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 380712 results
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Decision Reference DRN-5896743
21 Oct 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5896743 The complaint Mr B and Mrs C complain that HSBC UK Bank Plc delayed their mortgage application by requesting unnecessary information from the broker. They believe that HSBC made the process onerous which led to the delays and the application being cancelled on more than one ... (4 pages)View decision -
Decision Reference DRN-5593761
21 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5593761 The complaint Mr and Mrs S complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) failed to link their bank account to their offset mortgage, meaning they’ve been overcharged mortgage interest. What happened Mr and Mrs S have an offset mortgage with NatWest... (3 pages)View decision -
Decision Reference DRN-5728644
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5728644 The complaint Miss O complains about Monzo Bank Ltd requiring her to email a selfie picture for identification purposes, which she has refused to do, resulting in her being unable to access her account. What happened In May 2025, Miss O had difficulty accessing her account ... (4 pages)View decision -
Decision Reference DRN-5880374
21 Oct 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5880374 The complaint Mr and Mrs A are unhappy that Liverpool Victoria Insurance Company Limited (“LV”) didn’t fully pursue their claim against a neighbour under their home insurance policy. What happened Mr and Mrs A returned home one day to find damage had been caused to their gar... (3 pages)View decision -
Decision Reference DRN-5879434
21 Oct 2025 One Insurance Limited Not upheldInsuranceDRN-5879434 The complaint Mr N complains about the service One Insurance Limited (“One”) provided him during a claim under his car insurance policy. What happened Mr N had a motor insurance policy with One covering his car, which was a premium model. The policy was arranged through a br... (5 pages)View decision -
Decision Reference DRN-5852945
21 Oct 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5852945 The complaint Mrs J is unhappy that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited trading as MINI Financial Services (‘BMWFS’) was of an unsatisfactory quality. What happened In November 2024, Mrs J was supplied with a new ca... (4 pages)View decision -
Decision Reference DRN-5390949
21 Oct 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5390949 The complaint and background Mr G through his representative, complains about the actions about the actions of Metro Bank PLC (“Metro”) when it declined to refund him money lost when he fell victim to a cryptocurrency investment scam totalling £64,700. The details of this c... (4 pages)View decision -
Decision Reference DRN-5626041
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5626041 The complaint Mr B complains Monzo Bank Ltd won’t refund the full amount of money he says he lost to a scam. What happened Mr B complains that from December 2021 he made several payments from his account held with Monzo to what he believed was a legitimate investment. When M... (4 pages)View decision -
Decision Reference DRN-5626087
21 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5626087 The complaint Mr B complains Barclays Bank UK PLC won’t refund the full amount of money he says he lost through a scam. What happened Mr B complains that from January 2022 he made several payments from his account held with Barclays to what he believed was a legitimate inves... (3 pages)View decision -
Decision Reference DRN-5756682
21 Oct 2025 Handelsbanken plc Not upheldBanking and PaymentsDRN-5756682 The complaint Mr and Mrs B say Handelsbanken plc (“Handelsbanken”) failed to protect them from financial harm when they fell victim to a scam. Mr and Mrs B have appointed a professional representative who has brought this complaint on their behalf. However, for ease, I will ... (3 pages)View decision
