santander UK Plc ought to have done more to prevent her from being defrauded. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2022, Ms W received a telephone ... (4 pages)View decision -
Decision Reference DRN-5565341
29 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5565341 The complaint Mr I complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund money he’s lost in a scam. What happened Mr I was the victim of a purchase scam. Mr I paid a painter and decorator a deposit of £1,680 for work on a property he’d recently purchase... (3 pages)View decision -
Decision Reference DRN-5731847
29 Aug 2025 Chubb European Group SE Not upheldInsuranceDRN-5731847 The complaint Mr K is unhappy with how Chubb European Group SE handled claims on his travel insurance policy. What happened Following trips in 2024 Mr K made claims on his travel insurance policy. He complained about the amount Chubb paid for a missed departure claim. And h... (2 pages)View decision
