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 371633 results
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Decision Reference DRN-5142976
3 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5142976 The complaint A limited company, which I’ll refer to as P, complains that National Westminster Bank Plc has unfairly declined to change the monthly repayment date of its bounce back loan (“BBL”). What happened P successfully applied for a £20,000 BBL, which was drawn down on... (2 pages)View decision -
Decision Reference DRN-5520028
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5520028 The complaint Miss L complains that Revolut Ltd won’t refund several payments she says he 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. But in summary and based on the submission... (10 pages)View decision -
Decision Reference DRN-5560335
3 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5560335 The complaint Mr W complains Barclays Bank UK PLC caused him a financial loss and distress and inconvenience when its systems were affected by an IT outage. What happened Barclays had an IT outage over the weekend of 31 January to 2 February 2025, and Mr W was looking to d... (3 pages)View decision -
Decision Reference DRN-5079418
3 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5079418 The complaint Mr C complains about the quality of a used car he acquired through a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’). Mr C says that the car isn’t of satisfactory quality as it has been leaking oil from the time he acquired it. He thinks t... (4 pages)View decision -
Decision Reference DRN-5014896
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5014896 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened In September 2023 Mr A fell victim to what is known as a ‘job’ or ‘task’ scam. He was recruited by someone promising that he could earn money by carrying out simple online ... (8 pages)View decision -
Decision Reference DRN-5379869
3 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5379869 The complaint Ms E complains that Santander UK Plc (“Santander”) haven’t removed her from a joint account she shared with Mr B, and now a default has been recorded. Both Ms E and Mr B have consented to the complaint being considered, but as Ms E is the one bringing the comp... (3 pages)View decision -
Decision Reference DRN-5504751
3 Jun 2025 OneSavings Bank Plc Not upheldBanking and PaymentsDRN-5504751 The complaint Mr G complains about OneSavings Bank Plc (OSB) when a Fixed Rate ISA (FRISA) account matured. What happened After investing into a two-year FRISA in November 2022, OSB wrote to Mr G early November 2024 prior to maturity to make him aware, to detail the availabl... (2 pages)View decision -
Decision Reference DRN-5598693
3 Jun 2025 R. K. Henshall & Co. Limited UpheldInsuranceDRN-5598693 The complaint S complains that R.K.Henshall & Co Limited (RKH) mis sold them a motor fleet policy. This is because it was unaware that the excess payable on one of the vehicles was £1500. What happened S purchased a fleet policy through RKH in November 2024. In Decembe... (3 pages)View decision -
Decision Reference DRN-5584509
3 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5584509 The complaint This complaint is about a mortgage Mr C holds, jointly with a third party, with National Westminster Bank Plc (NatWest). The essence of the complaint is that Mr C believes NatWest is treating him unfairly by refusing to apply forbearance options to the mortgage... (3 pages)View decision -
Decision Reference DRN-5595835
3 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5595835 The complaint Mr R complains that a car supplied to him under a hire purchase agreement with Black Horse Limited is of unsatisfactory quality. Black Horse Limited have upheld the complaint and offered redress. Mr R is left unhappy at the redress offered by Black Horse Limite... (4 pages)View decision
