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 362196 results
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Decision Reference DRN-5241283
25 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5241283 The complaint Ms S is unhappy with several aspects of the service she received from The Royal Bank of Scotland Plc (“RBS”) surrounding the functionality of her accounts. What happened In May 2023, Ms S opened a current account, a cash ISA, and an investment ISA with RBS. How... (4 pages)View decision -
Decision Reference DRN-5425781
25 Mar 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5425781 The complaint Mr and Mrs X have a long-standing dissatisfaction with how HSBC UK Bank Plc (HSBC) sold and subsequently handled their mortgage account, including its response to Mr and Mrs X’s personal circumstances, their request that their mortgage term be extended and the ... (6 pages)View decision -
Decision Reference DRN-4988890
25 Mar 2025 Zuto Limited Not upheldConsumer CreditDRN-4988890 The complaint Miss M complains that she was mis-sold a conditional sale agreement for a vehicle with Zuto Limited (“Zuto”). What happened In March 2023 Miss M acquired a car via a finance agreement arranged by Zuto. Miss M says she was mis-sold the agreement because she was ... (2 pages)View decision -
Decision Reference DRN-5418574
25 Mar 2025 Principality Building Society Not upheldBanking and PaymentsDRN-5418574 The complaint Mr W complains about his customer experience with Principality Building Society (Principality). He has raised several issues and wants compensation for the distress and inconvenience caused. What happened Mr W has an account with Principality. In December 2024 ... (3 pages)View decision -
Decision Reference DRN-4694359
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4694359 The complaint Mr W is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr W has explained that between September and November 202... (3 pages)View decision -
Decision Reference DRN-5425362
25 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5425362 The complaint Miss S’s compliant is that a car supplied to her under a Conditional Sale Agreement (“CSA”) with Santander Consumer (UK) Plc (“Santander”) was of an unsatisfactory quality. She has asked that Santander take the car back, cancel the CSA and refund her money. Wh... (6 pages)View decision -
Decision Reference DRN-4986277
25 Mar 2025 Telefonica UK Limited UpheldConsumer CreditDRN-4986277 The complaint Mr L has complained about the delivery of a mobile phone supplied under a fixed sum loan agreement with Telefonica UK Limited (trading as O2). What happened Mr L entered into a fixed sum loan agreement with Telefonica. He bought a phone which cost around £800 ... (3 pages)View decision -
Decision Reference DRN-5415754
25 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5415754 The complaint The directors of M Ltd are unhappy that Santander UK Plc has decided not to refund M after it paid money to an investment scam. What happened M invested in a rent-to-rent property scheme. M was introduced to R who produced all contracts, and payments were made... (3 pages)View decision -
Decision Reference DRN-5107532
25 Mar 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5107532 The complaint Mrs M and Mrs S are unhappy with the way their claim was handled by Inter Partner Assistance SA (IPA). What happened Mrs M and Mrs S had travel medical insurance with IPA. They were on holiday when Mrs M became unwell, suffering with back pain triggered by the ... (5 pages)View decision -
Decision Reference DRN-4908798
25 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4908798 The complaint Mrs B complains that Revolut Ltd “Revolut” didn’t do enough to protect her when she fell victim to a scam. What happened Mrs B made payments totalling around £30,000 between June and September 2023. The first set of payments, in June and July, were made by tran... (3 pages)View decision
