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 375868 results
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Decision Reference DRN-5567076
4 Sep 2025 BUPA Insurance Limited UpheldInsuranceDRN-5567076 The complaint Mr V has complained that technical issues with BUPA Insurance Limited’s online portal meant that he was unable to use his private medical insurance policy when he needed it and has incurred costs for medical treatment as a result. What happened Mr V had been e... (2 pages)View decision -
Decision Reference DRN-5756922
4 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5756922 The complaint Mr and Mrs G are unhappy with Lloyds Bank Plc. As Mr G has dealt with most of the complaint I’ll mainly refer to him throughout the decision for ease. Mr G raised many issues as part of his complaint. Branch closures, overstretched staff, centralisation of act... (4 pages)View decision -
Decision Reference DRN-5642703
4 Sep 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5642703 The complaint Ms H complains Coventry Building Society didn’t make it clear that the ISA she was interested in opening paid a variable rate of interest. What happened Ms H had a fixed ISA with Coventry Building Society that was about to mature. She says she’s been a customer... (2 pages)View decision -
Decision Reference DRN-5780607
4 Sep 2025 Yonder Technology Ltd UpheldBanking and PaymentsDRN-5780607 The complaint Miss P complains about the wait time for Yonder Technology Ltd trading as Yonder to respond to messages about her fraud claim. What happened Miss P contacted Yonder on 2 November 2024 to report unrecognised transactions on her account. Yonder suspended the acco... (2 pages)View decision -
Decision Reference DRN-5079647
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5079647 The complaint Mr R complains that Santander UK Plc 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 R has explained that in September 2023 ... (2 pages)View decision -
Decision Reference DRN-5763573
4 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5763573 The complaint Mr and Mrs D complain that Bank of Scotland plc trading as Intelligent Finance unfairly applied a consent to let fee to their mortgage. They ask that the fee is refunded. What happened Mr and Mrs D have a residential mortgage with Intelligent Finance. In 2016 I... (3 pages)View decision -
Decision Reference DRN-5798701
4 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5798701 The complaint Mr D is unhappy with how U K Insurance Limited (UKI) handled a claim on his home insurance policy. What happened The events are well known to both parties and so I won’t go into them again in detail here. In summary, Mr D suffered from an escape of water at a p... (5 pages)View decision -
Decision Reference DRN-5079654
4 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5079654 The complaint Mr R complains that Lloyds Bank PLC (“Lloyds”) 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 R has explained that in Septe... (2 pages)View decision -
Decision Reference DRN-5698062
4 Sep 2025 Mortgage Intelligence Ltd Not upheldMortgagesDRN-5698062 The complaint Miss F and Mr M complain about lack of communication and poor service when they took mortgage advice from an appointed representative of Mortgage Intelligence Ltd. They ask for compensation, an acknowledgement that the service was unacceptable and that the brok... (4 pages)View decision -
Decision Reference DRN-5220395
4 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5220395 The complaint B complains that Barclays Bank UK PLC closed its client deposit accounts and admitted that it had done so in error. What happened B is a company which runs a care home. It held a number of client deposit accounts with Barclays. In January 2022, as part of a kno... (2 pages)View decision
