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 365360 results
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Decision Reference DRN-5345626
13 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5345626 The complaint A company, which I will call N, complains that as a result of poor service by National Westminster Bank Plc (‘NatWest’) it incurred substantial loss of interest on a sum of money it had instructed NatWest to deposit in a Treasury Reserve. Mrs E, who is a direc... (3 pages)View decision -
Decision Reference DRN-5357415
13 Mar 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5357415 The complaint Mr M’s complaint arises out of a mortgage application he made to Barclays Bank UK Plc. Mr M is unhappy that in March 2024 Barclays issued an Agreement in Principle (AIP) that it would lend Mr M up to £171,000. As a result, Mr M spent time and money looking for... (3 pages)View decision -
Decision Reference DRN-5313651
13 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5313651 The complaint Mr S complains Santander UK PLC didn’t do enough to help get a refund for transactions made on his debit card. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. I also acknowledge that Mr S has separate... (2 pages)View decision -
Decision Reference DRN-5370496
13 Mar 2025 Family Assurance Friendly Society Limited Not upheldInvestmentsDRN-5370496 The complaint Miss F complains that Family Assurance Friendly Society Limited trading as OneFamily incorrectly send funds from her child trust fund (“CTF”) to the incorrect bank account provided. What happened Miss F held a CTF with OneFamily. On 19 July 2023, Miss F attempt... (2 pages)View decision -
Decision Reference DRN-5088108
13 Mar 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5088108 The complaint Mr B complains about the quality of a car he acquired under a conditional sale agreement with Santander Consumer (UK) Plc (Santander). When I refer to what Mr B has said and what Santander have said, it should also be taken to include things said on their beha... (3 pages)View decision -
Decision Reference DRN-5297568
13 Mar 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5297568 The complaint Mrs B is unhappy with AXA PPP Healthcare Limited (AXA) because of issues accessing online account on her private medical insurance policy. She’s also unhappy with the delays caused by AXA regarding her ongoing treatment. What happened The background of this com... (3 pages)View decision -
Decision Reference DRN-4765369
13 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4765369 The complaint Ms B complains that Santander UK Plc won’t refund money she says she lost when she fell victim to a scam. A representative who I will call “C” complains on behalf of Ms B. What happened The background to this complaint is well known to both parties, so I won’... (3 pages)View decision -
Decision Reference DRN-5276300
13 Mar 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5276300 The complaint Mr G complains that Madison CF UK Limited trading as 118 118 Money didn’t do enough to help him when he told it about a dispute he had with a merchant, over goods paid for using his 118 118 credit card. What happened In June 2023 Mr G purchased a number of T-sh... (3 pages)View decision -
Decision Reference DRN-5339675
13 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5339675 The complaint Mr H complains that Nationwide Building Society hasn’t refunded a payment he made. What happened In April 2024, Mr H bought a used car. The cash price of the car was £9,700 and he paid £9,601 of that using his Nationwide credit card. In August 2024, Mr H approa... (3 pages)View decision -
Decision Reference DRN-4658589
13 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4658589 The complaint Mr H complains that Lloyds Bank PLC hasn’t refunded him the full amount of money he lost after he fell victim to a scam. What happened Lloyds looked into the complaint and upheld it in part. It offered to refund 50% of Mr H’s payments he made from payment two.... (3 pages)View decision
