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-6105194
4 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6105194 The complaint Mr and Mrs M complain that Lloyds Bank PLC hasn’t reimbursed all the money they lost to a scam. What happened Mr and Mrs M lost money to an investment they made in 2020. In 2023, a scammer contacted Mr and Mrs M and told them that the money they’d lost to the i... (3 pages)View decision -
Decision Reference DRN-6045803
4 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-6045803 The complaint Mr H complains that NATIONAL WESTMINSER BANK PUBLIC LIMITED COMPANY recorded a marker against him with Cifas, a fraud prevention database, in connection with a mortgage application. What happened In 2022 Mr H says he made a general enquiry with a mortgage broke... (3 pages)View decision -
Decision Reference DRN-5876801
4 Feb 2026 Monzo Bank Ltd Not upheldInvestmentsDRN-5876801 The complaint Mr F complains about the way Monzo Bank Limited treated him when he enquired about opening a stocks and shares ISA with them. What happened On 20 November 2024, Mr F made an enquiry to Monzo using their online chat system about how many Investment Pots he coul... (4 pages)View decision -
Decision Reference DRN-6056325
4 Feb 2026 Marshmallow Insurance Limited Not upheldInsuranceDRN-6056325 The complaint Mr K complains that Marshmallow Insurance Limited (Marshmallow) unfairly increased his motor insurance policy premium at renewal. What happened The circumstances of this case are known to both parties, but in summary Mr K held a motor insurance policy with Mars... (3 pages)View decision -
Decision Reference DRN-6008673
4 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6008673 The complaint Mr R complains that Santander UK Plc (“Santander”) won’t refund him the money he lost, to what he believes to be an Authorised Push Payment (“APP”) investment scam. What happened The background to this complaint is well known to both parties and has been laid ... (6 pages)View decision -
Decision Reference DRN-6108242
4 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-6108242 The complaint Mr G and Mrs G complain about the way Aviva Insurance Limited (‘Aviva’) handled an escape of water claim under their home insurance policy. What happened Mr and Mrs G held a home insurance policy underwritten by Aviva which was taken out through a broker. In S... (5 pages)View decision -
Decision Reference DRN-5887494
4 Feb 2026 Santander UK Plc Not upheldInvestmentsDRN-5887494 The complaint The estate of Mrs D complains that Santander UK Plc denied the existence of an investment she held. The estate claim that Santander have acted fraudulently. The estate is also unhappy that Santander will only deal with one of the executors. To put things right,... (4 pages)View decision -
Decision Reference DRN-5986282
4 Feb 2026 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5986282 The complaint Ms D complains about the way St James’s Place Wealth Management Plc handled her entitlement to her ex-husband’s pension under a Pension Sharing Order. What happened Ms D’s ex-husband (I’ll refer to him as “Mr X”) had a pension plan with St James’s Place Wealth... (3 pages)View decision -
Decision Reference DRN-6103643
4 Feb 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6103643 The complaint Mrs K complains that Creation Consumer Finance Limited (‘Creation’) declined her credit application after saying she was approved in an eligibility checker. Mrs K wants the hard search removed from her credit file. What happened Mrs K sought to finance a store... (3 pages)View decision -
Decision Reference DRN-5884296
4 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5884296 The complaint Ms B complains Tandem Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her under Section 140A of the CCA. Ms B is represented in her... (12 pages)View decision