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 381082 results
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Decision Reference DRN-5777341
26 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5777341 The complaint Ms T has complained about what happened when she needed NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY to complete a form for the Department for Work and Pensions (DWP) so she could claim Support for Mortgage Interest (SMI). What happened Ms T complained to N... (4 pages)View decision -
Decision Reference DRN-5709462
26 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5709462 The complaint Mr H is unhappy with the way Volkswagen Financial Services (UK) Limited (“VWFS”) handled the settlement of his finance agreement. What happened Mr H bought a car with finance provided by VWFS. When he changed his car, he took out finance with VWFS again. The d... (3 pages)View decision -
Decision Reference DRN-5777278
26 Aug 2025 Age Partnership Limited Not upheldMortgagesDRN-5777278 The complaint Mr and Mrs H complain that Age Partnership Limited incorrectly told them that they would not be able to get an equity release mortgage because of the way their home was constructed. What happened In August 2022, Mr and Mrs H approached Age Partnership with a vi... (2 pages)View decision -
Decision Reference DRN-5777154
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5777154 The complaint Mr W complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr W is being represented by a third party. To keep things simple, I will refer to Mr W throughout my decision. What happened In summary, Mr W tells... (3 pages)View decision -
Decision Reference DRN-5684585
26 Aug 2025 eToro (UK) Ltd Not upheldBanking and PaymentsDRN-5684585 The complaint Mr A complains that eToro Ltd blocked and closed his accounts without providing a proper explanation. Mr A also complains about how long he has had to wait for eToro to arrange the return of his account balances. He says this caused him unnecessary stress and ... (5 pages)View decision -
Decision Reference DRN-5777022
26 Aug 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5777022 The complaint Mr T complains that West Bay Insurance PLC avoided his motorbike insurance policy and refused to pay his claim. Mr T was also unhappy about poor customer service. What happened The history to this complaint is well known to the parties, so I won’t repeat all th... (4 pages)View decision -
Decision Reference DRN-5447164
26 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5447164 The complaint Mr N has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr N found his account with Monzo had been closed and that Monzo had lodged a fraud- related marker on his record with CIFAS. This... (2 pages)View decision -
Decision Reference DRN-5326561
26 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5326561 The complaint A company, I’ll refer to as L, complains that Revolut Ltd won’t refund disputed transactions made from their account. Mr K, who is a director of L, brings the complaint on L’s behalf. What happened On 28 August 2024 two transactions totalling just over £2,800 w... (2 pages)View decision -
Decision Reference DRN-5479340
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5479340 The complaint Mr Q complains that Barclays Bank UK PLC did not close his account when he asked it to do so in 2021. He says too that funds in the account were not returned to him. He also complains that compensation agreed on an unrelated case was not paid to him. What happe... (2 pages)View decision -
Decision Reference DRN-5777131
26 Aug 2025 Arch Insurance (EU) DAC Not upheldInsuranceDRN-5777131 The complaint Mr F has complained about Arch Insurance (EU) DAC’s handling of a claim against a policy covering a sports car, which belongs to him, and he uses for races and track days. The policy is in the name of a race team I’ll refer to as M. Any reference to Arch incl... (4 pages)View decision
