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 392389 results
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Decision Reference DRN-5734256
5 Aug 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5734256 The complaint Mr and Mrs I complain that Barclays Bank UK PLC sent them a range of new fixed interest rate mortgage deals to choose from for their buy to let mortgage, then when they chose one and signed for it, Barclays said it wasn’t available to them. What happened Mr and... (4 pages)View decision -
Decision Reference DRN-5674339
5 Aug 2025 Interactive Brokers (U.K.) Limited Not upheldInvestmentsDRN-5674339 The complaint Mr C complains that Interactive Brokers (U.K.) Limited (“IB”) failed to credit his account with the money he’d transferred. He wants IB to pay him lost interest and compensation for his time. What happened Mr C has an execution only share dealing account with I... (2 pages)View decision -
Decision Reference DRN-5274947
5 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5274947 The complaint Mr T is unhappy Monzo Bank Ltd will not refund £2,370 he lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Mr T fell victim to a job/task scam. He was contacted via... (3 pages)View decision -
Decision Reference DRN-5501366
5 Aug 2025 Paragon Bank Plc Not upheldMortgagesDRN-5501366 The complaint Mrs C complains that Paragon Bank Plc (Paragon) mis-sold three mortgages to her. She says Paragon harassed her to take out the mortgage products, didn’t provide her with enough information about the mortgages, and that she’s lost out as a result. What happened ... (3 pages)View decision -
Decision Reference DRN-5735364
5 Aug 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5735364 The complaint Mrs K complains about the quality of a car supplied to her by Moneybarn No. 1 Limited (“Moneybarn”). What happened In late August 2024, Mrs K entered into a conditional sale agreement with Moneybarn for the supply of a used car. The car was around ten years old... (5 pages)View decision -
Decision Reference DRN-5305484
5 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5305484 The complaint Mrs G and Mr T complain that Aviva Life & Pensions UK Limited has overcharged them for the life and critical illness cover provided by a Homemaker Plus policy after their smoking status changed during the life of the contract. As Mr T brought the complaint ... (3 pages)View decision -
Decision Reference DRN-5732313
5 Aug 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5732313 The complaint Miss H complains AXA Insurance UK Plc (AXA) looked to cancel her motor insurance policy What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Miss H held a motor insurance policy provided by AXA. As ... (4 pages)View decision -
Decision Reference DRN-5735866
5 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5735866 The complaint Miss A says Barclays Bank UK PLC (“Barclays”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Miss A ... (3 pages)View decision -
Decision Reference DRN-5733789
5 Aug 2025 Nationwide Building Society Not upheldMortgagesDRN-5733789 The complaint Mr and Mrs H complain that Nationwide Building Society won’t allow them to make an overpayment onto their mortgage using a credit card. Mr H says Nationwide has previously accepted payment by credit card, so he wants it to do so again. What happened Whilst this... (4 pages)View decision -
Decision Reference DRN-5624420
5 Aug 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5624420 The complaint Mr C complains about the quality of a car he acquired under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (Santander). When I refer to what Mr C and/or Santander said or did, it should also be taken to incl... (7 pages)View decision