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-5804332
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5804332 The complaint Mrs B says that Nationwide Building Society took too much money off of a cash deposit where she’d accidentally entered an overly large amount. What happened To summarise: in November 2024, Mrs B deposited cash and a cheque into her Nationwide account at a branc... (5 pages)View decision -
Decision Reference DRN-5425317
8 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5425317 The complaint Miss H complains Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VFSL) irresponsibly entered into a car finance agreement with her because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordabl... (4 pages)View decision -
Decision Reference DRN-5024093
8 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5024093 The complaint Mr U complains that Santander UK Plc (“Santander”) failed to refund a transaction he didn’t recognise. What happened Mr U explained that he noticed a payment had left his account which he hadn’t made. At the time of the payment, Mr U says he was returning from... (3 pages)View decision -
Decision Reference DRN-5773534
8 Sep 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5773534 The complaint Mr C complained about Watford Insurance Company Europe Limited. He isn’t happy about the way it looked to settle a claim under his motor insurance policy. What happened Mr C’s wife was driving when they were involved in a road traffic accident. Mr C thought the... (3 pages)View decision -
Decision Reference DRN-5308351
8 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5308351 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) failed to refund a transaction he didn’t recognise. What happened Mr R explained that he was abroad with friends and entered a club. He was initially asked to pay in cash and was taken to an automated teller machine ... (4 pages)View decision -
Decision Reference DRN-5804182
8 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5804182 The complaint Mr N is unhappy that Domestic & General Insurance Plc (“D&G”) declined a repair under his appliance warranty policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. Mr N h... (3 pages)View decision -
Decision Reference DRN-5798543
8 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5798543 The complaint Mr E complains that TSB Bank plc (“TSB”) failed to refund transactions he didn’t recognise. What happened Mr E noticed his account had less money than it should’ve after trying to purchase an item. He reported this to TSB, where it became apparent that a number... (3 pages)View decision -
Decision Reference DRN-5469938
8 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5469938 The complaint Mr D complains that Barclays Bank UK PLC won’t reimburse him after he made payments towards cryptocurrency investments – that he now considers to have been a scam. Mr D is professionally represented in bringing his complaint, but for ease of reading I’ll refer ... (2 pages)View decision -
Decision Reference DRN-5796899
8 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5796899 The complaint Mrs C complains that HSBC UK Bank Plc (“HSBC”) declined to refund a failed cash withdrawal. What happened Mrs C went to her local HSBC branch and withdrew £1,500. The cash, made up of 30 x £50 notes was counted in front of Mrs C. The cashier offered to place th... (4 pages)View decision -
Decision Reference DRN-5563228
8 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5563228 The complaint X is unhappy with how BUPA Insurance Limited (Bupa) has handled her dental insurance claim on her private medical insurance policy. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think ar... (3 pages)View decision
