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-5737529
6 Oct 2025 OneSavings Bank Plc Not upheldBanking and PaymentsDRN-5737529 The complaint Mrs D has complained that her account with OneSavings Bank Plc trading as Kent Reliance Banking Services (‘KRBS’) isn’t eligible to be managed online. Mrs D has been represented in bringing her complaint, by her daughter, Ms D. What happened Ms D operates Mrs D... (2 pages)View decision -
Decision Reference DRN-5697345
6 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5697345 The complaint The estate of Mrs S (the ‘Estate’) has complained that Lloyds Bank PLC failed to protect Mrs S’ funds, because it should have been clear she had compulsive spending issues. What happened The Estate has explained that from 2014, Mrs S regularly bought items (par... (2 pages)View decision -
Decision Reference DRN-5724929
6 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5724929 The complaint Mr R has complained that Santander UK Plc failed to effect a £5,000 transfer to his Australian bank account. What happened Mr R went to visit family in Australia, but ran out of money. So, he contacted Santander, to ask it to transfer funds to his Australian ac... (2 pages)View decision -
Decision Reference DRN-5737540
6 Oct 2025 Triodos Bank UK Limited Not upheldBanking and PaymentsDRN-5737540 The complaint Mr W has complained that Triodos Bank UK Limited discriminated against him when he applied for an account with it. What happened Mr W applied for an account with Triados. As part of this, he was required to take a photograph of himself for ID purposes. But, he ... (2 pages)View decision -
Decision Reference DRN-5726039
6 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5726039 The complaint Mrs M has complained about repeated issues with using the Lloyds Bank PLC mobile banking app. What happened Mrs M has complained that she has trouble accessing the Lloyds banking up the majority of the time. Despite contacting Lloyds’ IT team, the problem persi... (2 pages)View decision -
Decision Reference DRN-5640805
5 Oct 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5640805 The complaint Mr and Mrs H have complained that Red Sands Insurance Company (Europe) Limited (“Red Sands”) hasn’t paid them the increased rate for repairs to their windows, following delays in its handling of their claim. What happened Mr and Mrs H had new windows installed ... (3 pages)View decision -
Decision Reference DRN-5740894
4 Oct 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5740894 The complaint Mr and Mrs S have complained in their capacity as directors of limited company “F”, about Accelerant Insurance Europe SA/NV UK Branch (“Accelerant”) and its handling of a building insurance claim, following damage caused by an ingress of water. What happened In... (5 pages)View decision -
Decision Reference DRN-5619634
4 Oct 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5619634 The complaint Mrs J complains that Metro Bank Plc (Metro) won’t provide her with a refund after she became victim of a cryptocurrency investment recovery scam. Mrs J is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed ba... (6 pages)View decision -
Decision Reference DRN-5683554
4 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5683554 The complaint Ms W complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to an investment scam. Ms W is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to this complaint is well k... (7 pages)View decision -
Decision Reference DRN-5519995
3 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5519995 The complaint Mr H is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr H has explained that between June and July 2024 he made... (4 pages)View decision