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-5847981
1 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5847981 The complaint Mr K complains TSB Bank plc recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr K held an account with TSB. In June 2025, he received a payment from a third-party, through a bank t... (3 pages)View decision -
Decision Reference DRN-5915147
1 Dec 2025 Aviva Protection UK Limited UpheldInsuranceDRN-5915147 The complaint Mrs L, Ms S and Ms W as trustees of the Mr M Trust complain that Aviva Protection UK Limited partially settled a claim made on a life insurance policy. What happened The trustees of the Mr M Trust claimed on the late Mr M’s life insurance policy when he sadly d... (4 pages)View decision -
Decision Reference DRN-5884989
1 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5884989 The complaint Miss C complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) hasn’t refunded funds she says she lost to an investment scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the detail... (3 pages)View decision -
Decision Reference DRN-5979360
1 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5979360 The complaint Mr S says NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’), irresponsibly lent to him. He said he already had significant lending when it approved a new loan. He was unable to adequately repay all this lending due to the further NatWest borrowing. H... (4 pages)View decision -
Decision Reference DRN-5894319
1 Dec 2025 Nationwide Building Society Not upheldMortgagesDRN-5894319 The complaint Mr M complains that Nationwide Building Society has treated him unfairly in claiming that the arrears on his mortgage are higher than they in fact are and in not accepting his payment proposal. What happened Mr M has an interest-only mortgage with Nationwide w... (4 pages)View decision -
Decision Reference DRN-5860009
1 Dec 2025 EE Limited UpheldConsumer CreditDRN-5860009 The complaint Mr B complained about the condition of a phone that was supplied under a fixed sum loan agreement by EE Limited. What happened The events of this complaint are well known to both parties, so I’ll only briefly summarise them here. Mr B entered into a fixed sum ... (4 pages)View decision -
Decision Reference DRN-5957806
1 Dec 2025 Glow Financial Services Limited Not upheldConsumer CreditDRN-5957806 The complaint Mr M is unhappy that Glow Financial Services Limited trading as Samsung Finance (“Samsung Finance”) didn’t cancel his previous finance agreement after he used a trade in scheme for his old mobile phone. What happened In July 2023, Mr M purchased a S23+ mobile p... (2 pages)View decision -
Decision Reference DRN-5963085
1 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5963085 The complaint Mr M complains PayPal UK Ltd didn’t refund him for a payment he didn’t authorise. What happened Mr M bought an online course for 99p from a company, D. The following month Mr M saw over £250 had been paid out to D. Mr M contacted PayPal and told it he hadn’t... (3 pages)View decision -
Decision Reference DRN-5967787
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5967787 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr K made contact with someone over a messaging app, who I’ll refer to as J. J said they had connections to care homes and could ... (3 pages)View decision -
Decision Reference DRN-5981917
29 Nov 2025 Trading 212 UK Limited UpheldInvestmentsDRN-5981917 The complaint Mr S complains that Trading 212 UK Limited (‘T212’) wouldn’t allow him to move his investment ISA to his new provider on an in-specie basis and when his monies were moved, they took too long in doing so. Mr S would now like T212 to recompense him for the losses... (5 pages)View decision