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 392389 results
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Decision Reference DRN-5736789
9 Dec 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5736789 The complaint L, a limited company, has complained Zempler Bank Limited won’t refund money they lost as the result of a scam. What happened Mrs O is one of the directors of L. In May 2024 she was approached about a business opportunity by someone she knew (who I’ll call T). ... (3 pages)View decision -
Decision Reference DRN-5879799
9 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5879799 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money delayed in processing a request to transfer his cash ISAs. What happened Mr M had two cash ISA accounts with Virgin Money. He decided to transfer them to a new provider I’ll call M. M sent a transf... (2 pages)View decision -
Decision Reference DRN-5382446
9 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5382446 The complaint Mr B complains that THE CO-OPERATIVE BANK P.L.C. (The Co-op) won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr B say... (3 pages)View decision -
Decision Reference DRN-5861711
9 Dec 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5861711 The complaint Mr W complains that BUPA Insurance Limited unfairly deducted costs from his out-patient allowance. What happened As both sides are familiar with the background to this complaint I have only summarised what happened below. Mr W has access to a private medical in... (3 pages)View decision -
Decision Reference DRN-5854919
9 Dec 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5854919 The complaint U, a limited company, has complained ClearBank Limited, trading as Tide, won’t refund them for nine transactions they didn’t authorise. What happened U is a limited company with one director, Mr K. U holds a business bank account with Tide which provides a debi... (3 pages)View decision -
Decision Reference DRN-6000006
9 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-6000006 The complaint Miss M complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved her credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: In Miss M’s application... (3 pages)View decision -
Decision Reference DRN-5888428
9 Dec 2025 EE Limited Not upheldConsumer CreditDRN-5888428 The complaint Mr N complains EE Limited mis-sold him a finance agreement because they provided him with false and misleading information. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It refl... (3 pages)View decision -
Decision Reference DRN-5948893
9 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5948893 The complaint Mr A complains that Santander UK Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known... (4 pages)View decision -
Decision Reference DRN-5963792
9 Dec 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5963792 The complaint Mr O complains that Acromas Insurance Company Limited (Acromas) unfairly declined his claim under a breakdown repair insurance policy. What happened The circumstances of this case are well known to both parties, but in summary, Mr O’s vehicle broke down in Marc... (3 pages)View decision -
Decision Reference DRN-6006718
9 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-6006718 The complaint Mr P complains about the information Santander UK Plc provides him when he goes into an unarranged overdraft. What happened Mr P holds a current account with Santander – the account doesn’t have an arranged overdraft facility, however, he often doesn’t have en... (3 pages)View decision