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-5919137
5 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5919137 The complaint Mr S has complained about how Monzo Bank Ltd (Monzo) handled refund claims he made to them. What happened Mr S used his Monzo Debit Card and Monzo Flex Credit Card for several gambling transactions via online websites towards the end of 2023. However he later c... (4 pages)View decision -
Decision Reference DRN-5928751
5 Nov 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5928751 The complaint Mr J has complained that Assurant General Insurance Limited unfairly and unreasonably refused to consider his claim under his mobile phone insurance. What happened Mr J was cycling to a train station on 20 March 2025 and needed to use his phone along the way. ... (4 pages)View decision -
Decision Reference DRN-5570587
5 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5570587 The complaint Miss M complains Barclays Bank UK PLC trading as Tesco Bank (Barclays) failed to carry out sufficient financial checks before approving a credit card account for her. What happened Miss M says Barclays approved a credit card account for her in February 2023 wit... (3 pages)View decision -
Decision Reference DRN-5928764
5 Nov 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5928764 The complaint Mr B, with the assistance of a representative, complains Lloyds Bank PLC changed the address it held for him to an address of a third party without his consent, which consequently led to delays in him getting a replacement debit card. He also complains Lloyds c... (3 pages)View decision -
Decision Reference DRN-5742128
5 Nov 2025 Family Assurance Friendly Society Limited Not upheldInvestmentsDRN-5742128 The complaint Mr C complains Family Assurance Friendly Society Limited trading as OneFamily didn’t send him annual statements about his son’s Child Trust Fund. He complains that he would have taken action to address the poor performance of his son’s Child Trust Fund had it d... (2 pages)View decision -
Decision Reference DRN-5914054
5 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5914054 The complaint Mr A complains that Lloyds Bank plc (‘Lloyds’) unfairly decreased his credit limit and blocked his credit card after he’d asked for help managing his other accounts. Mr A wants his credit limit to be restored, his account unblocked, for negative entries to be ... (3 pages)View decision -
Decision Reference DRN-5726269
5 Nov 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5726269 The complaint Miss R complains about the quality of a car she acquired under a hire purchase agreement with FIRST RESPONSE FINANCE LIMITED (FR). When I refer to what Miss R and/or FR said or did, it should also be taken to include things said or done on their behalf. What ... (5 pages)View decision -
Decision Reference DRN-5924722
5 Nov 2025 Openwork Limited UpheldMortgagesDRN-5924722 The complaint Mr and Mrs M complain that The Mortgage Branch – an appointed representative if Openwork Limited trading as The Openwork Partnership recommended a mortgage that was not suitable for them. What happened In 2021 Mr and Mrs M approached a mortgage broker, The Mort... (11 pages)View decision -
Decision Reference DRN-5846200
5 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5846200 The complaint Mr M complains that Starling Bank Limited (‘Starling’) as the receiving bank, could’ve prevented the loss he suffered. What happened In 2021, Mr M was introduced to an individual by a friend he’d known since secondary school and trusted. I’ll refer to the indi... (3 pages)View decision -
Decision Reference DRN-5882964
5 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5882964 The complaint Mr E complains that HSBC UK Bank Plc has restricted his account and withheld access to funds. What happened Mr E had an account with HSBC. On a number of occasions in 2024, HSBC restricted Mr E’s account. HSBC says this was because third party banks had contact... (2 pages)View decision