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 401363 results
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Decision Reference DRN-5879690
7 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5879690 The complaint Mr M’s complaint relates to the service provided by TSB Bank plc when he had a Lasting Power of Attorney (‘LPA’) registered on his account and there was a dispute between the two people who held power of attorney (‘POA’) at the time to manage his account. The ... (4 pages)View decision -
Decision Reference DRN-5777843
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5777843 The complaint Mr B complains that Barclays Bank UK PLC did not reimburse the funds he says he lost to a scam. Mr B has a professional representative, but I will only refer to him throughout this decision for simplicity. What happened Mr B’s son introduced him to an individua... (3 pages)View decision -
Decision Reference DRN-5906439
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5906439 The complaint Miss W complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Miss W is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss ... (5 pages)View decision -
Decision Reference DRN-5707593
7 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5707593 The complaint Miss M complains that Monzo Bank Ltd won’t refund the money she lost to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Miss M was search... (4 pages)View decision -
Decision Reference DRN-5922416
7 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5922416 The complaint Mrs P and Mr P complain about Liverpool Victoria Insurance Company Limited’s (“LV”) liability decision following a claim against their car insurance policy. Mr P has acted as the main representative during the claim and complaint process. So, for ease of refer... (4 pages)View decision -
Decision Reference DRN-5703034
7 Nov 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5703034 The complaint Mr and Mrs D complain that Barclays Bank UK PLC delayed the issue of instructions to their conveyancer, which meant their remortgage took longer. They said they ended up paying a much higher interest rate on their old mortgage, and they wanted Barclays to cover... (3 pages)View decision -
Decision Reference DRN-5440661
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5440661 The complaint Mr Y complains about the actions of Barclays UK Plc when he lost money to a scam. Mr Y is being represented by a legal representative but for ease of reading I’ll only refer to Mr Y. What happened The detailed background to this complaint is well known to bot... (2 pages)View decision -
Decision Reference DRN-5793356
7 Nov 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5793356 The complaint Mrs C and Mr C complain that a car acquired under a hire purchase agreement with Advantage Finance Limited (“Advantage”) wasn’t of satisfactory quality when it was supplied to them. Mrs C and Mr C are joint holders of the agreement, but for ease of reading I w... (4 pages)View decision -
Decision Reference DRN-5889032
7 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5889032 The complaint Miss R complains Santander UK Plc (Santander) unfairly declined a claim for a disputed transaction for faulty bathroom parts. What happened Both parties are familiar with the facts of the case, so I’ll summarise these here. Mr P is representing Miss R in this m... (4 pages)View decision -
Decision Reference DRN-5729521
7 Nov 2025 Nationwide Building Society UpheldConsumer CreditDRN-5729521 The complaint Mr S complains that Nationwide Building Society has unfairly reported adverse information about two loan accounts to credit reference agencies (CRAs). What happened Mr S previously complained to Nationwide about irresponsible lending relating to two loan accoun... (6 pages)View decision