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 385994 results
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Decision Reference DRN-5984071
28 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5984071 The complaint Mr I complains that Santander UK Plc won’t refund the money he lost as a result of a scam. The complaint is brought on Mr I’s behalf by a professional representative. What happened The detailed background to this complaint is well known to both parties. So, I’... (5 pages)View decision -
Decision Reference DRN-5542823
28 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5542823 The complaint Mr and Mrs S have complained that Lloyds Bank PLC (Lloyds) won’t refund money they lost to a scam. What happened Between 1 April and 8 July 2024 Mr S made 10 debit card payments totalling £22,682.05, 33 faster payments totalling £104,653.00, and received two c... (4 pages)View decision -
Decision Reference DRN-5905710
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5905710 The complaint Mr W complains that HSBC UK Bank Plc deleted a payee from his account without his knowledge or consent. What happened The background to this complaint is well known to both parties so I will just provide a brief overview of key events here. Mr W had a current... (2 pages)View decision -
Decision Reference DRN-5867925
28 Nov 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5867925 The complaint Mr C complains about a car he acquired using a hire purchase agreement with Specialist Motor Finance Limited (“SMF”). He says the car has had numerous faults and it is no longer driveable. What happened In August 2023, Mr C entered a hire purchase agreement to ... (5 pages)View decision -
Decision Reference DRN-5960799
28 Nov 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5960799 The complaint Mr D complains that MBNA Limited trading as MBNA (“MBNA”) failed to remove a debt from his credit file despite him offering a cheque to settle his credit card account, which they cashed. What happened In November 2023, Mr D sent MBNA a letter enclosing a cheque... (2 pages)View decision -
Decision Reference DRN-5982978
28 Nov 2025 Topaz Finance Limited Not upheldMortgagesDRN-5982978 The complaint Mr D complains that Topaz Finance Limited trading as Jasper Mortgages delayed appointing a Law of Property Act receiver to manage his buy-to-let property. As a result, he says that he’s incurred additional costs and worsened arrears. What happened In 2007 Mr D ... (4 pages)View decision -
Decision Reference DRN-5626167
28 Nov 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5626167 The complaint The estate of Mrs M complains that Barclays Bank UK Plc has not acted fairly in its dealings with the estate and in recovering a second charge debt. What happened Mr and Mrs M had a mortgage with Barclays that was repaid in 2018. Mr M died in 2006 and Mrs M die... (4 pages)View decision -
Decision Reference DRN-5932374
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5932374 The complaint Mr K complains Monzo Bank Ltd won’t refund money he says he lost as part of a scam. Mr K is supported in making his complaint by a representative, but for ease, I’ll refer to Mr K throughout this decision. What happened Mr K has explained that in 2024 he was in... (3 pages)View decision -
Decision Reference DRN-5839971
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5839971 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund him Mr M has brought his complaint to this service with the assistance of a professional representative, but for ease of reading I will refer to Mr M throughout this ... (5 pages)View decision -
Decision Reference DRN-5932379
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5932379 The complaint Mr K complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund money he says he lost as part of a scam. Mr K is supported in making his complaint by a representative, but for ease, I’ll refer to Mr K throughout this decision. What happen... (3 pages)View decision
