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 386796 results
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Decision Reference DRN-5358542
1 Jul 2025 Mortgage Agency Services Number Five Limited Not upheldMortgagesDRN-5358542 The complaint This complaint’s about a mortgage Miss T used to hold with Mortgage Agency Services Number Five Limited (hereafter referred to as MAS5). The complaint is comprised of four broad headings, which I summarise as follows 1. The interest rate applied between 2009 a... (4 pages)View decision -
Decision Reference DRN-5353453
1 Jul 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5353453 The complaint Ms M complains about the car she acquired from Motability Operations Limited (“Motability”) not being of satisfactory quality. What happened A new car was supplied to Ms M under a hire purchase agreement with Motability which was electronically signed for in Au... (4 pages)View decision -
Decision Reference DRN-5573492
1 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5573492 The complaint Mr V complains about how National Westminster Bank plc (‘NatWest’) handled his accounts when he was in prison. Mr V wants his loan balance written off and for defaults to be removed from his credit file. What happened Mr V is represented by Mrs C in this matt... (3 pages)View decision -
Decision Reference DRN-5501758
1 Jul 2025 Secure Trust Bank Plc Not upheldBanking and PaymentsDRN-5501758 The complaint Ms P complains that Secure Trust Bank Plc has incorrectly paid interest on her Individual Savings Account (ISA) to her, instead of adding it to the capital. What happened Ms P says she opened the two-year Secure Trust ISA account in January 2024 and was expecti... (2 pages)View decision -
Decision Reference DRN-5440879
1 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5440879 The complaint Ms D complains that National Westminster Bank Public Limited Company (NatWest) have irresponsibly lent to her. Ms D is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they... (3 pages)View decision -
Decision Reference DRN-5466608
1 Jul 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5466608 The complaint Mr M and Miss W have complained that Ageas Insurance Limited (Ageas) unfairly declined a claim under their home insurance policy. What happened Mr M and Miss W contacted Ageas to make a claim for storm damage to their roof. Ageas declined the claim because it ... (3 pages)View decision -
Decision Reference DRN-5424402
1 Jul 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5424402 The complaint Ms G complains Cabot Credit Management Group Limited aren’t very nice to deal with on the phone. She’s also unhappy about reference to her medication when she spoke to them. What happened Ms G has an outstanding debt which Cabot are servicing on behalf of the d... (2 pages)View decision -
Decision Reference DRN-5561563
1 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5561563 The complaint Mr E complains about Santander UK Plc (Santander) after they declined a transaction attempt, and the subsequent service they provided. What happened In January 2025, Mr E attempted a contactless transaction with his debit card, but this was declined by Santande... (2 pages)View decision -
Decision Reference DRN-5216522
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5216522 The complaint Mr L complains that Revolut Ltd won’t refund money he lost when he was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2024 Mr L fell victim to task-based job sc... (4 pages)View decision -
Decision Reference DRN-5159110
1 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5159110 The complaint Mr M complains that Nationwide Building Society unfairly deducted funds from his savings account. What happened In August 2024, Nationwide received an Interim lump sum deduction order (LSDO) from the Child Maintenance Service (CMS), to take £1,269.08 from his a... (2 pages)View decision
