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 380712 results
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Decision Reference DRN-5712255
8 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5712255 The complaint Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) unfairly defaulted his loan account. What happened Towards the end of 2024, Mr H got into difficulties repaying his loan, and he missed two payments. NatWest sent Mr H letters abo... (3 pages)View decision -
Decision Reference DRN-5743348
8 Aug 2025 Santander UK Plc Not upheldMortgagesDRN-5743348 The complaint Ms K complains that Santander UK Plc unfairly declined to port her mortgage. She asks that it refunds the early repayment charge (ERC) and compensates her for costs, such as the product fee she paid to her new lender. What happened Ms K took out a mortgage with... (5 pages)View decision -
Decision Reference DRN-5213990
8 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5213990 The complaint Mr H complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) is holding him liable for the debt on a loan he says he neither applied for nor consented to. What happened The background to this complaint is well known to both pa... (2 pages)View decision -
Decision Reference DRN-5213965
8 Aug 2025 Hastings Financial Services Limited Not upheldConsumer CreditDRN-5213965 The complaint Mr H complains that Hastings Financial Services Limited trading as Hastings Direct (“Hastings”) is holding him liable for the debt on a loan he says he neither applied for nor consented to. What happened The background to this complaint is well known to both p... (2 pages)View decision -
Decision Reference DRN-5741856
8 Aug 2025 U.S. Bank Europe DAC UpheldBanking and PaymentsDRN-5741856 The complaint A company, which I will refer to as T, complains that U.S. Bank Europe DAC (trading as Elavon) did not give it a fair opportunity to challenge a chargeback. What happened Elavon acts as a merchant acquirer for T, allowing T to take payments from its customers ... (4 pages)View decision -
Decision Reference DRN-5689678
8 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5689678 The complaint Miss M complains that Barclays Bank UK PLC failed to sufficiently intervene causing her to fall victim to authorised push payment (APP) employment scams. What happened The background to this complaint is well known to both parties, so I won’t repeat it in det... (3 pages)View decision -
Decision Reference DRN-5499457
8 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5499457 The complaint Mrs E complains that NewDay Ltd failed to adequately reassess her financial circumstances over the lifetime of her account with them. What happened Mrs E had a NewDay branded credit card with a £5,000 credit limit. She says that NewDay failed to adequately reas... (3 pages)View decision -
Decision Reference DRN-5543242
8 Aug 2025 Admiral Insurance Company Limited Not upheldInsuranceDRN-5543242 The complaint Mr C’s complaint is about trade public liability insurance cover with Admiral Insurance Company Limited. Mr C is represented in this complaint but for ease, in the main, I will refer to Mr C only. What happened Mr C took out the policy with Admiral in September... (7 pages)View decision -
Decision Reference DRN-5743133
8 Aug 2025 Zurich Insurance PLC UpheldInsuranceDRN-5743133 The complaint Mr and Mrs W complain that Zurich Insurance PLC (Zurich) declined a claim made under their home insurance policy. Where I’ve referred to Zurich, this also includes any agents acting on their behalf. What happened In January 2025, following a period of snowfall... (4 pages)View decision -
Decision Reference DRN-5506872
8 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5506872 The complaint Miss J complains that NewDay Ltd trading as AO Finance irresponsibly lent to her. Miss J is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by... (2 pages)View decision
