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 382298 results
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Decision Reference DRN-5846470
11 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5846470 Following the provisional decision issued on this complaint 24 October 2025. I’ve considered the additional points raised by Mr A. Having done so, my decision remains unchanged. I appreciate that this will come as a disappointment to Mr A and have set out my final decision be... (3 pages)View decision -
Decision Reference DRN-5891419
11 Nov 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5891419 The complaint Mr and Mrs W complain that Bank of Ireland (UK) Plc (BOI) has restarted legal action due to arrears on their mortgage, despite its solicitors writing to them saying that it had ceased all legal action and closed its file. What happened Mr and Mrs W hold a mortg... (2 pages)View decision -
Decision Reference DRN-5746584
11 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5746584 The complaint Miss M is complaining that Monzo Bank Ltd didn’t refund payments she said she didn’t make. What happened The circumstances are known to both parties, so I’ll only summarise them here. Miss M was selling items on an online marketplace. On 16 June 2024 Miss M rec... (4 pages)View decision -
Decision Reference DRN-5787633
11 Nov 2025 Santander UK Plc Not upheldMortgagesDRN-5787633 The complaint Mr C is complaining about the actions of Santander UK Plc because they paid £4,717.42 to the housing association (HA) on Mr C’s behalf without his consent. Mr C said his property has been uninhabitable since 2022 due to sewage flooding caused by the HA’s neglig... (4 pages)View decision -
Decision Reference DRN-5860085
11 Nov 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5860085 The complaint Mr S complains that Madison CF UK Limited trading as 118 118 Money (‘118’) didn’t honour his arrangement to pay his credit card and reported incorrectly to his credit file. Mr S wants his credit file amending and for 118 to pay him further compensation for his ... (3 pages)View decision -
Decision Reference DRN-5845688
11 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5845688 The complaint Mr K complains HSBC UK Bank Plc made an error when they told him his overdraft had been fully paid off, when it hadn’t. What happened Mr K had a current account with an overdraft with HSBC. In November 2023 they decided to close his account and asked for immedi... (3 pages)View decision -
Decision Reference DRN-5859647
11 Nov 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5859647 The complaint Mr L complains Cabot Credit Management Group Limited, have, in relation to two debts: • Failed to provide legally enforceable credit agreements • Refused to provide Deeds of Assignment • Treated him unfairly by threatening court action despite failing to provid... (5 pages)View decision -
Decision Reference DRN-5898315
11 Nov 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5898315 The complaint Mr B complains that Casualty & General Insurance Company (Europe) Ltd declined a claim on his pet insurance policy. What happened Mr B has pet insurance for his dog, which is underwritten by Casualty & General. He made a claim on the policy after his do... (2 pages)View decision -
Decision Reference DRN-5500420
11 Nov 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5500420 The complaint Miss M is complaining that Zopa Bank Limited won’t refund credit card payments she said she didn’t make. What happened Miss M was selling some items on an online marketplace. She was sent some emails which said they were from the marketplace, and it seems that ... (4 pages)View decision -
Decision Reference DRN-5844455
11 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5844455 The complaint Mr F, as director of S, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) have declined to pay an acceptable amount of compensation following his complaint. What happened The background to this complaint is well known to both parties,... (4 pages)View decision
