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 369228 results
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Decision Reference DRN-5389201
6 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5389201 The complaint Mr C complains Lloyds Bank PLC closed his account in error. Mr C also complains about Lloyds’ poor communication with him about this error and the impact this mistake has had on his credit file. He further complains Lloyds has breached data protection legislati... (4 pages)View decision -
Decision Reference DRN-5372222
6 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5372222 The complaint Ms L’s complaint is about a claim she made on her U K Insurance Limited trading as Direct Line (‘UKI’) pet insurance policy which UKI declined. Ms L says UKI treated her unfairly. What happened Ms L took out a pet insurance policy with UKI which started to run ... (3 pages)View decision -
Decision Reference DRN-5534487
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5534487 The complaint Mrs D complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) refused to let her spend her own money without a good reason. She says this caused her trouble and upset. What happened I issued my provisional decision on this complaint inviting both p... (3 pages)View decision -
Decision Reference DRN-5537271
6 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5537271 The complaint Mr L complains Nationwide Building Society irresponsibly provided him with an unaffordable overdraft facility. Mr L also complains about Nationwide Building Society’s service, including its decision to not write-off his outstanding balance. What happened Nation... (6 pages)View decision -
Decision Reference DRN-5340748
6 May 2025 Bamboo Limited Not upheldConsumer CreditDRN-5340748 The complaint Mr A complains that Bamboo Limited was irresponsible to lend to him on two occasions. What happened Bamboo agreed two loans for Mr A. The first was for £5,000 agreed in February 2021. The total amount owed was £9,763.22 to be repaid over five years with month... (4 pages)View decision -
Decision Reference DRN-5469426
6 May 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5469426 The complaint A has complained that TSB Bank plc (“TSB”) didn’t credit its account for cheques that had been paid in via a Post Office. What happened On 13 May 2024, Mrs G (a director of A) paid a number of cheques in at a Post Office to be credited into A’s TSB account. The... (3 pages)View decision -
Decision Reference DRN-4942630
6 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4942630 The complaint Mr I complains that Monzo Bank Ltd (“Monzo”) 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 I has explained that between Au... (2 pages)View decision -
Decision Reference DRN-5514270
6 May 2025 esure Insurance Limited Not upheldInsuranceDRN-5514270 The complaint Ms C is unhappy her claim was declined by esure Insurance Limited (“esure”) when she noticed a leak which originated in her bathroom. She thought the service she received was unsatisfactory. Esure were providing a home insurance policy. What happened Ms C made ... (3 pages)View decision -
Decision Reference DRN-5378361
6 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5378361 The complaint Miss G complains Bank of Scotland plc (trading as Halifax) closed her accounts without providing a proper explanation. Miss G is also unhappy with the service she received from Halifax during the closure process. What happened The detailed background of this c... (6 pages)View decision -
Decision Reference DRN-5036301
6 May 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5036301 The complaint Miss R has complained about the service received off the back of purchasing goods using her Frasers Group Financial Services Limited (“FGFS”) credit agreement. What happened In November 2023 Miss R placed an order for a few items using her FGFS credit agreemen... (3 pages)View decision
