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 367928 results
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Decision Reference DRN-5320638
14 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5320638 The complaint Ms M complains Nationwide Building Society (“Nationwide”) has unfairly blocked her account after it had concerns about a payment she wanted to make. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. I... (1 page)View decision -
Decision Reference DRN-5264166
14 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5264166 The complaint Mr O complains Monzo Bank Ltd, trading as Monzo, closed his account without notice nor explanation and applied a fraud marker against him. Mr O says Monzo’s actions have substantively impacted him, and his plans, given his young age and status as a student. To ... (3 pages)View decision -
Decision Reference DRN-5312496
14 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5312496 The complaint Miss J complains that Lloyds Bank PLC failed to transfer funds from her Individual Savings Account (ISA) as requested by her. What happened Miss J had an ISA with a business that I will refer to as ‘Company A’. In August 2023 she opened a two-year fixed rate IS... (3 pages)View decision -
Decision Reference DRN-5399589
14 Mar 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5399589 The complaint H – a limited company – is complaining that Marshmallow Insurance Limited has declined a claim it made against a motor insurance policy and subsequently cancelled the policy. H has been represented by its director who I shall refer to as Mr S. What happened In ... (3 pages)View decision -
Decision Reference DRN-5382202
14 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5382202 The complaint Mr K complains Monzo Bank Ltd (“Monzo”) closed his account and applied an adverse fraud marker against him. Mr K says the application of the marker has caused him substantive distress. To put things right, Mr K wants Monzo to remove the fraud marker. What happe... (4 pages)View decision -
Decision Reference DRN-5231934
14 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5231934 The complaint A company, which I’ll refer to as K, complains that Santander UK Plc (Santander) underpaid interest on a 12 Month Business Bond and provided poor customer service after its maturity. In bringing this complaint, K is represented by its director, who I’ll refer ... (5 pages)View decision -
Decision Reference DRN-5336812
14 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5336812 The complaint Mr and Mrs T complain that Topaz Finance Limited trading as Hessonite Mortgages unfairly reported mortgage arrears to the credit reference agencies. What happened Mr and Mrs T have several buy to let mortgages with Hessonite. Mr T called Hessonite in May 2024. ... (3 pages)View decision -
Decision Reference DRN-5021015
14 Mar 2025 IG Index Limited Not upheldInvestmentsDRN-5021015 The complaint Mr Z complains IG Index Limited (‘IG’) shouldn’t have treated him as an elective professional client. He wants IG to refund losses he made while trading as an elective professional client. What happened In October 2008 Mr Z applied for a spread betting account ... (6 pages)View decision -
Decision Reference DRN-5357493
14 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5357493 The complaint Mr A complains Wise Payments Limited (“Wise”) closed his account immediately and without explanation. Mr A says he was legitimately engaged in trying to change his account to a different region as permitted by the terms and conditions, and Wise’s decision must ... (2 pages)View decision -
Decision Reference DRN-5115436
14 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5115436 The complaint Miss S complains Lloyds Bank Plc (“Lloyds”) closed her account upon application. She’s unhappy Lloyds keep declining her applications for an account with it. What happened The details of this complaint are well known by both parties, so I won’t repeat them agai... (2 pages)View decision
