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-5929423
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5929423 The complaint Mr L has complained about Monzo Bank Ltd not refunding several payments he says he made and lost to multiple investment scams. Mr L’s representative referred the complaint to us on his behalf, but for ease I will refer to Mr L throughout. What happened I issu... (5 pages)View decision -
Decision Reference DRN-5947670
13 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5947670 The complaint Mrs H has complained that Inter Partner Assistance SA (IPA) declined a claim she made on a travel insurance policy. What happened Mrs H took out the single-trip policy on 2 March 2025. However, she unfortunately became unwell and had to cancel the holiday. She... (3 pages)View decision -
Decision Reference DRN-5841737
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5841737 The complaint B, a limited company, complains Santander UK Plc gave notice in July 2025 that it planned to migrate B’s account, which is free from fees, to an account which incurs a monthly fee in October 2025. B says this is unfair as, when it opened the account, it was pro... (4 pages)View decision -
Decision Reference DRN-5781518
13 Nov 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5781518 The complaint Mr P complains Plata Finance Limited (Plata) failed to carry out through enough financial checks before it approved a loan for him. What happened Mr P says Plata approved a loan in April 2024 for £3,000, at a time when he was already heavily indebted and if Pla... (3 pages)View decision -
Decision Reference DRN-5841774
13 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5841774 The complaint Mr T complains Nationwide Building Society didn’t do enough to help get a refund for a transaction made on his debit card. What happened In June 2025, Mr T ordered a takeaway via a company I’ll call “J”, paying with his Nationwide debit card. Mr T says when th... (2 pages)View decision -
Decision Reference DRN-5791834
13 Nov 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5791834 The complaint Mr R complains that Allianz Insurance Plc declined a request for pre-authorisation of a claim on his pet insurance policy. What happened Mr R has had pet insurance for his cat for a number of years. The policy is underwritten by Allianz. In January 2025 Mr R we... (3 pages)View decision -
Decision Reference DRN-5752601
13 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5752601 The complaint Miss W, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In July 2019, Miss W acquired a used car financed by a condition... (3 pages)View decision -
Decision Reference DRN-5820764
13 Nov 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5820764 The complaint Miss N complains that Clydesdale Bank Plc, trading as Virgin Money, blocked access to all her accounts following the opening of a new account. Upon providing the necessary information to Virgin, the blocks remained in place for an unnecessary period. What happ... (3 pages)View decision -
Decision Reference DRN-5706727
13 Nov 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5706727 The complaint Mr A is complaining about Metro Bank PLC because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel job scam. After responding to an advert on social media, he agreed to take on a role that required him to... (3 pages)View decision -
Decision Reference DRN-5176787
13 Nov 2025 ReAssure Limited Not upheldInsuranceDRN-5176787 The complaint Mrs M complains on behalf of the M Trust about the way ReAssure Limited has administered a whole of life policy. She is unhappy that following a review the sum assured decreased dramatically and she wasn’t aware extortionate amounts of increased premiums would ... (5 pages)View decision