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-5824812
21 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5824812 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”), won’t refund him money he lost after he fell victim to a scam. Mr B has brought his complaint to this service with the assistance of a professional representative, but for ease of reading I will refer to Mr B throu... (6 pages)View decision -
Decision Reference DRN-5883933
21 Jan 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5883933 The complaint Mr A complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happ... (4 pages)View decision -
Decision Reference DRN-6095766
21 Jan 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6095766 The complaint Mr B complains about a car he acquired through a finance agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (Alphera’) was of unsatisfactory quality. What happened The parties are familiar with the background details of thi... (4 pages)View decision -
Decision Reference DRN-5992540
21 Jan 2026 Hiscox Underwriting Limited Not upheldInsuranceDRN-5992540 The complaint A charity, which I will refer to as T in this decision, has complained about the handling of a claim by Hiscox Insurance Company Limited, made for business interruption losses under its business insurance policy. Mr W has brought the complaint on T’s behalf. Mr... (6 pages)View decision -
Decision Reference DRN-6092580
21 Jan 2026 Lloyds Bank PLC Not upheldMortgagesDRN-6092580 The complaint Ms S complains that Lloyds Bank PLC hasn’t treated her fairly in relation to her mortgage. What happened Ms S took out an interest only mortgage with Lloyds in December 2008. The loan was approximately £176,000 over a sixteen-year term. The term came to an end ... (5 pages)View decision -
Decision Reference DRN-6073369
21 Jan 2026 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-6073369 The complaint Mr Q complains that Quai Investment Services Limited (Quai) caused an avoidable delay to the transfer of his pension to a provider I’ll refer to as provider N. He believes this led to a financial loss. Quai upheld the complaint. But didn’t address the financial... (5 pages)View decision -
Decision Reference DRN-6095600
21 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6095600 The complaint Mr B is unhappy that Clydesdale Bank Plc trading as Virgin Money didn’t default his account at an earlier time than they eventually did. What happened Mr B had a credit account with Virgin which fell into arrears. In March 2023, Mr B engaged the services of a ... (4 pages)View decision -
Decision Reference DRN-6094371
21 Jan 2026 FREEMANS PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6094371 The complaint Mr D complains that Freemans Public Limited Company acted unfairly by agreeing a catalogue account limit, and subsequent limit increases, which he couldn’t afford to repay. What happened In June 2020 Freemans agreed a catalogue account with an initial limit of... (4 pages)View decision -
Decision Reference DRN-6088162
21 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6088162 The complaint Mrs K, via a representative, has complained that Santander UK Plc (“Santander”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything aga... (3 pages)View decision -
Decision Reference DRN-5792816
21 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5792816 The complaint Mr S is unhappy with how MBNA Limited acted in respect of reporting to his credit file. 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 with min... (4 pages)View decision