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 380824 results
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Decision Reference DRN-5784929
9 Oct 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5784929 The complaint Mrs K and Mr S complain that their fixed rate bond with Skipton Building Society was reinvested on maturity without their consent or approval. What happened Mrs K and Mr S held a 28-month fixed rate bond which they took out in November 2022. In February 2025, S... (3 pages)View decision -
Decision Reference DRN-5456215
9 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5456215 The complaint Ms C and Mrs P complain that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) won’t refund money they say they lost in a scam. Ms C and Mrs P are being represented by a professional representative, but I have mainly referred to Ms C or Mrs P for ease ... (3 pages)View decision -
Decision Reference DRN-5741013
9 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5741013 The complaint Mr S complains that Monzo Bank Ltd (Monzo) was irresponsible for approving a personal current account overdraft, as it was unaffordable for him. Mr S also complains that the cost of monthly fees means he’s now unable to repay the overdraft. What happened Mr S ... (4 pages)View decision -
Decision Reference DRN-5846767
9 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5846767 The complaint Ms K complains that Legal and General Assurance Society Limited (L&G) has stopped paying benefit for an incapacity claim she made on a group income insurance policy. What happened The background to this complaint is well known to both parties. So I’ve simpl... (6 pages)View decision -
Decision Reference DRN-5871838
9 Oct 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5871838 The complaint Mr W complains that The Co-operative Bank Plc has declined to refund transactions that were made from his account. What happened Between August and October 2024, a number of transactions were made from Mr W’s account. He says these transactions were not made by... (3 pages)View decision -
Decision Reference DRN-5712167
9 Oct 2025 ReAssure Limited Not upheldInsuranceDRN-5712167 The complaint Mr C complains that ReAssure Limited mis-sold him a personal income protection insurance policy. While another business was originally sold the policy to Mr C, ReAssure is now responsible for the contract. So I’ve referred to ReAssure throughout. What happened ... (2 pages)View decision -
Decision Reference DRN-5757044
9 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5757044 The complaint Mr J complains about his insurer, Admiral Insurance (Gibraltar) Limited (Admiral), deeming his vehicle a total loss after an accident. He’s also unhappy at the valuation Admiral placed on the vehicle, an overseas import, as well as Admiral’s overall handling of... (6 pages)View decision -
Decision Reference DRN-5721492
9 Oct 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5721492 The complaint Mr B’s complaint is about a claim he made on his Allianz Insurance Plc (‘Allianz’) pet insurance policy, which Allianz declined to cover. Mr B says Allianz treated him unfairly by declining his claim and adding an exclusion to the policy from the start of it. W... (3 pages)View decision -
Decision Reference DRN-5586366
9 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5586366 The complaint Mr A complains that Santander UK Plc won’t refund him the money he lost in an investment scam. Mr A is being represented by a professional representative, but for ease of reading I’ll just refer to Mr A. What happened The circumstances surrounding this complain... (5 pages)View decision -
Decision Reference DRN-5742078
9 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5742078 The complaint Mr R complains that Nationwide Building Society victimised him and caused him anxiety by not supplying him with a replacement card when his previous debit card was stolen and misused. What happened Nationwide called Mr R on 29 March 2025 to ask if he’d try to m... (2 pages)View decision
