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-5895005
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5895005 The complaint Mr G complains on behalf of ‘M’, a limited company, that Monzo Bank Ltd (‘Monzo’) closed M’s business account without explanation. What happened M had a business account with Monzo. Mr G also had personal accounts with Monzo and I’m aware he has complained abo... (2 pages)View decision -
Decision Reference DRN-5963935
4 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5963935 The complaint Mr S complains about how Advantage Insurance Company Limited (Advantage) settled a claim made on his motor insurance policy. What happened In July 2024 Advantage received an allegation from a third party that Mr S had failed to stop in time and collided with t... (2 pages)View decision -
Decision Reference DRN-5943918
4 Dec 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5943918 The complaint Ms V complains that Barclays Bank UK PLC (“Barclays”) defaulted her loan account and sold it to a debt purchaser, which she says was unfair and is causing her financial hardship. What happened In 2022, Ms V entered into a loan agreement with Barclays. The loan... (3 pages)View decision -
Decision Reference DRN-5909648
4 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5909648 The complaint Mrs D complains about the service provided by Nationwide Building Society when she switched her current account to it. What happened In March 2020, Mrs D opened a Nationwide current account using its switch service. She complains that she experienced some probl... (3 pages)View decision -
Decision Reference DRN-5997606
4 Dec 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5997606 The complaint Mrs K is unhappy that Zempler Bank Limited defaulted her account. What happened Mrs K has a credit card account with Zempler that had fallen into arrears. On 24 July 2024, Mrs K spoke with Zempler and agreed a payment plan whereby Mrs K wouldn’t be able to unde... (3 pages)View decision -
Decision Reference DRN-5980508
4 Dec 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5980508 The complaint Mr R complains that Aviva Life & Pensions UK Limited (“Aviva”) failed to pay some pension benefits to him in a timely manner. What happened Mr R held pension benefits with Aviva. In October 2024 he asked that Aviva pay him all his pension benefits as a sing... (4 pages)View decision -
Decision Reference DRN-5997275
4 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5997275 The complaint Mrs F complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Mrs F was approved for a Virgin Money credit card in September 2020, with a £5,000 credit limit. Mrs F says that this was irresponsibly lent to her, and sh... (3 pages)View decision -
Decision Reference DRN-5992393
4 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5992393 The complaint Miss A complains that the vehicle she acquired through BMW Financial Services (GB) Limited, trading as MINI Financial Services (“BMW”) wasn’t of satisfactory quality and she wants to reject the car and have the credit agreement cancelled. What happened Miss A e... (4 pages)View decision -
Decision Reference DRN-5486722
4 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5486722 The complaint Mrs E complains that Santander UK Plc (‘Santander’), won’t refund the money she lost as a result of what she believes was an ‘Authorised Push Payment’ (‘APP’) property investment scam. Mrs E brings her complaint with the assistance of a professional representa... (4 pages)View decision -
Decision Reference DRN-5793683
4 Dec 2025 Fleet Mortgages Ltd Not upheldMortgagesDRN-5793683 The complaint S, a limited company in the property business, complains that Fleet Mortgages Ltd refused an application for a buy to let mortgage. S doesn’t think its application was considered fairly and wants the application fee refunded. What happened S applied to Fleet, v... (3 pages)View decision