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
-
Decision Reference DRN-5680889
14 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5680889 The complaint Mr T complains that HSBC UK Bank Plc (‘HSBC’) declined to reimburse him £4,000 which he says that he lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go in to every detail of what happen... (4 pages)View decision -
Decision Reference DRN-5880612
14 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5880612 The complaint Mr S complains that Monzo Bank Ltd failed to reclaim a payment he made on his debit card. What happened In April 2025, Mr S used his Monzo debit card to pay for some flights; he bought them from an online merchant, who I’ll refer to as “B”, at a cost of around... (4 pages)View decision -
Decision Reference DRN-5920927
14 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5920927 The complaint Mr T complains that Lloyds Bank PLC unfairly recorded a default on his credit file. What happened Mr T held a credit card account with Lloyds; in August 2025, following a period of missed repayments, the bank recorded a default on Mr T’s credit file. Mr T comp... (2 pages)View decision -
Decision Reference DRN-5911868
14 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5911868 The complaint Mr O complains that Monzo Bank Ltd have failed to refund money he says he lost to a crypto investment scam. Mr O is being supported in his complaint by a representative – but for ease, I’ll refer to Mr O throughout this decision. I’m very aware that I’ve summar... (3 pages)View decision -
Decision Reference DRN-5744391
14 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5744391 The complaint Miss W complains that Lloyds Bank PLC (‘Lloyds’) declined to reimburse £6,207 which she says she lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened he... (3 pages)View decision -
Decision Reference DRN-5951445
14 Nov 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5951445 The complaint Ms F, on behalf of the estate of the late Mr F, complains that Aviva Life & Pensions UK Limited failed to make Mr F sufficiently aware of the need to nominate a beneficiary for his pension benefits in the event of his death. What happened I issued a provisi... (6 pages)View decision -
Decision Reference DRN-5875304
14 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5875304 The complaint The estate of Mrs B complains Nationwide Building Society refused to recognise letters of administration resulting in delays and costs. The estate of Mrs B also complains that Nationwide Building Society didn’t do enough to protect Mrs B from financial abuse. W... (3 pages)View decision -
Decision Reference DRN-5922985
14 Nov 2025 Open Prepaid Funerals Limited UpheldFuneral Planning ServicesDRN-5922985 The complaint Miss O’s complained that Open Prepaid Funerals Limited (“OP”) unfairly refused to refund an administration fee when she cancelled her pre-paid funeral plan. What happened Miss O bought a prepaid funeral plan from OP at the end of 2023. She made an initial paym... (3 pages)View decision -
Decision Reference DRN-5952694
14 Nov 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5952694 The complaint Mr S believes that a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (Santander) was mis-sold to him. What happened In November 2022, Mr S acquired a used vehicle through a conditional sale agreement with Santa... (4 pages)View decision -
Decision Reference DRN-5952499
14 Nov 2025 Wakam UpheldInsuranceDRN-5952499 The complaint Mrs H complains that Wakam declined a claim on her pet insurance policy. Where I refer to Wakam, this includes its agents and claims handlers acting on its behalf. What happened Mrs H took her dog to the vet in February 2024. The vet carried out an examination ... (3 pages)View decision