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 392389 results
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Decision Reference DRN-5921733
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5921733 The complaint Mr H complains that Santander UK Plc allowed him to make gambling transactions in excess of £26,000 despite being aware of his gambling addiction. What happened In June 2025, Mr H used an online casino to gamble more than £26,000. Mr H complained to Santander b... (2 pages)View decision -
Decision Reference DRN-5859278
10 Dec 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5859278 The complaint Mr G complains that a car he acquired with finance from Mercedes-Benz Financial Services UK Limited (‘MBFS’) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them ... (2 pages)View decision -
Decision Reference DRN-6010674
10 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-6010674 The complaint Mr B complains that TSB Bank Plc delayed processing a cheque he’d paid into his bank account. What happened On 10 July 2025, Mr B paid a cheque for £75 into his TSB bank account at a Post Office – but it was not credited to his account until 17 July 2025. Mr B ... (2 pages)View decision -
Decision Reference DRN-5656607
10 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5656607 The complaint Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance provided Mr K with a £25,000 loan, with a 60-month term, in July 2024. It had a 10.4% APR, and £530.39 monthly repayments. Mr K says the loan was provided irresponsibly. What happened The details ... (2 pages)View decision -
Decision Reference DRN-5927618
10 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5927618 The complaint Mr D 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 D held an account with Monzo. In December 2024, he received some payments through bank transfers. ... (3 pages)View decision -
Decision Reference DRN-6009879
10 Dec 2025 West Bay Insurance Plc UpheldInsuranceDRN-6009879 The complaint Mr F complains West Bay Insurance Plc (West Bay) caused delays in settling liability on a claim on his motor insurance, which he said caused increased insurance premiums. He also said it didn’t refund his policy excess. West Bay are the underwriters of this po... (4 pages)View decision -
Decision Reference DRN-5971313
10 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5971313 The complaint Mr S has complained that Intact Insurance UK Limited (Intact) unfairly declined part of a claim under his home insurance policy. What happened Mr S made a claim for storm damage to his property. Intact assessed the claim, including sending a surveyor to assess... (2 pages)View decision -
Decision Reference DRN-5601435
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5601435 The complaint Mr B, a (‘NatWest’), trading as Mettle, blocked his business account. What happened In February 2025, Mettle restricted Mr B’s account. Mr B got in touch with it on 25 February 2025 and Mettle informed him that his account was blocked. Mr B informed Mettle he ... (3 pages)View decision -
Decision Reference DRN-5857188
10 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5857188 The complaint Miss W complains that Nationwide Building Society blocked her account in error and then unfairly closed her account following some contentious phone calls. What happened Miss W is disgusted Nationwide blocked her account and felt threatened with notifications ... (3 pages)View decision -
Decision Reference DRN-5937969
10 Dec 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5937969 The complaint Mr S complains that a car acquired through a hire purchase agreement financed by N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge’) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complai... (3 pages)View decision