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-5671369
11 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5671369 The complaint Mr B is unhappy that British Gas Insurance Limited (“BG”) declined his claim for a leaking waste pipe and refused to make good the inspection hole in his ceiling. What happened The background to this complaint is well-known to both parties, so I’ve summarised w... (3 pages)View decision -
Decision Reference DRN-5810776
11 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5810776 The complaint Ms V complains that Starling Bank Limited won’t refund the money she lost as part of a scam. What happened In May 2022 Ms V met someone on a dating app, I’ll call this person Mr B. After they’d been corresponding for a while Mr B told Ms V about his cryptocurr... (4 pages)View decision -
Decision Reference DRN-5483517
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5483517 The complaint Mr O complains that HSBC UK Bank Plc didn’t protect him from an investment scam. Mr O is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr O in this decision. What happened Mr O has said that he was introduced by a... (6 pages)View decision -
Decision Reference DRN-5793796
11 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5793796 The complaint Mr and Mrs N have complained that Nationwide Building Society (“Nationwide”) increased the amount they were being charged for medical upgrades on the travel insurance provided through the Flex Plus packaged bank account. Mr and Mrs N have also complained that t... (3 pages)View decision -
Decision Reference DRN-5711427
11 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5711427 The complaint Mrs F complains Moneybarn No. 1 Limited trading as Moneybarn irresponsibly provided her with an unaffordable conditional sale agreement to purchase a vehicle. Mrs F’s complaint has been brought by a professional representative, however for ease I’ve referred t... (4 pages)View decision -
Decision Reference DRN-5570048
11 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5570048 The complaint Miss V complains Santander UK Plc hasn’t refunded an unauthorised payment from her account after she was scammed by a fake travel company. What happened Miss V is represented by her father, who I understand is the one who was looking to purchase flights for a f... (3 pages)View decision -
Decision Reference DRN-5495265
11 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5495265 The complaint Miss S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY not refund money she says was lost to a scam. Miss S is represented by a firm, but for ease I have only referred to Miss S in this decision. What happened The details of this complaint are w... (2 pages)View decision -
Decision Reference DRN-5757187
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5757187 The complaint Ms S complains Monzo Bank Ltd won’t refund transactions made from her account which she says she didn’t make or authorise. What happened Ms S is disputing several transactions which debited her account totalling about £4,000 between 3 March 2025 and 27 April 2... (3 pages)View decision -
Decision Reference DRN-5623392
11 Sep 2025 EE Limited Not upheldConsumer CreditDRN-5623392 The complaint Mr L complained about the quality of a mobile phone supplied to him under a fixed sum loan agreement with EE Limited. What happened Mr L bought a mobile phone for around £1,700 through a fixed sum loan agreement with EE in July 2024. He needed to make monthly ... (3 pages)View decision -
Decision Reference DRN-5708842
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5708842 The complaint Mr and Mrs H complain that they’re unable to access their online banking via a web browser and HSBC UK Bank Plc (‘HSBC’) hasn’t resolved the issue. What happened Mr and Mrs H usually access their online banking via a web browser using a laptop or PC. In mid-Feb... (3 pages)View decision