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-5907257
27 Oct 2025 Bank of Scotland Plc UpheldMortgagesDRN-5907257 The complaint Mr G and Miss B complained that Bank of Scotland plc trading as Halifax didn’t shorten the term of their mortgage, although it told them it had. They felt they’d gained no benefit from a large overpayment at the start of their mortgage, and wanted Halifax to gi... (6 pages)View decision -
Decision Reference DRN-5877357
27 Oct 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5877357 The complaint Miss H complains that ReAssure Limited failed to comply with her instruction to pay a single lump sum payment from her pension into her bank account. She also complains that it did not provide an explanation for its failure to do so. What happened Miss H had a... (13 pages)View decision -
Decision Reference DRN-5908735
27 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5908735 The complaint Mr H has complained to Aviva Life & Pensions UK Limited that it took too long to transfer his late wife’s pension plans to a new income drawdown plan and that he’s lost out on investment growth as a result. What happened Mr H’s late wife had four pension pl... (11 pages)View decision -
Decision Reference DRN-5908874
27 Oct 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5908874 The complaint Mr R’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (13 pages)View decision -
Decision Reference DRN-5760950
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5760950 The complaint Mr M complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr M held an account with Monzo. In April 2025, it was credited... (3 pages)View decision -
Decision Reference DRN-5907728
27 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5907728 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) 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... (3 pages)View decision -
Decision Reference DRN-5776964
27 Oct 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5776964 The complaint Miss R complains MetLife Europe d.a.c (MetLife) has declined the claim she made under an income protection insurance policy. Miss R is being represented in this complaint, but for ease I’ve referred to Miss R throughout. What happened The circumstances of this ... (4 pages)View decision -
Decision Reference DRN-5908747
27 Oct 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5908747 The complaint Mr and Mrs R complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) deci... (10 pages)View decision -
Decision Reference DRN-5738080
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5738080 The complaint Mr E complains that Monzo Bank Ltd (Monzo) acted irresponsibly when they agreed to him having a revolving credit facility and subsequent credit limit increase. What happened In March 2022 Mr E applied for a Flex account with Monzo. His application was successfu... (4 pages)View decision -
Decision Reference DRN-5660911
27 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5660911 The complaint Ms M complains about how U K Insurance Limited (UKI) handled a claim under a motor insurance policy covering a vehicle leased under the Motability Scheme. Ms M was a carer for the lessee of the vehicle (her mother, who was disabled). The vehicle sustained damag... (3 pages)View decision
