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 246785 results
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Decision Reference DRN-5610570
19 Jun 2025 Santander UK Plc UpheldMortgagesDRN-5610570 The complaint Mr and Mrs S complain that Santander UK PLC failed to comply with the terms of the Debt Respite Scheme (Breathing Space Moratorium and Mental Health Crisis Moratorium) (England and Wales) Regulations 2020 for the following reasons: 1. Santander didn’t apply to... (7 pages)View decision -
Decision Reference DRN-5446533
19 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5446533 The complaint Mr B complains Clydesdale Bank Plc (trading as Virgin Money), “Virgin”, incorrectly managed his account, refused to refund him for unauthorised transactions, provided poor customer service and closed his account without an explanation. What happened The facts o... (3 pages)View decision -
Decision Reference DRN-5569200
19 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5569200 The complaint Mr G complains about some adverse information recorded with credit reference agencies by BMW Financial Services (GB) Limited trading as Alphera Financial Services. What happened In July 2019, BMW accepted an application for a hire purchase agreement in Mr G’s n... (4 pages)View decision -
Decision Reference DRN-5513671
19 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5513671 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) hasn’t refunded him for transactions he says he didn’t authorise. He also complains about issues concerning the administration of his account. What happened In September 2024, Mr S ... (4 pages)View decision -
Decision Reference DRN-5552242
19 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5552242 The complaint Ms C complains that Lloyds Bank PLC provided poor customer service during calls, and she would like further compensation for her time and the unhelpfulness of Lloyds’ agents. What happened On 11 July 2024 Ms C asked Lloyds to refund a payment of £76.58 she had... (3 pages)View decision -
Decision Reference DRN-5365917
19 Jun 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5365917 The complaint Mr J complains about MBNA Limited’s decision not to provide him with a refund for a disputed transaction under a chargeback or Section 75 (S75) of the Consumer Credit Act 1974 (CCA) claim. What happened Mr J purchased flights on 6 May 2024 through a merchant (w... (5 pages)View decision -
Decision Reference DRN-5447726
19 Jun 2025 Equifax Limited Not upheldConsumer CreditDRN-5447726 The complaint Mr L is unhappy that Equifax Limited is reporting information on his credit file, relating to an account he says isn’t his. What happened Around February 2024 Mr L contacted Equifax to say a company I’ll refer to as T, were recording missed payments on his cred... (3 pages)View decision -
Decision Reference DRN-5625769
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsThe complaint Mr P complains that Monzo Bank Ltd didn’t do enough to help him recover the money he lost when he was overcharged by a merchant abroad. What happened Mr P arrived abroad and picked up a taxi at the airport. He needed to make a short journey of around 12 miles and was expectin... (6 pages)View decision -
Decision Reference DRN-5069847
19 Jun 2025 Access Financial Services Limited UpheldInsuranceThe complaint Mr H complains Access Financial Services Limited (“AFS”), his home insurance broker, misrepresented information to an insurer which led to him suffering a significant financial loss when the policy was voided by the insurer following a claim for an escape of water. What happe... (4 pages)View decision -
Decision Reference DRN-5256947
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5256947 The complaint Mr L complains that Bank of Scotland trading as Halifax failed to prevent him losing his money to unknown third parties. Mr L is being represented by a claims management company, but for ease, I’ll only refer to Mr L in my decision. What happened The detailed... (4 pages)View decision
