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-5853827
14 Oct 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5853827 The complaint Miss C has complained about her car insurer Tradex Insurance Company PLC, she thinks it unfairly left her without a car in late 2024, through to spring 2025, causing her to incur costs as well as to suffer distress and inconvenience. What happened Miss C’s ca... (6 pages)View decision -
Decision Reference DRN-5821937
14 Oct 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5821937 The complaint Ms A’s complaint is about a mortgage she took out with her ex-partner with Clydesdale Bank Plc trading as Virgin Money (Virgin). She has complained about the amount of time Virgin allowed the mortgage to continue in arrears and doesn’t believe it made the right... (6 pages)View decision -
Decision Reference DRN-5407060
14 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5407060 The complaint Miss M complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she says was lost as the result of a scam. What happened Miss M made two payments to an individual I’ll refer to as B. The first payment was in December 2023 for £361 and the second payment ... (2 pages)View decision -
Decision Reference DRN-5478230
14 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5478230 The complaint Miss C complains that Santander UK Plc (‘Santander’) won’t refund the money she lost as the result of a scam. What happened In 2024, Miss C found a motorbike for sale on a social media marketplace. Miss C says she asked numerous questions and was shown picture... (3 pages)View decision -
Decision Reference DRN-5853612
13 Oct 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5853612 The complaint Mr K complains that Zopa Bank Limited changed the duration of his loan following an amendment to his repayment date. He’s also unhappy that changing the repayment date has resulted in additional interest being added to the loan. What happened On 9 July 2021 Mr ... (2 pages)View decision -
Decision Reference DRN-5062321
13 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5062321 The complaint Mr P complains Barclays Bank UK PLC didn’t do enough to protect him when he fell victim to a crypto investment scam. Mr P is professionally represented, however, to keep things simple, I’ll refer to Mr P throughout my decision. What happened The background to t... (3 pages)View decision -
Decision Reference DRN-5853194
13 Oct 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5853194 The complaint Mr M complains that MBNA Limited closed his account and registered a default on his credit file. What happened Mr M held a credit card account with MBNA. The account fell into arrears, and a Default Notice was issued on 29 June 2024. On 2 August 2024 Mr M conta... (3 pages)View decision -
Decision Reference DRN-5723846
13 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5723846 The complaint Mr G is unhappy with Nationwide Building Society. Mr G opted out of marketing communications from Nationwide but he’s still getting emails referring to better interest rates on other account. As Mr G lives abroad the accounts with higher interest rates don’t ap... (3 pages)View decision -
Decision Reference DRN-5753127
13 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5753127 The complaint Mrs V is unhappy with the service she received from Lloyds Bank PLC in relation to a credit card account. What happened Around February 2025 Mrs V explains she needed around £100 to insure a car she acquired. She says she called Lloyds and asked it to transfer... (3 pages)View decision -
Decision Reference DRN-5786324
13 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5786324 The complaint Mrs M complains about the decline of her contents insurance claim by Aviva Insurance Limited. Much of Mrs M’s dissatisfaction is related to the actions of agents that were appointed by Aviva. As Aviva have accepted responsibility for those agent’s actions, in m... (3 pages)View decision