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 400694 results
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Decision Reference DRN-6273730
7 Apr 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6273730 The complaint Mr and Mrs L complain about the settlement offered by AXA Insurance UK Plc (‘AXA’) following a claim they made on their landlord’s insurance policy. They also complain about the service provided when AXA were responding to the claim. Some of Mr and Mrs L’s diss... (7 pages)View decision -
Decision Reference DRN-6151651
7 Apr 2026 Acromas Insurance Company Limited UpheldInsuranceDRN-6151651 The complaint Mr C and Mrs C complain Acromas Insurance Company Limited (Acromas) unfairly settled a claim on Mrs C’s motor insurance policy after her car was damaged in an incident. Mrs C is the policy holder and Mr C is a named driver on the policy. Reference to Mrs C or ... (3 pages)View decision -
Decision Reference DRN-5895187
7 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5895187 The complaint A limited company, which I’ll refer to as ‘R’, is unhappy that Lloyds Bank PLC treated its Bounce Back Loan (“BBL”) as being in arrears, defaulted the loan, closed its business account and transferred the debt to recoveries, when its director believes it had be... (3 pages)View decision -
Decision Reference DRN-6158198
7 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6158198 The complaint Ms B is unhappy Barclays Bank UK PLC (‘Barclays’), won’t reimburse her for the money she lost after she paid an overseas merchant for goods that she never received. What happened The details and facts of this case are well-known to both parties, so I don’t nee... (4 pages)View decision -
Decision Reference DRN-6086424
7 Apr 2026 Santander UK Plc Not upheldMortgagesDRN-6086424 The complaint Ms P complains that Santander UK Plc unfairly reported she’d missed payments for her mortgage to the credit reference agencies. Ms P asks that Santander corrects her credit files and pays compensation. What happened Ms P was temporarily out of work and unable t... (2 pages)View decision -
Decision Reference DRN-6054995
7 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6054995 The complaint Miss D says MONZO BANK LIMITED (‘Monzo’), didn’t do enough to help when she fell victim to a job task scam. She says Monzo should reimburse the money she lost. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised... (4 pages)View decision -
Decision Reference DRN-6269866
7 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6269866 The complaint Around September 2024 National Westminster Bank Plc (NatWest) provided Miss E with a credit card. It had a credit limit of £7,250. Miss E says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so ... (2 pages)View decision -
Decision Reference DRN-6196870
7 Apr 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-6196870 The complaint Mr L is unhappy with the service he received when he returned a car he had been financing through an agreement with Santander Consumer (UK) Plc (Santander). What happened The detailed background to this complaint is well known to both parties. So, I’ll only pro... (3 pages)View decision -
Decision Reference DRN-6173160
7 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6173160 The complaint Ms R complains that Nationwide Building Society allowed duplicate amounts to be taken from her account which caused financial hardship. She also complains about conflicting information provided by a branch. What happened Ms R said she attempted to buy a rail t... (3 pages)View decision -
Decision Reference DRN-6087775
7 Apr 2026 Black Horse Limited Not upheldConsumer CreditDRN-6087775 The complaint Mr T complains that a car acquired under a hire purchase agreement with Black Horse Limited (“BHL”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the background of this complaint so I will only summari... (4 pages)View decision