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-5845045
5 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5845045 The complaint Mr P complains about how Monzo Bank Ltd (‘MB’) handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum forma... (3 pages)View decision -
Decision Reference DRN-5763757
5 Nov 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5763757 The complaint Mrs H has complained that The Royal Bank of Scotland Plc (RBS) won’t refund the money she lost after falling victim to a scam. What happened In summary, Mrs H has explained that in 2022 she entered into several cryptocurrency investment schemes on the advice of... (2 pages)View decision -
Decision Reference DRN-5747483
5 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5747483 The complaint Mr M complains that Nationwide Building Society (“Nationwide”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr M has explain... (3 pages)View decision -
Decision Reference DRN-5734970
5 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5734970 The complaint Ms B and Mr H complain that UK Insurance Limited trading as Churchill have handled their subsidence claim poorly. What happened Ms B and Mr H held a buildings insurance policy with Churchill on which they made a claim for subsidence. They have made a previous... (4 pages)View decision -
Decision Reference DRN-5930564
5 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5930564 The complaint Mr H is unhappy that TSB Bank plc said it may close his account when responding to a complained he had raised with it. What happened Mr H complained when TSB declined an application for its Emergency Flee Fund (EFF). TSB didn’t uphold the complaint. And when ... (3 pages)View decision -
Decision Reference DRN-5732657
5 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5732657 The complaint A limited company, which I’ll refer to as ‘B’, complains that National Westminster Bank Public Limited Company (“NatWest”) defaulted its Bounce Back Loan (“BBL”) for non-payment. B’s complaint is brought to this service by its director, whom I’ll refer to as ‘M... (3 pages)View decision -
Decision Reference DRN-5860808
5 Nov 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5860808 The complaint Mrs M and the estate of Mr M are unhappy that Great Lakes Insurance UK Limited hasn’t paid (in full) a claim made under a travel insurance policy (‘the policy’). They’re also unhappy with the way the claim was handled and the assistance received whilst abroad. ... (7 pages)View decision -
Decision Reference DRN-5870667
5 Nov 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5870667 The complaint Mr and Mrs W complain about how Zurich Insurance Company Ltd dealt with a claim against a personal accident and business travel insurance policy. Reference to Zurich includes its agents. Mr W has led the claim and complaint but I’ll refer to both Mr and Mrs W. ... (3 pages)View decision -
Decision Reference DRN-5825599
5 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5825599 The complaint Mrs H complains Barclays Bank UK PLC won’t refund the money she lost to what she believes was an investment scam. In bringing this complaint Mrs H is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this ... (6 pages)View decision -
Decision Reference DRN-5669643
5 Nov 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5669643 The complaint Miss D complained about the way Telefonica UK Limited trading as O2 (“O2”) dealt with a repair for a phone she bought through a fixed sum loan agreement with it. What happened The circumstances of the complaint are well known to the parties, so I’m not going t... (3 pages)View decision