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-5628686
1 Jul 2025 Newcastle Building Society Not upheldMortgagesDRN-5628686 The complaint This complaint is about a mortgage Mrs and Mr H hold with Newcastle Building Society (NBS). The essence of the complaint is that they believe that NBS has passed on increases in the Bank of England Base Rate (BoEBR) but hasn’t passed on decreases that have occu... (4 pages)View decision -
Decision Reference DRN-4961873
1 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4961873 The complaint Mr H complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he lost to an investment scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr H throughout this decision. What happened In summary, Mr H say... (2 pages)View decision -
Decision Reference DRN-5659281
1 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5659281 The complaint Mr P and Ms P are unhappy with the assistance provided by Inter Partner Assistance SA (IPA) under their travel insurance policy. All reference to IPA includes its agents. What happened Whilst abroad, Mr P was bitten by a stray cat. He attended a medical facilit... (3 pages)View decision -
Decision Reference DRN-5195600
1 Jul 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5195600 The complaint Mr B complains about Tesco Personal Finance Limited trading as Tesco Bank’s decision to decline to refund the cost of a rental car booking he says he should’ve been able to cancel. What happened Mr B made a purchase for a rental car with a merchant (who I’ll re... (4 pages)View decision -
Decision Reference DRN-5640379
1 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5640379 The complaint Miss S complains that National Westminster Bank Public Limited Company (“NatWest”) did not complete adequate affordability checks and had it done so, it would have seen the loan offered and advanced to her (by it) was unaffordable. Miss S says she was in financia... (3 pages)View decision -
Decision Reference DRN-5350256
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5350256 The complaint V, a Limited company, complain that Revolut Ltd has unfairly declined to refund two transactions made from its account after it was the victim of a scam. V’s director, Ms E, has appointed a professional representative to assist with this complaint, but for ease... (4 pages)View decision -
Decision Reference DRN-5408866
1 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5408866 The complaint Mrs C and Mr C complain about AXA Insurance UK Plc’s (“AXA”) decision to decline their claim under their home insurance policy. Mr C has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any act... (6 pages)View decision -
Decision Reference DRN-5620591
1 Jul 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5620591 The complaint Ms W complains that Santander Consumer (UK) Plc lent to her irresponsibly. What happened On 13 September 2009, Ms W entered into a fixed sum loan agreement with Santander to acquire a used vehicle. It was agreed on the following terms: Date Amount of credit Mo... (5 pages)View decision -
Decision Reference DRN-5654790
1 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5654790 The complaint Mr P complains as a director of T, a limited company, that Lloyds Bank PLC delayed in giving him access to T’s online account. What happened In February 2024 Mr P contacted Lloyds about his father’s personal accounts with Lloyds. His father was suffering with d... (2 pages)View decision -
Decision Reference DRN-4914757
1 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4914757 The complaint Mr H complains that Monzo Bank Ltd did not reimburse the funds he lost to a scam. What happened Mr H says he fell victim to an investment scam after he found an opportunity online relating to HMO rentals. He began speaking with an individual I’ll refer to as X ... (2 pages)View decision
