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-5454451
9 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5454451 The complaint Mr M complains about poor service from Santander UK Plc when opening a new bank account. What happened Mr M applied for a bank account with Santander on 25 December 2024 and was told his account with another bank would switch on 7 January 2025. He was told he ... (3 pages)View decision -
Decision Reference DRN-5610565
9 Jun 2025 HDI Global Specialty SE UpheldInsuranceDRN-5610565 The complaint Mr N complains that HDI Global Specialty SE would not progress a claim on his legal expenses insurance policy unless he signed a letter of engagement with solicitors. Where I refer to HDI, this includes its agents and claims handlers acting on its behalf. What ... (4 pages)View decision -
Decision Reference DRN-5567410
9 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5567410 The complaint Miss T complained that Advantage Insurance Company Limited unfairly and unreasonably cancelled her motor policy. What happened Miss T’s policy started on 1 July 2024. She insured her car plus a named driver. Advantage asked Miss T for some additional informati... (3 pages)View decision -
Decision Reference DRN-5610411
9 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5610411 The complaint Ms H complains Bank of Scotland plc (BoS) unfairly declined her section 75 Consumer Credit Act 1974 (CCA) claim for wasted expenditure arising from cancelled flights. What happened I issued my provisional decision on this complaint in May this year. An extract... (5 pages)View decision -
Decision Reference DRN-5488688
9 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5488688 The complaint A company, which I’ll refer to as P, complains about the way Lloyds Bank Plc managed its Bounce Back Loan (BBL) and repayments. What happened In May 2020, P successfully applied for a £23,500 BBL from Lloyds. It also opened a business bank account. BBLs were d... (3 pages)View decision -
Decision Reference DRN-5492551
9 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5492551 The complaint Mrs P complained because Santander UK Plc refused to refund her for transactions which she said she didn’t authorise. What happened Mrs P disputed several payments which had debited her account in February 2024. This decision is about two payments totalling £... (3 pages)View decision -
Decision Reference DRN-5065839
9 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5065839 The complaint Mr R complains Monzo Bank Ltd (“Monzo”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr R said he decided to invest in a cryptocurrency investment opportunity which was popular in his town. He said he made payments from his Revo... (3 pages)View decision -
Decision Reference DRN-5019666
9 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5019666 The complaint Mr O complains that Nationwide Building Society (Nationwide) is refusing to refund him the amount he lost as the result of a scam. Mr O is being represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened The ... (2 pages)View decision -
Decision Reference DRN-5589701
9 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5589701 The complaint Mr B is unhappy with TSB Bank plc. Mr B’s debit card was blocked and it stopped him making a purchase. He went into a local branch to try and resolve the matter. What happened Mr B didn’t like the way staff responded to his requests for help when he was trying... (4 pages)View decision -
Decision Reference DRN-5226490
9 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5226490 The complaint Miss O, via a representative, has complained that Bank of Scotland plc trading as Halifax (“Halifax”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not re... (3 pages)View decision
