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 375868 results
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Decision Reference DRN-5773457
26 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5773457 The complaint and background Mr B complains that Bank of Scotland plc trading as Halifax won’t reimburse the money he lost when he fell victim to a scam. Our investigator didn’t uphold the complaint. Although he found Halifax should have enquired about one of the payments, h... (3 pages)View decision -
Decision Reference DRN-5598916
26 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5598916 The complaint Mrs T has complained Clydesdale Bank plc, trading as Virgin Money, failed in any safeguarding of her expenditure when she spent on gaming sites in 2024-25. What happened Mrs T is represented in her complaint by her husband. For ease I will refer to both through... (3 pages)View decision -
Decision Reference DRN-5776506
26 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5776506 The complaint X complains about excess mileage charges BMW Financial Services (GB) Limited (BMWFS) asked him to pay at the end of his finance agreement and about adverse reports they have been making to his credit file. What happened I issued a provisional decision on this c... (4 pages)View decision -
Decision Reference DRN-5206837
26 Aug 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5206837 The complaint Mrs S complains that AmTrust Specialty Limited refused to provide her with subsidence cover under her home insurance policy. Mrs S is represented by solicitors in this complaint. For ease, I’ll refer to anything said by her representatives as being said by Mrs ... (2 pages)View decision -
Decision Reference DRN-5606964
26 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5606964 The complaint Mrs A has complained that Domestic & General Insurance Plc (D & G) incorrectly cancelled a repair and replacement policy for her TV, and she had to take out a new policy which was more costly. What happened In February 2025 Mrs A called D&G about o... (2 pages)View decision -
Decision Reference DRN-5777341
26 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5777341 The complaint Ms T has complained about what happened when she needed NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY to complete a form for the Department for Work and Pensions (DWP) so she could claim Support for Mortgage Interest (SMI). What happened Ms T complained to N... (4 pages)View decision -
Decision Reference DRN-5709462
26 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5709462 The complaint Mr H is unhappy with the way Volkswagen Financial Services (UK) Limited (“VWFS”) handled the settlement of his finance agreement. What happened Mr H bought a car with finance provided by VWFS. When he changed his car, he took out finance with VWFS again. The d... (3 pages)View decision -
Decision Reference DRN-5777278
26 Aug 2025 Age Partnership Limited Not upheldMortgagesDRN-5777278 The complaint Mr and Mrs H complain that Age Partnership Limited incorrectly told them that they would not be able to get an equity release mortgage because of the way their home was constructed. What happened In August 2022, Mr and Mrs H approached Age Partnership with a vi... (2 pages)View decision -
Decision Reference DRN-5777154
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5777154 The complaint Mr W complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr W is being represented by a third party. To keep things simple, I will refer to Mr W throughout my decision. What happened In summary, Mr W tells... (3 pages)View decision -
Decision Reference DRN-5684585
26 Aug 2025 eToro (UK) Ltd Not upheldBanking and PaymentsDRN-5684585 The complaint Mr A complains that eToro Ltd blocked and closed his accounts without providing a proper explanation. Mr A also complains about how long he has had to wait for eToro to arrange the return of his account balances. He says this caused him unnecessary stress and ... (5 pages)View decision
