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-5937477
7 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5937477 The complaint Mr N is unhappy that TSB Bank plc charged interest on his credit card account which he feels was applied incorrectly. What happened Mr N has a credit card account with TSB and made sure that he paid off the full balance of the account on a monthly basis by the... (4 pages)View decision -
Decision Reference DRN-5937474
7 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5937474 The complaint Miss P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) dec... (3 pages)View decision -
Decision Reference DRN-5786730
7 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5786730 The complaint Miss R and her husband Mr S complain that U K Insurance Limited trading as Churchill (“UKI”) mishandled her claim on her motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2016. ... (4 pages)View decision -
Decision Reference DRN-5863212
7 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5863212 The complaint X says Wise Payments Limited (“Wise”) refuses to refund him for an unauthorised transaction on his account, and closed his account following his complaint about this. What happened The facts of this complaint are well known to both parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-5161780
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5161780 Complaint Ms S is unhappy that Barclays Bank UK Plc didn’t reimburse her after she reported falling victim to a scam. Background In 2016, Ms S received an unsolicited email regarding an investment opportunity with a business I’ll refer to as Company A. She replied to expres... (3 pages)View decision -
Decision Reference DRN-5937222
7 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5937222 The complaint Mr F and Miss W are unhappy with Santander UK Plc. Mr F and Miss W wanted to take advantage of the Santander switch offer of £150. But Santander said they weren’t entitled to the offer as they hadn’t followed the laid down criteria. What happened Mr F and Miss... (8 pages)View decision -
Decision Reference DRN-5933528
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5933528 The complaint Mrs H complains Barclays Bank UK PLC (“Barclays”) closed her accounts without providing her notice despite saying it did so by letter. Mrs H is also unhappy she wasn’t provided with timely and accurate statements, and that she was provided with incorrect inform... (3 pages)View decision -
Decision Reference DRN-5892507
7 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5892507 The complaint K, a limited company, is represented by its director, who I’ll refer to as “Mr S”. Mr S complains that Metro Bank PLC unfairly closed his business account. What happened Earlier this year, Metro Bank wrote to Mr S advising it had decided to close his account in... (3 pages)View decision -
Decision Reference DRN-5581580
7 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5581580 The complaint Mr and Mrs D complain that Nationwide Building Society (“Nationwide”) hasn’t protected them 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 and M... (3 pages)View decision -
Decision Reference DRN-5898948
7 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5898948 The complaint Mr M is unhappy with the service provided to him by NewDay Ltd trading as Marbles (NewDay) in respect of his credit card account. What happened Mr M brought his complaint to our service for investigation and said he’d encountered various issues in respect of h... (3 pages)View decision
