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 381196 results
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Decision Reference DRN-5764895
26 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5764895 The complaint Miss K complains that Nationwide Building Society unfairly closed her accounts. What happened Between February and July 2023, Nationwide had cause to record three verbal and aggressive behaviour reports concerning Miss K’s contact with its staff. During a call... (3 pages)View decision -
Decision Reference DRN-5631873
26 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5631873 The complaint Miss D complains that Nationwide Building Society did not reimburse the funds she says she lost to a scam. What happened This investment was mostly organised by Miss D’s father, however for simplicity I will only be referring to Miss D throughout this decision,... (4 pages)View decision -
Decision Reference DRN-5609066
26 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5609066 The complaint Mrs N and Mrs W complain that Santander UK Plc (Santander) blocked their joint account, without telling them. They say the block was unnecessary and they received poor customer service when they raised the issue with Santander. What happened Mrs N and Mrs W hol... (4 pages)View decision -
Decision Reference DRN-5737645
26 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5737645 The complaint Mr and Mrs P are unhappy with how Inter Partner Assistance SA have dealt with a claim on their travel insurance policy. What happened Mr and Mrs P have a travel insurance policy underwritten by IPA. They went on a holiday with their children in December 2024.... (3 pages)View decision -
Decision Reference DRN-5576908
26 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5576908 The complaint Mr S complains Monzo Bank Ltd allowed fraudulent transactions to debit his account after he’d reported his debit card missing and it was blocked. What happened Mr S reported his debit card stolen on 11 December 2024. He later discovered transactions had been d... (2 pages)View decision -
Decision Reference DRN-5614304
26 Sep 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5614304 The complaint Mr and Mrs A complain Tradex Insurance Company PLC (“Tradex”) caused delays to their claim on their property insurance policy which significantly impacted the cost of their policy renewal. All references to Tradex include its agents. What happened Mr and Mrs A ... (3 pages)View decision -
Decision Reference DRN-5732916
26 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5732916 The complaint Ms C complains about the decline and the handling of her direct debit indemnity claim by Lloyds Bank Plc (Lloyds). What happened In July 2024 Ms C contacted Lloyds as she wanted to raise a direct debit indemnity claim in relation to payments made to a utility ... (4 pages)View decision -
Decision Reference DRN-5844468
26 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5844468 The complaint Mr K is unhappy HSBC UK Bank Plc (‘HSBC’) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) scam. What happened The details of this case are well-known to both parties, so I don’t need to repeat them at len... (4 pages)View decision -
Decision Reference DRN-5380002
26 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5380002 The complaint Mr A complains Bank of Scotland plc (trading as “Halifax”) refuses to refund him for transactions on his account he says he 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 sho... (3 pages)View decision -
Decision Reference DRN-5665691
26 Sep 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5665691 The complaint Mr R complains that AmTrust Specialty Limited has not accepted a claim on his legal expenses insurance policy. Where I refer to AmTrust, this includes its agents and claims handlers acting on its behalf. What happened Mr R took out a motor insurance policy for ... (2 pages)View decision
