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-5649160
18 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5649160 The complaint Mr and Mrs H complain that U K Insurance Limited trading as Churchill has declined a claim for storm damage to their home. Mrs H is a joint policyholder, but as Mr H has mainly handled the claim and complaint, I’ve referred to him throughout this decision. Re... (3 pages)View decision -
Decision Reference DRN-5887141
18 Oct 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5887141 The complaint Mr H says that Motability Operations Limited (Motability) were unreasonable to terminate a finance agreement he had with them. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some ... (2 pages)View decision -
Decision Reference DRN-5870795
18 Oct 2025 Hampshire Trust Bank Plc Not upheldBanking and PaymentsDRN-5870795 The complaint Mr N complains about how Hampshire Trust Bank Plc (HTB) dealt with an account maturity. What happened Mr N says his HTB account matured in April 2025, and he gave it instructions for the money which was in excess of £100,000. He says about £53,000 of his money ... (2 pages)View decision -
Decision Reference DRN-5889203
18 Oct 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5889203 The complaint 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 J complains about charges she was asked to pay by Mitsubishi HC Capital UK PLC (who were Hitachi Capital (UK)) ... (4 pages)View decision -
Decision Reference DRN-5142463
18 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5142463 The complaint Mr T complains that Lloyds Bank PLC (‘Lloyds’) didn’t protect him when he says he was a victim of an investment 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 k... (3 pages)View decision -
Decision Reference DRN-4951112
17 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4951112 The complaint Mr M complains about Barclays Bank UK PLC. He says that he has fallen victim to a scam and would like Barclays to refund him the money he has lost as a result. What happened Mr M purchased a vehicle for £9,000 that he later discovered had been cloned and was ... (2 pages)View decision -
Decision Reference DRN-5801851
17 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5801851 The complaint Mr D complains about Nationwide Building Society. He says that Nationwide failed to protect him when he fell victim to a scam and would like it to refund him the money he has lost as a result. What happened Mr D was looking for investment opportunities online... (3 pages)View decision -
Decision Reference DRN-5796429
17 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5796429 The complaint Mr M complains about Monzo Bank Ltd. He says that he has been scammed and would like Monzo to refund him the money he has lost. What happened Mr M tried to purchase a camera via a social media marketplace for £630. Unfortunately, Mr M was scammed and lost his... (2 pages)View decision -
Decision Reference DRN-5843982
17 Oct 2025 British Gas Insurance Limited UpheldInsuranceDRN-5843982 The complaint Mr and Mrs Q have complained about British Gas Insurance Limited’s (British Gas) handling of the claims they made under the home emergency policy they hold with them. What happened The details of what happened are well known to both parties, so I will just summ... (3 pages)View decision -
Decision Reference DRN-5837430
17 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5837430 The complaint Ms S complains that Nationwide Building Society failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) investment scam. Ms S’s complaint was referred to us by a representative, but for ease I will refer to Ms S througho... (2 pages)View decision