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 380824 results
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Decision Reference DRN-5591650
1 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5591650 The complaint Mr D complains that Monzo Bank Ltd failed to properly pursue a chargeback. What happened Mr D attended a free online seminar in December 2024 and decided to purchase an interactive training course. This cost £238.15 and he paid using his Monzo account. He kept ... (2 pages)View decision -
Decision Reference DRN-5698540
1 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5698540 The complaint Mr A has complained that Clydesdale Bank Plc trading as Virgin Money, treated him unfairly regarding a chargeback on his account. What happened Mr A raised a chargeback with Virgin Money, regarding money taken from his account by a third party merchant, which I... (2 pages)View decision -
Decision Reference DRN-5750866
1 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5750866 The complaint and background Ms A, via her representatives, complains about the actions of Santander UK Plc (“Santander”) when it restricted access to her account and required branch visits before allowing withdrawals. The details of this complaint are well known to both par... (3 pages)View decision -
Decision Reference DRN-5771952
1 Sep 2025 Santander UK Plc Not upheldMortgagesDRN-5771952 The complaint Mr E’s complaint is about a mortgage he has with Santander UK Plc. He is unhappy that since his mortgage term ended, Santander has charged interest at its standard variable rate (SVR) of interest, despite offering him ‘attractive’ interest rates on occasion. Th... (5 pages)View decision -
Decision Reference DRN-5530700
1 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5530700 The complaint Mrs G complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) lent to her irresponsibly when it provided her with a credit card account. Mrs G is represented in her complaint but for ease I will refer to Mrs G in this decision when talking about he... (4 pages)View decision -
Decision Reference DRN-5551488
1 Sep 2025 Equivo Limited Not upheldConsumer CreditDRN-5551488 The complaint Mr and Mrs S complain that Equivo Limited (Equivo) delayed in providing a statement showing the balance they owed under a debt. They say Equivo’s delay caused them to delay re-mortgaging their home and caused them immense stress. What happened Mr S told our ser... (3 pages)View decision -
Decision Reference DRN-5732345
1 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5732345 The complaint Ms G has complained that Monzo Bank Ltd unfairly defaulted and closed her account. What happened Ms G had an account with Monzo, which was overdrawn. Monzo began chasing Ms G for repayment in March 2023. In May 2023, she explained she’d been in hospital since t... (2 pages)View decision -
Decision Reference DRN-5734217
1 Sep 2025 Madison CF UK Limited UpheldConsumer CreditDRN-5734217 The complaint Ms R complains that Madison CF UK Limited trading as 118 118 Money didn’t make the repayment structure of her loan clear to her. What happened Ms R took out a loan with 118 118 Money for £3000. The interest rate was 47.216%. The total amount repayable was £5,67... (2 pages)View decision -
Decision Reference DRN-5783860
1 Sep 2025 Nationwide Building Society UpheldConsumer CreditDRN-5783860 The complaint Mrs K complains about Nationwide Building Society’s handling of her complaint about a joint loan which she says she didn’t apply for or benefit from. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a... (5 pages)View decision -
Decision Reference DRN-5267482
1 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5267482 The complaint Mr S complains that TSB Bank plc (‘TSB’) won’t refund the money he says was lost as the result of a scam. What happened In 2021, Mr S was looking for investment opportunities. He received a call about buying artwork as an investment. I’ll refer to the company ... (4 pages)View decision
