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-5927021
5 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5927021 The complaint Mr W complains that Bank of Scotland trading as Halifax (“Halifax”) won’t refund the full amount of money he lost to a scam. Mr W was trustee over the accounts he has now complained about. What happened The background to this complaint is well-known to both par... (5 pages)View decision -
Decision Reference DRN-5720670
5 Nov 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5720670 The complaint This complaint is about an application that Miss H and Mr S made to Lenvi Servicing Limited for a substitution of security in connection with a Help To Buy mortgage they hold. The purpose of the substitution was to facilitate the purchase of the freehold of the... (2 pages)View decision -
Decision Reference DRN-5927960
5 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5927960 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money treated her unfairly when it agreed a credit card and subsequent limit increase. What happened In May 2022 Virgin Money agreed a credit card with a £6,500 limit. This was increased to £7,500 in M... (4 pages)View decision -
Decision Reference DRN-5925668
5 Nov 2025 Equifax Limited Not upheldConsumer CreditDRN-5925668 The complaint Mr M complains Equifax Limited are reporting inaccurate information on his credit file and haven’t taken reasonable steps to verify the information being reported. What happened Mr M has complained about the accuracy of data being reported on his credit file b... (8 pages)View decision -
Decision Reference DRN-5644348
5 Nov 2025 esure Insurance Limited Not upheldInsuranceDRN-5644348 The complaint Mrs M complains about the service provided by esure Insurance Limited (‘esure’) when she made a mid-term adjustment to her motor insurance policy. What happened The background to this complaint is well known to Mrs M and esure. In this decision I won’t repeat i... (3 pages)View decision -
Decision Reference DRN-5763640
5 Nov 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5763640 The complaint Mr and Mrs G complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined their claim when a leak from their bathroom caused damage to the downstairs of the property. What happened Mr and Mrs G made a claim when they noticed water damage i... (2 pages)View decision -
Decision Reference DRN-5801390
5 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5801390 The complaint Mr G complains National Westminster Bank Public Limited Company provided him with unaffordable credit and irresponsibly failed to remove an overdraft facility. What happened In July 2023 NatWest increased one of Mr G’s overdraft limits to £13,000; and in Novemb... (5 pages)View decision -
Decision Reference DRN-5926470
5 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5926470 The complaint Mr W complains that Metro Bank PLC (‘Metro’) won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr W saw an advert which appeared to be taken from a well-known tv show, where the host was talking to a celebrity. The celebrity... (5 pages)View decision -
Decision Reference DRN-5927744
4 Nov 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5927744 The complaint Mrs N complains Tesco Personal Finance Limited trading as Tesco Bank has treated her unfairly by failing to respond to a claim brought under Sections 75 and 140A of the Consumer Credit Act 1974 (“CCA”). Mrs N is represented in her complaint by a professional re... (6 pages)View decision -
Decision Reference DRN-5644669
4 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5644669 The complaint Mr J has complained that Santander UK Plc won’t refund money he says he lost in a scam. What happened In summary, during a day in 2024, Mr J made three payments from his Santander account to his account at a cryptocurrency exchange, totalling around £3,000. In ... (2 pages)View decision