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 369228 results
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Decision Reference DRN-5454752
10 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5454752 The complaint Master S complains that Santander UK Plc defamed his character and slandered him due to the way it has contacted and addressed him. What happened Santander spoke to Master S and discovered that he does not like it when Santander refers to Master S as “you”, he... (2 pages)View decision -
Decision Reference DRN-5603915
10 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5603915 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost as the result of an authorised push payment (APP) scam. Mr A is represented by a third party, for ease of reading I will refer solely to Mr A in this decision. What happened Both parties are fami... (3 pages)View decision -
Decision Reference DRN-5536924
10 Jun 2025 Global Currency Exchange Network Ltd Not upheldBanking and PaymentsDRN-5536924 The complaint Mr D has complained about the spread that Global Currency Exchange Network Ltd trading as GC Partners (“GC Partners”) applied when carrying out a spot foreign exchange transaction for him. What happened Mr D sold a property overseas and wanted to convert around... (4 pages)View decision -
Decision Reference DRN-5492004
10 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5492004 The complaint Mr C complains that HSBC UK Bank Plc trading as first direct hasn’t refunded a payment he made using his debit card. He’s also unhappy with the overall level of service he has received when raising payment disputes. What happened In November 2024, Mr C called H... (2 pages)View decision -
Decision Reference DRN-5531032
10 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5531032 The complaint Miss W complains about how Admiral Insurance (Gibraltar) Limited dealt with a claim against her motor insurance policy. Reference to Admiral includes its agents. What happened Miss W had a motor insurance policy underwritten by Admiral. Miss W’s car was stolen... (3 pages)View decision -
Decision Reference DRN-5428829
10 Jun 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5428829 The complaint Mr H is unhappy that Lendable Ltd, trading as Zable, allowed him to transfer money to gambling websites. What happened In March 2024, Mr H raised a complaint with Zable because he was unhappy that they had allowed him to transfer money from his Zable account to... (4 pages)View decision -
Decision Reference DRN-5610659
10 Jun 2025 American International Group UK Limited Not upheldInsuranceDRN-5610659 The complaint Mrs D is unhappy that American International Group UK Limited (AIG) declined to fully settle her personal accident claim. What happened Mrs D has a personal accident policy underwritten by AIG. On 18 September 2024, Mrs D unfortunately tripped and fell which ca... (3 pages)View decision -
Decision Reference DRN-5388881
10 Jun 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5388881 The complaint Mr W complains The National Farmers’ Union Mutual Insurance Society Limited handled his business insurance claim poorly. NFU’s been represented for the claim by contractors. For simplicity in places, I’ve referred to the contractors’ actions as being NFU’s own... (3 pages)View decision -
Decision Reference DRN-5613973
10 Jun 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5613973 The complaint Mr C is unhappy with how MBNA Limited (“MBNA”) handled his claim for a refund. What happened Mr C purchased golf clubs from a supplier I shall call “G” in 2021. He says he discovered at the start of 2024, when he received findings from a custom golfing fitter ... (3 pages)View decision -
Decision Reference DRN-5355062
10 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5355062 The complaint This complaint is brought by Mr C in his capacity as a director of a limited company I will refer to as D Ltd. Mr C is unhappy that Barclays Bank UK PLC declined a request that D Ltd be allowed to rent out property mortgaged to Barclays. Mr C is also unhappy t... (3 pages)View decision
