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-5869157
4 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5869157 The complaint Mr P complains that Aviva Insurance Limited declined his claim against a travel insurance policy. Reference to Aviva includes its agents. What happened In summary, Mr P has the benefit of travel insurance underwritten by Aviva as part of a current account. His... (3 pages)View decision -
Decision Reference DRN-5861911
4 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5861911 The complaint Mrs H complains that Nationwide Building Society (‘Nationwide’) acted irresponsibly when it provided her with an overdraft facility. She says the overdraft became unaffordable and that Nationwide failed to take action to support her when she asked for help. She... (4 pages)View decision -
Decision Reference DRN-5910124
4 Nov 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5910124 The complaint Mr B complains about the length of time it took St. James's Place Wealth Management Plc (SJP) to transfer the deferred benefits from his occupational pension scheme to his SJP Retirement Account. Mr B considers he lost £39,170 as a result of the delays as ... (6 pages)View decision -
Decision Reference DRN-5779705
4 Nov 2025 Nationwide Building Society Not upheldMortgagesDRN-5779705 The complaint Mr A complains that Nationwide Building Society reported him to a fraud prevention database following an application for a mortgage. What happened In 2024, Mr A applied to Nationwide for a mortgage. Nationwide refused the application, and reported Mr A to a fra... (2 pages)View decision -
Decision Reference DRN-5620499
4 Nov 2025 TSB Bank plc Not upheldMortgagesDRN-5620499 The complaint Mr A complains that TSB Bank plc reported him to a fraud prevention database in connection with a mortgage application. What happened In November 2024 Mr A applied to TSB for a mortgage to purchase a property. TSB declined the application. Mr A later discovered... (2 pages)View decision -
Decision Reference DRN-5922194
4 Nov 2025 Julian Hodge Bank Limited Not upheldMortgagesDRN-5922194 The complaint Mr A complains that Julian Hodge Bank Limited trading as Hodge reported him to a fraud prevention database in connection with an application he made for a mortgage. What happened In early 2024, Mr A applied to Hodge for a residential mortgage via a broker. Afte... (3 pages)View decision -
Decision Reference DRN-5792137
4 Nov 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5792137 The complaint Mrs H complains on behalf of her late husband’s estate that The Royal Bank of Scotland Plc (RBS) didn’t handle enquiries about the estate correctly causing delay and distress. What happened Mr H died on 5 August 2024. He held RBS accounts in his own name and a... (4 pages)View decision -
Decision Reference DRN-5725674
4 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5725674 The complaint Mrs Y complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) declined to cover a claim for a leaking roof under her home emergency insurance policy. Mrs Y is represented in her complaint, but for ease I’ll refer to her throughout. When I mention Admir... (3 pages)View decision -
Decision Reference DRN-5825428
4 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5825428 The complaint Mr S complained about the actions taken by Nationwide Building Society when it stopped a payment he wanted to make and placed a temporary block on his account until he completed further security checks. As a result of the delay this caused, Mr S incurred a fin... (3 pages)View decision -
Decision Reference DRN-5646918
4 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5646918 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo’) registered an adverse Cifas marker against him. What happened Mr H had a current account with Monzo. In January 2022, Monzo closed Mr H’s account with two months’ notice. Mr H complained to Monzo in December 2024, ... (3 pages)View decision