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-5854997
3 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5854997 The complaint Mr C complains Barclays Bank UK Plc won’t refund the money he lost to what he believes was an investment scam. In bringing this complaint Mr C is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this comp... (8 pages)View decision -
Decision Reference DRN-5812478
3 Dec 2025 Aldermore Bank Plc Not upheldBanking and PaymentsDRN-5812478 The complaint Mrs C complains that Aldermore Bank Plc did not carry out appropriate checks before giving her a buy-to-let mortgage and that created an unfair relationship under section 140A of the Consumer Credit act 1974 (S140A). What happened In 2016, Mrs C took out a buy-... (3 pages)View decision -
Decision Reference DRN-5954931
3 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5954931 The complaint Mr J complains TSB Bank plc failed to act quickly enough to recall a payment he had sent in error. He’s also said TSB’s communication was extremely poor. What happened Mr J says on the 13 May 2025 he made a payment for £180 but sent it to the wrong payee in err... (3 pages)View decision -
Decision Reference DRN-5992588
3 Dec 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5992588 The complaint Mr E’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (5 pages)View decision -
Decision Reference DRN-5879347
3 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5879347 The complaint Mr M, via a representative, has complained that Monzo Bank Ltd (“Monzo”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here... (3 pages)View decision -
Decision Reference DRN-5839871
3 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5839871 The complaint Miss A complains that Bank of Scotland plc trading as Halifax refused to reimburse the loss she incurred when she fell victim to what she believes to be an investment scam. In bringing this complaint Miss A is supported by a professional representative that I’... (5 pages)View decision -
Decision Reference DRN-5782799
3 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5782799 The complaint Mr A complains Metro Bank PLC unfairly restricted and closed his account and provided incorrect information about how he could access his funds, causing him inconvenience and costs. What happened Mr A held a current account with Metro Bank. In October and Novem... (3 pages)View decision -
Decision Reference DRN-5839872
3 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5839872 The complaint Miss A complains that Santander UK Plc refused to reimburse the loss she incurred when she fell victim to what she believes to be an investment scam. In bringing this complaint Miss A is supported by a professional representative that I’ll refer to as ‘R’. Wh... (5 pages)View decision -
Decision Reference DRN-5968733
3 Dec 2025 U K Insurance Limited UpheldInsuranceDRN-5968733 The complaint Mr R and the estate of Mrs R are unhappy with the assistance Mr and Mrs R received from U K Insurance Limited (UKI) under their travel insurance policy. All reference to UKI includes its medical assistance team and other agents. What happened Mr and Mrs R wer... (7 pages)View decision -
Decision Reference DRN-5782449
3 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5782449 The complaint Mrs B complains Liverpool Victoria Insurance Company Limited (LV) provided a poor level of communication, and unfairly settled a claim on her motor insurance policy. What happened Mrs B was involved in an incident in which she collided with a third-party vehicl... (2 pages)View decision