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-5389146
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5389146 The complaint Mr B complains that Monzo Bank Ltd has unfairly declined to refund a transaction made from his account after he was the victim of a scam. What happened In July 2024, Mr B says he was tricked into disclosing his debit card information relating to an account he h... (3 pages)View decision -
Decision Reference DRN-5769788
27 Oct 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5769788 The complaint X has complained that a car they acquired using finance from Ald Automotive Limited (‘ALD’) wasn’t of satisfactory quality. What happened X entered into a car hire agreement with ALD in June 2023. However, the car broke down on 22 December 2024, and was recover... (2 pages)View decision -
Decision Reference DRN-5732466
27 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5732466 The complaint Mrs F complains that Lloyds Bank PLC won’t reimburse her after she fell victim to a job scam. What happened The circumstances of this complaint, as well as a list of payments complained about, have been set out in detail by our investigator so I don’t intend to... (5 pages)View decision -
Decision Reference DRN-5883952
27 Oct 2025 Nationwide Building Society Not upheldMortgagesDRN-5883952 The complaint Mr P complains that Nationwide Building Society requested further funds to redeem his mortgage after the proceeds of sale had been divided between him and his ex-wife. He says that this should not have happened as he contacted Nationwide before completion to ma... (4 pages)View decision -
Decision Reference DRN-5617365
27 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5617365 The complaint Ms H complains that HSBC UK Bank Plc won’t refund the full amount of money she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submission... (2 pages)View decision -
Decision Reference DRN-5739583
27 Oct 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5739583 The complaint Mr G complains that Cynergy Bank Plc closed his accounts without providing a proper explanation. What happened Mr G had two savings accounts with Cynergy. Mr G has explained that he is a UK citizen of Russian descent and opened accounts with Cynergy to take a... (4 pages)View decision -
Decision Reference DRN-5906857
27 Oct 2025 MBNA Limited UpheldBanking and PaymentsDRN-5906857 The complaint Mr F complains that MBNA Limited lent irresponsibly when it increased the limit on his credit card. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr F originally opened a credit card ... (4 pages)View decision -
Decision Reference DRN-5861479
27 Oct 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5861479 The complaint Miss G is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited (‘SMF’) was misrepresented at the point of supply. What happened SMF. She paid an advance payment of £3,000 and the agreement was for £12,464 over... (4 pages)View decision -
Decision Reference DRN-5643214
27 Oct 2025 U K Insurance Limited UpheldInsuranceDRN-5643214 The complaint Mr E complained that U K Insurance Limited (“UKI”) unfairly declined his claim for damage caused by water ingress, under his and his wife’s home buildings insurance policy. What happened Mr E contacted UKI on 3 January 2025 after damp and mould were noticed in ... (3 pages)View decision -
Decision Reference DRN-5689363
27 Oct 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5689363 The complaint Ms K complains that Astrenska Insurance Limited declined her claim and voided her policy unfairly on the grounds of fraud. What happened In December 2023, Ms K made a claim against her travel insurance policy. She explained that while travelling abroad, a motor... (3 pages)View decision
