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 381196 results
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Decision Reference DRN-5772035
19 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5772035 The complaint Mr R complains that Madison CF UK Limited trading as 118118 Money re-applied a default against his personal loan after agreeing to remove it. What happened In 2022, Mr R successfully applied for a personal loan with Madison. In July 2024 the loan fell into arre... (3 pages)View decision -
Decision Reference DRN-5698072
19 Sep 2025 Santander UK Plc Not upheldMortgagesDRN-5698072 The complaint Mr W through his representative Mr M complains that Santander UK PLC issued proceedings to recover his property, failed to allow him to redeem the mortgage and unfairly charged him legal fees. What happened Mr W had an interest-only mortgage with Santander whic... (4 pages)View decision -
Decision Reference DRN-5571375
19 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5571375 The complaint Mr H complains that Nationwide Building Society acted unfairly when it asked him for information about his circumstances. What happened Around the end of 2024, Nationwide contacted Mr H asking for more information about his circumstances. Mr H complained becaus... (2 pages)View decision -
Decision Reference DRN-5712195
19 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5712195 The complaint Mr K complained because Clydesdale Bank Plc, trading as Virgin Money: - refused to refund him for transactions he disputed, and - gave him poor customer service, including telling him it had stopped payments when it hadn’t. What happened On 14 December 2024, Mr... (4 pages)View decision -
Decision Reference DRN-5592360
19 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5592360 The complaint Mr M and Mrs M are unhappy with how National Westminster Bank Public Limited Company (NatWest) handled a chargeback following the purchase of a car. As Mr M has been handling this complaint and corresponding with NatWest, on behalf of himself and Mrs M, I will ... (5 pages)View decision -
Decision Reference DRN-5682834
19 Sep 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5682834 The complaint Mr C complains about how Liverpool Victoria Services Limited (LV) handled a claim on his life and critical illness policy. Throughout the claim and complaint process, Mr C has had a representative helping him. In this decision, any reference to Mr C includes th... (3 pages)View decision -
Decision Reference DRN-5586745
19 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5586745 The complaint Mr B has complained about how American Express Services Europe Limited (AESEL) handled a refund claim he made to them. What happened Mr B purchased a chicken coop from a supplier I shall call ‘D’ in December 2022 using his AESEL credit card to the sum of £219.9... (5 pages)View decision -
Decision Reference DRN-5769560
19 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5769560 The complaint Mr A and Ms L have complained about Barclays Bank UK PLC not refunding several payments Ms L says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Ms L f... (4 pages)View decision -
Decision Reference DRN-5692289
19 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5692289 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr A held an account with Monzo. On 10 February 2024, he received £70 from a third party, through a ... (3 pages)View decision -
Decision Reference DRN-5793378
19 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5793378 The complaint Ms J complains Vanquis Bank Limited (“Vanquis”) applied a default to her record despite her being in a payment arrangement. What happened Ms J set up a repayment plan with Vanquis that was due to last for three months at £70 per month. She was unable to stick ... (2 pages)View decision
