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 380824 results
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Decision Reference DRN-5832726
29 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5832726 The complaint Ms R complains Madison CF UK Limited trading as 118 118 Money (“118”) irresponsibly lent to her. What happened In July 2023 Ms R applied for a loan with 118. The application was accepted, and she was given a loan for £3,000. It was due to last for 36 months wi... (2 pages)View decision -
Decision Reference DRN-5848031
29 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5848031 The complaint Miss M complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Miss M says that in around June 2023 she discussed with three family members who live abroad the possibility of them coming to the U... (4 pages)View decision -
Decision Reference DRN-5682313
29 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5682313 The complaint Mrs N has complained Nationwide Building Society lodged a fraud-related marker on the industry fraud database, CIFAS, in her name and wouldn’t pay her compensation after its removal. What happened At the beginning of 2025 Mrs N was setting up her own business a... (2 pages)View decision -
Decision Reference DRN-5667706
29 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5667706 The complaint Mr B complains that Santander UK Plc (“Santander”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr B has explained that in O... (2 pages)View decision -
Decision Reference DRN-5846115
29 Sep 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5846115 The complaint Mrs R complains about Evolution Insurance Company Limited’s refusal to accept a claim in full made under her building warranty. Mrs R is represented in this complaint by Mr D. Any reference to the Evolution includes the actions of its agents. What happened B... (14 pages)View decision -
Decision Reference DRN-5846143
29 Sep 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5846143 The complaint Mr and Mrs R complain about Evolution Insurance Company Limited’s refusal to accept a claim in full made under their building warranty. Mr and Mrs R are represented in this complaint by Mr D. Any reference to the Evolution includes the actions of its agents. ... (14 pages)View decision -
Decision Reference DRN-5846192
29 Sep 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5846192 The complaint Mr and Mrs S complain about Evolution Insurance Company Limited’s refusal to accept a claim in full made under their building warranty. Mr and Mrs S are represented in this complaint by Mr D. Any reference to the Evolution includes the actions of its agents. ... (14 pages)View decision -
Decision Reference DRN-5846243
29 Sep 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5846243 The complaint Mr and Mrs S complain about Evolution Insurance Company Limited’s refusal to accept a claim in full made under their building warranty. Mr and Mrs S are represented in this complaint by Mr D. Any reference to the Evolution includes the actions of its agents. ... (14 pages)View decision -
Decision Reference DRN-5847465
29 Sep 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5847465 The complaint Mr and Mrs G complain about Evolution Insurance Company Limited’s refusal to accept a claim in full made under their building warranty. Mr and Mrs G are represented in this complaint by Mr D. Any reference to the Evolution includes the actions of its agents. ... (14 pages)View decision -
Decision Reference DRN-5388425
29 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5388425 The complaint Mrs C complains that Barclays Bank UK PLC (“Barclays”) blocked her accounts without notice. And by doing so, has failed to reasonably consider her circumstances. What happened Mrs C had a current account and savings account with Barclays. Mrs C has explained ... (3 pages)View decision
