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-5707593
7 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5707593 The complaint Miss M complains that Monzo Bank Ltd won’t refund the money she lost to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Miss M was search... (4 pages)View decision -
Decision Reference DRN-5922416
7 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5922416 The complaint Mrs P and Mr P complain about Liverpool Victoria Insurance Company Limited’s (“LV”) liability decision following a claim against their car insurance policy. Mr P has acted as the main representative during the claim and complaint process. So, for ease of refer... (4 pages)View decision -
Decision Reference DRN-5703034
7 Nov 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5703034 The complaint Mr and Mrs D complain that Barclays Bank UK PLC delayed the issue of instructions to their conveyancer, which meant their remortgage took longer. They said they ended up paying a much higher interest rate on their old mortgage, and they wanted Barclays to cover... (3 pages)View decision -
Decision Reference DRN-5440661
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5440661 The complaint Mr Y complains about the actions of Barclays UK Plc when he lost money to a scam. Mr Y is being represented by a legal representative but for ease of reading I’ll only refer to Mr Y. What happened The detailed background to this complaint is well known to bot... (2 pages)View decision -
Decision Reference DRN-5793356
7 Nov 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5793356 The complaint Mrs C and Mr C complain that a car acquired under a hire purchase agreement with Advantage Finance Limited (“Advantage”) wasn’t of satisfactory quality when it was supplied to them. Mrs C and Mr C are joint holders of the agreement, but for ease of reading I w... (4 pages)View decision -
Decision Reference DRN-5889032
7 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5889032 The complaint Miss R complains Santander UK Plc (Santander) unfairly declined a claim for a disputed transaction for faulty bathroom parts. What happened Both parties are familiar with the facts of the case, so I’ll summarise these here. Mr P is representing Miss R in this m... (4 pages)View decision -
Decision Reference DRN-5729521
7 Nov 2025 Nationwide Building Society UpheldConsumer CreditDRN-5729521 The complaint Mr S complains that Nationwide Building Society has unfairly reported adverse information about two loan accounts to credit reference agencies (CRAs). What happened Mr S previously complained to Nationwide about irresponsible lending relating to two loan accoun... (6 pages)View decision -
Decision Reference DRN-5742673
7 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5742673 The complaint Miss W complains that INTACT INSURANCE UK LIMITED (Intact) didn’t appoint solicitors to pursue legal action for a personal injury claim on a legal expenses insurance policy What happened Miss W held a legal expenses insurance policy with Intact (although the po... (2 pages)View decision -
Decision Reference DRN-5718983
7 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5718983 The complaint Ms A is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms A realised she’d been scammed after thinking she’d purchased a flight from a legitimate travel agent. The payment of £480 was made b... (3 pages)View decision -
Decision Reference DRN-5786234
7 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5786234 The complaint Mr B’s unhappy with the time it took Nationwide Building Society (Nationwide) to provide proof of an international payment for a property sale in Ukraine – which led to further costs. What happened Mr B instructed Nationwide to send a £5,080.05 payment to Ukrai... (3 pages)View decision