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-5721976
29 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5721976 The complaint Mr G complains about Aviva Insurance Limited’s handling of claims he made under his home insurance policy. Aviva is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Aviva has accepted it is accountab... (4 pages)View decision -
Decision Reference DRN-5489179
29 Jul 2025 Bank of Scotland Plc UpheldMortgagesDRN-5489179 The complaint Mr O complains about problems he encountered when he tried to repay his mortgage with Bank of Scotland plc trading as Halifax. What happened Mr O had a mortgage with Halifax. In December 2024 he decided to repay the outstanding balance of around £81,000. His ex... (3 pages)View decision -
Decision Reference DRN-5721947
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721947 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr A had an account with Monzo. In January 2025... (3 pages)View decision -
Decision Reference DRN-5720916
29 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5720916 The complaint Mr H complains that Clydesdale Bank Plc have declined to refund transactions from his business account, which he says were carried out without his permission. What happened The facts of this case are well known to both parties, and largely not in dispute. So, ... (9 pages)View decision -
Decision Reference DRN-5384225
29 Jul 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5384225 The complaint Miss M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her irresponsibly as she could not afford to repay them. What happened Miss M took two loans and the table gives a summary of her lending. Loan Approved A... (4 pages)View decision -
Decision Reference DRN-5567559
29 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5567559 The complaint Ms T is unhappy with HSBC UK Bank Plc trading as First Direct. Ms T wants First Direct to update its records to note her name change. First Direct has said it requires further certification to complete the change. What happened Ms T confirmed she changed her n... (3 pages)View decision -
Decision Reference DRN-5337234
29 Jul 2025 AutoMoney Limited Not upheldConsumer CreditDRN-5337234 The complaint Mr K complains about the quality of a car he acquired under a hire purchase agreement with AutoMoney Limited (AML) and about certain other aspects relating to that agreement. When I refer to what Mr K and/or AML said or did, it should also be taken to include ... (4 pages)View decision -
Decision Reference DRN-5716357
29 Jul 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5716357 The complaint Mr H complains about his buy to let mortgage with Barclays Bank UK PLC. He says it was mis-sold to him and that he has been unfairly charged interest. He complains that Barclays has forced him into arrears as a result and is now forcing him to sell the property... (4 pages)View decision -
Decision Reference DRN-5448954
29 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5448954 The complaint Ms L complains that Nationwide Building Society (“Nationwide”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms L has explain... (3 pages)View decision -
Decision Reference DRN-5430668
29 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5430668 The complaint and background Mr M complains that Barclays Bank UK PLC (“Barclays”) didn’t do enough to protect him when he fell victim to an employment scam in February 2024. Our investigator didn’t uphold the complaint. He found that Barclays intervened proportionately, but... (2 pages)View decision
