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-5963544
20 Nov 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5963544 The complaint Mr A complains that Legal and General Assurance Society Limited (L&G) has maintained its decision to turn down an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both pa... (6 pages)View decision -
Decision Reference DRN-5843529
20 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5843529 The complaint Mr H complains that Monzo Bank Ltd will not reimburse funds he lost to a scam. Mr H is represented by a firm, but for ease I have only referred to Mr H in this decision. What happened The details of this complaint are well known to both parties so I won’t repea... (4 pages)View decision -
Decision Reference DRN-5714168
20 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5714168 The complaint Ms J complains Lloyds Bank PLC provided poor service when she tried to set up a repayment plan on her account. What happened Ms J held a Lloyds current account, which had an unarranged overdraft. Lloyds conducted a review of Ms J’s holdings and made the decisi... (4 pages)View decision -
Decision Reference DRN-5871444
20 Nov 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5871444 The complaint Mr B complains about how Bank of Scotland plc trading as Halifax handled his remortgage application. Mr B said Halifax’s customer service was poor and it kept asking for a document he didn’t have. Mr B had to stay with his existing lender, and says he’s paying ... (3 pages)View decision -
Decision Reference DRN-5963460
20 Nov 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5963460 The complaint Mr R has complained about the quality of a car provided on finance by N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”). What happened Northridge supplied Mr R with a new car on a hire purchase agreement in March 2023. The cash price of the c... (7 pages)View decision -
Decision Reference DRN-5931089
20 Nov 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5931089 The complaint Mr G has complained about the claim settlement Domestic & General Insurance Plc (D&G) offered for a claim under his appliance warranty. What happened Mr G had a policy with D&G for his freezer and a separate policy with D&G for his fridge. Mr G... (2 pages)View decision -
Decision Reference DRN-5824086
20 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5824086 The complaint Miss P complains that Barclays Bank UK PLC has wrongly provided information about her account to a third party. What happened Miss P explains that she had a joint account with her mother. On 5 January 2025, her mother passed away. And the account was then chang... (2 pages)View decision -
Decision Reference DRN-5617804
20 Nov 2025 ReAssure Limited Not upheldInvestmentsDRN-5617804 The complaint Mr P and Mrs P on behalf of The P Trust complain about ReAssure Limited. They are unhappy about how ReAssure handled their withdrawal request and how documents were dealt with in support of this. What happened Mr P and Mrs P set up a discounted gift trust seve... (4 pages)View decision -
Decision Reference DRN-5785436
20 Nov 2025 Nationwide Building Society Not upheldMortgagesDRN-5785436 The complaint Mr and Mrs M complain that Nationwide Building Society lent them money to buy their home, although the property they bought was of non-standard construction. They said this should have been noted in the survey Nationwide had done, and it shouldn’t have lent the... (3 pages)View decision -
Decision Reference DRN-5917468
20 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5917468 The complaint Miss M is unhappy Santander UK Plc blocked and closed her account. What happened Following Miss M applying for a savings account, Santander blocked Miss M’s current account on 7 May 2025 whilst it carried out a review. Following this review, they took the deci... (3 pages)View decision