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 124111 results
-
Decision Reference DRN-5778996
27 Aug 2025 Lloyds Bank PLC UpheldInvestmentsDRN-5778996 The complaint Mrs M complains that Lloyds Bank PLC failed to transfer her stocks and shares ISA to a cash ISA with it. She also complains of administrative failures and poor customer service. Mrs M is being represented by her daughter, Mrs P. What happened Mrs P has a Lastin... (4 pages)View decision -
Decision Reference DRN-5769732
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5769732 The complaint Mrs B complains that National Westminster Bank Public Limited Company (NatWest) didn’t support her when her account was overdrawn over many years. What happened NatWest provided Mrs B with a current account and an overdraft facility on the account. Due to the ... (6 pages)View decision -
Decision Reference DRN-5769615
27 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5769615 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr C found his account with Monzo had been closed and that Monzo had lodged a fraud- related marker on his record with CIFAS. He o... (2 pages)View decision -
Decision Reference DRN-5592370
27 Aug 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5592370 The complaint Mrs E and Mr E complain about The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) and the way the claim made on their home insurance policy was handled and progressed. Mrs E was the main policyholder and so, for ease of reference, I have referr... (4 pages)View decision -
Decision Reference DRN-5779001
27 Aug 2025 Lendable Ltd UpheldBanking and PaymentsDRN-5779001 The complaint Mr W complains about how Lendable Ltd trading as Zable (‘Zable’) handled a claim he made to it. What happened The parties are familiar with the background details of this case – so I will simply summarise these here briefly. It reflects my informal remit. Mr ... (5 pages)View decision -
Decision Reference DRN-5773497
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5773497 The complaint Mr A complains National Westminster Bank Public Limited Company lent to him unfairly when they approved his applications to increase his overdraft limit and failed to adequately monitor his use of the overdraft. What happened Mr A complains about NatWest’s len... (3 pages)View decision -
Decision Reference DRN-5778796
27 Aug 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5778796 The complaint Miss G complains about Royal & Sun Alliance Insurance Limited’s decision to decline a claim under a home insurance policy. Royal & Sun Alliance Insurance Limited (RSA) has been represented on the claim by its agents. All references to RSA include its ag... (4 pages)View decision -
Decision Reference DRN-5775858
27 Aug 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5775858 The complaint Mrs G complains that Barclays Bank UK PLC recorded a default against her personal loan and sold the loan to a third party. What happened I issued a provisional decision setting out what I thought about Mrs G’s complaint. I’ve copied the relevant parts of that p... (4 pages)View decision -
Decision Reference DRN-5778809
27 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5778809 The complaint Miss A complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) lent to her irresponsibly when it provided her with a credit card account. What happened Miss A applied online for a credit card with Tesco on 21 January 2023. Tesco approved the applic... (5 pages)View decision -
Decision Reference DRN-5755112
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5755112 The complaint Miss J complains that NATIONAL WESTMISTER BANK PUBLIC LIMITED COMPANY: • Unfairly declined her application to switch her mortgage from a buy-to-let into a residential mortgage. • Incorrectly recorded adverse information on her credit file. What happened Miss J... (5 pages)View decision
