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 401363 results
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Decision Reference DRN-5979555
15 Dec 2025 LDF Finance No. 3 Limited Not upheldBanking and PaymentsDRN-5979555 The complaint Mr C complains that that LDF Finance No.3 Limited (trading as White Oak UK) have behaved unreasonably when pursuing him for a debt which was taken out by his former company. For ease of reading, LDF refers to the respondent business and any agents acting on it... (4 pages)View decision -
Decision Reference DRN-6020870
15 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6020870 The complaint Mrs K, through a representative, complains that Monzo Bank Ltd has not refunded the money she lost through a scam. What happened As both parties are familiar with the details of the alleged scam, I will not repeat them here in full. In summary, Mrs K made the f... (4 pages)View decision -
Decision Reference DRN-6021151
15 Dec 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-6021151 The complaint Mr and Miss M complain that Barclays Bank UK PLC incorrectly promised them the interest rate applying to their buy-to-let mortgage would not increase at the end of the mortgage term. And that Barclays applied a punitive rate, causing their payments to substanti... (4 pages)View decision -
Decision Reference DRN-5798765
15 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5798765 The complaint Mr H has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund money he lost to a scam. What happened Mr H has said that he clicked on a deep fake video he came across on social media for a cryptocurrency website. Under the ... (5 pages)View decision -
Decision Reference DRN-5989817
15 Dec 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5989817 The complaint Mrs W complains about a transfer she requested with her stocks and shares individual savings account (ISA). She asked Financial Administration Services Limited (“FASL” trading as Fidelity) to transfer one of her funds to it from her current provider, but instea... (3 pages)View decision -
Decision Reference DRN-6020822
15 Dec 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-6020822 The complaint Mr L complains that Advantage Insurance Company Limited (Advantage) unfairly increased his motor insurance policy premium two months into his cover. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; The ... (4 pages)View decision -
Decision Reference DRN-5507933
15 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5507933 The complaint Mr B and Miss C are unhappy that Starling Bank Limited (‘Starling’) hasn’t reimbursed them the money they’ve lost, to what they believe was an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to all parties. So,... (6 pages)View decision -
Decision Reference DRN-6020868
15 Dec 2025 EE Limited UpheldConsumer CreditDRN-6020868 The complaint Miss G complains that EE Limited treated her unfairly in relation to a fixed sum loan agreement for a mobile phone device. She argues that she was given inaccurate information by EE which led to the full outstanding balance being due. What happened In March 20... (4 pages)View decision -
Decision Reference DRN-6005509
15 Dec 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-6005509 The complaint Mr and Miss M complain that Barclays Bank UK PLC incorrectly promised them the interest rate applying to their buy-to-let mortgage would not increase at the end of the mortgage term. And that Barclays applied a punitive rate, causing their payments to substanti... (4 pages)View decision -
Decision Reference DRN-6008739
15 Dec 2025 The IPS Partnership Limited Not upheldPensions and AnnuitiesDRN-6008739 The complaint Mrs P complains that The IPS Partnership Limited trading as James Hay Partnership (James Hay) is taking more than 50% of the interest earned on the portion of her self-invested personal pension (SIPP) held in cash. What happened Mrs P has a SIPP with James Hay... (4 pages)View decision