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 386796 results
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Decision Reference DRN-5867652
22 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5867652 The complaint Mr G complains that Nationwide Building Society (‘Nationwide’) mishandled his account switch and refused to pay him the switch incentive bonus. What happened The details of this complaint are well known to both parties, so I will just provide a brief overview ... (3 pages)View decision -
Decision Reference DRN-5850479
22 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5850479 The complaint Mrs O complains that Zopa Bank Limited (Zopa) lent to her irresponsibly by providing a consolidation loan in February 2024. What happened Mrs O applied for and was granted the following loan from Zopa: Date Amount of credit APR Loan term Monthly repayment Febr... (3 pages)View decision -
Decision Reference DRN-5914527
22 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5914527 The complaint Mrs G and Mr G complain about the actions of HSBC UK Bank Plc when they lost money to a scam. Mrs G and Mr G are being represented by a legal representative but, for ease, I’ll only refer to Mrs G below. What happened The detailed background to this complaint... (4 pages)View decision -
Decision Reference DRN-5914492
22 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5914492 The complaint Mrs G complains about the actions of Wise Payments Limited when she lost money to a scam. Mrs G is being represented by a legal representative but, for ease, I’ll only refer to Mrs G below. What happened The detailed background to this complaint is well known... (3 pages)View decision -
Decision Reference DRN-5554572
22 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5554572 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money, hereinafter) hasn’t refunded the losses he’s incurred when he says he fell victim to an investment scam. What happened Mr H was approached about an investment opportunity with a par... (4 pages)View decision -
Decision Reference DRN-6040392
22 Dec 2025 Alan Steel (Asset Management) Limited Not upheldPensions and AnnuitiesDRN-6040392 The complaint Mrs W complains that Alan Steel (Asset Management) Limited (‘ASAM’) provided her with unsuitable investment advice and poor service in the later years of their advisory relationship, causing her financial loss and distress. Mrs W is represented in this complai... (10 pages)View decision -
Decision Reference DRN-5984676
22 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5984676 The complaint Mr N has complained about Monzo Bank Ltd not refunding several payments he says he made and lost to an authorised push payment (APP) investment scam. Mr N has referred his complaint via a representative, however for ease I will just refer to Mr N throughout. ... (3 pages)View decision -
Decision Reference DRN-5885850
22 Dec 2025 BISL Limited Not upheldInsuranceDRN-5885850 The complaint Mrs S complains that BISL Limited cancelled her motor insurance policy. She wants compensation for the inconvenience this has caused. What happened Mrs S’s policy was renewed through BISL, her broker/policy administrator, with no claims having been made within... (2 pages)View decision -
Decision Reference DRN-5849341
22 Dec 2025 Arval UK Limited UpheldConsumer CreditDRN-5849341 The complaint Mr H is unhappy with the quality of the car supplied under the hire agreement with Arval UK Limited (Arval). When I refer to what Mr H and/or Arval said or did, it should also be taken to include things said or done on their behalf. What happened In June 2024... (3 pages)View decision -
Decision Reference DRN-6039335
22 Dec 2025 National House-Building Council Not upheldInsuranceDRN-6039335 The complaint Mr and Mrs C complain about the way National House-Building Council (NHBC) handled a claim they made on their building warranty for several issues with their home. Mr C has been the main correspondent for the claim and complaint. As such, I’ve referred to him ... (3 pages)View decision
