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 400695 results
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Decision Reference DRN-5583715
13 Nov 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5583715 The complaint Mr G has complained that Wise Payments Limited (Wise’), refused to refund money he lost when he fell victim to a scam. Mr G’s complaint is brought to us through a representative but for ease I will refer to their comments as Mr G’s. What happened Mr G has had... (5 pages)View decision -
Decision Reference DRN-5873872
13 Nov 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5873872 The complaint Miss R’s complained – on her own behalf and on behalf of the late Mrs R’s estate – that Lloyds Bank General Insurance Limited haven’t dealt fairly with the subsidence claim made on their property insurance policy. What happened The history of this complaint is ... (5 pages)View decision -
Decision Reference DRN-5915568
13 Nov 2025 Saxo Capital Markets UK Ltd Not upheldInvestmentsDRN-5915568 The complaint S complains Saxo Capital Markets UK Ltd (trading as Saxo) acted without consent or authorisation when selling shares it owned and by closing its dealing account. It says this has resulted in losses, which Saxo are responsible for. Mr S is representing S. What... (7 pages)View decision -
Decision Reference DRN-5845534
13 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5845534 The complaint Mrs S complains about the credit limit increases that were applied to her credit card account with NewDay Limited as she says that she has a low credit score and is struggling to pay her debts due to the interest that has been added to her account. What happene... (4 pages)View decision -
Decision Reference DRN-5947880
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5947880 The complaint Mr L complains about Santander UK Plc not providing him with a refund when he became the victim of an impersonation and safe account scam. He also complains about their service. What happened On 6 November 2024, Mr L received a text from a well-known parcel de... (7 pages)View decision -
Decision Reference DRN-5588894
13 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5588894 The complaint B is a company. It complains through its director (whom I’ll refer to as Ms K) about the way in which National Westminster Bank plc has handled its overdraft. What happened In early 2022 Ms K changed her residential address, which was used for B’s bank accounts... (2 pages)View decision -
Decision Reference DRN-5805189
13 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5805189 The complaint Mrs L complains that a conditional sale agreement with Moneybarn No. 1 Limited, under which a car was supplied to her, was unaffordable for her and that the lending was irresponsible. Mrs L is being represented by a legal adviser. What happened A used car was s... (3 pages)View decision -
Decision Reference DRN-5888604
13 Nov 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5888604 The complaint Mr C complains that Plata Finance Limited lent to him irresponsibly when it made a loan to him. What happened Mr C applied to Plata Finance for a loan to consolidate his debts in July 2023 and it lent him £20,000 under a fixed sum loan agreement. Mr C agreed to... (3 pages)View decision -
Decision Reference DRN-5950079
13 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5950079 The complaint Mr M complains that Metro Bank PLC (‘Metro’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr M says that he received social media contact from someone I’ll call J in this decision. J said that she was a financial trader who wa... (6 pages)View decision -
Decision Reference DRN-5852072
13 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5852072 The complaint Mr and Mrs B complain about how Aviva Insurance Limited (“Aviva”) handled their home insurance claim. In particular with regards to the alternative accommodation. What happened Mr and Mrs B’s home suffered a flood in January 2024. As a result of the damage, th... (4 pages)View decision