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 400694 results
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Decision Reference DRN-5882915
15 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5882915 The complaint Mr W complains that he signed up for the 1p savings challenge with Monzo Bank Ltd but the transfers have failed to be made automatically. What happened Mr W signed up for the 1p savings challenge where transfers to a savings account are made daily increasing by... (2 pages)View decision -
Decision Reference DRN-5679353
15 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5679353 The complaint Mr G complains Aviva Insurance Limited (Aviva) didn’t provide the option to opt out of automatic policy renewal when he took out a motor insurance policy, and about the steps that were required to remove this after he had bought it. What happened When checking... (2 pages)View decision -
Decision Reference DRN-5679775
15 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5679775 The complaint Miss O complains U K Insurance Limited trading as Churchill (UKI) unfairly assessed her claim on her motor insurance policy as a fault and incorrectly told her she would lose her protected no claims discount (PNCD). She further complains she wasn’t given suppor... (3 pages)View decision -
Decision Reference DRN-5777863
15 Oct 2025 George Square Financial Management Ltd Not upheldInvestmentsDRN-5777863 The complaint The estate of Mrs R has complained about the advice the late Mrs R was given by George Square Financial Management Ltd (‘George Square’). The estate says the advice was inappropriate for Mrs R’s needs, other options weren’t adequately discussed and resulted in ... (9 pages)View decision -
Decision Reference DRN-5782391
15 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5782391 The complaint Mr I complains that Santander UK Plc won’t refund money he says he lost as the result of a scam. What happened The background to this complaint is familiar to the parties, so I’ll simply summarise it here. Briefly, Mr I says he found an attractive investment op... (2 pages)View decision -
Decision Reference DRN-5799447
15 Oct 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5799447 The complaint Mr S complains about Clydesdale Financial Services Limited (‘CF’) defaulting his loan accounts. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes ... (4 pages)View decision -
Decision Reference DRN-5703305
15 Oct 2025 Hastings Financial Services Limited Not upheldConsumer CreditDRN-5703305 The complaint Miss S says Hastings Financial Services Limited (‘Hastings’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a loan. What happened This complaint is about a loan Hastings provided to M... (4 pages)View decision -
Decision Reference DRN-5825888
15 Oct 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5825888 The complaint Mr A is unhappy Zempler Bank Limited trading as Cashplus won’t refund him, in full, the funds he lost, after he was the victim of a cryptocurrency recovery scam. What happened The facts of this complaint are well known to both parties so I will summarise the k... (3 pages)View decision -
Decision Reference DRN-5828674
15 Oct 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5828674 The complaint Mrs W is unhappy that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘BMWFS’) was of an unsatisfactory quality. What happened In March 2022, Mrs W was supplied with a used c... (5 pages)View decision -
Decision Reference DRN-5616217
15 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5616217 The complaint Mrs W has complained that Lloyds Bank PLC won’t refund the money she says she lost in a scam. What happened In late 2024, Mrs W complained to Lloyds via representatives. She said that her various payments to her external cryptocurrency accounts made between lat... (3 pages)View decision