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 381082 results
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Decision Reference DRN-5449415
5 Sep 2025 SNAP FINANCE LIMITED UpheldConsumer CreditDRN-5449415 The complaint Mr D is unhappy that Snap Finance Limited (Snap Finance) took payments from the wrong account, which he believes led to missed payments. He is also unhappy that, despite having a repayment plan in place, his account was defaulted. What happened The parties are ... (4 pages)View decision -
Decision Reference DRN-5512384
5 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5512384 The complaint Mr M complains about Santander UK Plc. He says that Santander failed to protect him when he fell victim to a scam and would like Santander to refund him the money he has lost. What happened Mr M came across an advertisement for investment being promoted by a ... (3 pages)View decision -
Decision Reference DRN-5570232
5 Sep 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5570232 The complaint Mr D has complained about the quality of a car provided on finance by Lex Autolease Ltd (“Lex”). Mr D has at times been represented by a family member who was also the driver of the car at the time of the events here. But as the agreement was in his name I’ll ... (4 pages)View decision -
Decision Reference DRN-5577981
5 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5577981 The complaint N, a sole trader, has complained that Starling Bank Limited did not reimburse the £13,000 it says it lost to a scam. What happened N entered into a drop shipping agreement with a company I’ll refer to as ‘X’ for the purposes of this decision. It agreed to pay X... (3 pages)View decision -
Decision Reference DRN-5705208
5 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5705208 The complaint Mrs B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to protect her as a vulnerable customer, allowing her to spend substantial sums on gambling. What happened Mrs B has told us, and her bank statements confirm, that she spent considerab... (3 pages)View decision -
Decision Reference DRN-5463491
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5463491 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) have failed to refund around £9,000 she says she lost to a job scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the ... (2 pages)View decision -
Decision Reference DRN-5796164
5 Sep 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5796164 The complaint Mr M complains that HSL have unfairly refused to cancel his student loans despite him having met the threshold for them to do so. What happened II set out the background to this complaint and my initial findings in my provisional decision dated 1 August 2025 (b... (4 pages)View decision -
Decision Reference DRN-5591206
5 Sep 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5591206 The complaint Mr I complains about the service provided in relation to a roadside assistance policy underwritten by Fortegra Europe Insurance Company Ltd. What happened The following is intended only as a summary of the events. Additionally, for the sake of simplicity, I hav... (3 pages)View decision -
Decision Reference DRN-5704182
5 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5704182 The complaint Mr G complains that U K Insurance Limited trading as Privilege has declined a claim for storm damage to his home. What happened This dispute is well known to the parties, so I won’t comment in detail here. But for brief context in keeping with the informal nat... (3 pages)View decision -
Decision Reference DRN-5506658
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5506658 Complaint Mr K is unhappy that Santander UK Plc didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2018, Mr K became aware of an investment opportunity involving a property development company that I’ll refer to as Company A. In August of that ... (2 pages)View decision
