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-5922194
4 Nov 2025 Julian Hodge Bank Limited Not upheldMortgagesDRN-5922194 The complaint Mr A complains that Julian Hodge Bank Limited trading as Hodge reported him to a fraud prevention database in connection with an application he made for a mortgage. What happened In early 2024, Mr A applied to Hodge for a residential mortgage via a broker. Afte... (3 pages)View decision -
Decision Reference DRN-5792137
4 Nov 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5792137 The complaint Mrs H complains on behalf of her late husband’s estate that The Royal Bank of Scotland Plc (RBS) didn’t handle enquiries about the estate correctly causing delay and distress. What happened Mr H died on 5 August 2024. He held RBS accounts in his own name and a... (4 pages)View decision -
Decision Reference DRN-5725674
4 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5725674 The complaint Mrs Y complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) declined to cover a claim for a leaking roof under her home emergency insurance policy. Mrs Y is represented in her complaint, but for ease I’ll refer to her throughout. When I mention Admir... (3 pages)View decision -
Decision Reference DRN-5825428
4 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5825428 The complaint Mr S complained about the actions taken by Nationwide Building Society when it stopped a payment he wanted to make and placed a temporary block on his account until he completed further security checks. As a result of the delay this caused, Mr S incurred a fin... (3 pages)View decision -
Decision Reference DRN-5646918
4 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5646918 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo’) registered an adverse Cifas marker against him. What happened Mr H had a current account with Monzo. In January 2022, Monzo closed Mr H’s account with two months’ notice. Mr H complained to Monzo in December 2024, ... (3 pages)View decision -
Decision Reference DRN-5750606
4 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5750606 The complaint Mr F complains that Santander UK Plc unreasonably blocked his online account following a transaction that he made with absolutely no evidence. Mr F would like an apology and compensation between £5,000 and £10,000 due to all the inconvenience caused. What happ... (4 pages)View decision -
Decision Reference DRN-5336300
4 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5336300 The complaint Mr B complains that the car he acquired under a hire purchase agreement with MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality when it was supplied to him. What happened Mr B entered into a hire purchase agreement in May 2024 to acquire a used car... (4 pages)View decision -
Decision Reference DRN-5709223
4 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5709223 Complaint Mr W is unhappy that Nationwide Building Society didn’t reimburse him after he reported falling victim to a scam. Background In 2022, Mr W was introduced to an investment opportunity by a close friend. In this decision, I’ll refer to the company he invested with as... (6 pages)View decision -
Decision Reference DRN-5925947
4 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5925947 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund the money they lost as a result of a scam. The complaint is brought on Mr K’s behalf by a professional representative but for ease of reference I will refer to Mr K throughout t... (5 pages)View decision -
Decision Reference DRN-5916425
4 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5916425 The complaint Mr N is being represented by a claims manager. He’s complaining about Santander UK Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr N fell victim to a cruel investment scam. In February 2022, he used his Santander ac... (3 pages)View decision