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
-
Decision Reference DRN-5732792
8 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5732792 The complaint Mr and Mrs S complain that U K Insurance Limited (‘UKI’) included an endorsement on their buildings and contents policy without making it clear during the sales process it would be doing this. What happened Mr and Mrs S tried to take out a buildings and conten... (2 pages)View decision -
Decision Reference DRN-5603256
8 Aug 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5603256 The complaint Mr T says Zopa Bank Limited irresponsibly lent to him. What happened Zopa gave Mr T a 36-month loan for £10,000 in March 2022. The monthly repayments were £392.10 and the total repayable was £14,115.59. Mr T has told us he entered a debt management plan in Apri... (3 pages)View decision -
Decision Reference DRN-5594865
8 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5594865 The complaint Mr M complains that National Westminster Bank Public Limited Company, trading as NatWest Boxed, acted irresponsibly when he applied for a loan. What happened Mr M explains that he suffers from mental health issues including severe depression and anxiety and th... (4 pages)View decision -
Decision Reference DRN-5721995
8 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5721995 The complaint Mr W complains that Santander UK Plc failed to record his vulnerability in its records. As a result, it allowed him to close an ISA, with a loss of interest and tax benefits He is the brother of and is represented by Ms W, who holds a Power of Attorney (PoA) fo... (3 pages)View decision -
Decision Reference DRN-5742180
8 Aug 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5742180 The complaint Mr B complains about Tesco Personal Finance Limited trading as Tesco Bank’s handling of a claim he made under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened In January 2022, Mr B received a letter from a company that administers a timesh... (5 pages)View decision -
Decision Reference DRN-5289171
8 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5289171 The complaint Mr and Mrs L complain that Nationwide Building Society won’t reimburse the money they paid for building work which was not completed. What happened Mr and Mrs L instructed a building company, which I’ll refer to as ‘M’, to carry out extensive works on their pro... (3 pages)View decision -
Decision Reference DRN-5725700
8 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5725700 The complaint Mr and Mrs C complain TSB Bank plc won’t refund transactions made on their current account which they say were unauthorised. What happened On 12 May 2024, Mr and Mrs C noticed 26 transactions totalling £501 had been made from their account to a gambling websit... (3 pages)View decision -
Decision Reference DRN-5712322
8 Aug 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-5712322 The complaint Mr W complains that Sainsbury’s Bank Plc (“Sainsburys”) unfairly cancelled his policy and pursued him for outstanding fees, despite the fact that there was an error by his bank which meant payments weren’t processing correctly. What happened Mr W took out a hom... (3 pages)View decision -
Decision Reference DRN-5732418
8 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5732418 The complaint Mr and Mrs K’s complaint is about a claim Mr K made on their Royal & Sun Alliance Insurance Limited (‘RSA’) legal expenses insurance policy. Mr K says RSA treated him unfairly. What happened Mr K made a claim on his and Mrs K’s RSA legal expenses insurance ... (4 pages)View decision -
Decision Reference DRN-5721186
8 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5721186 The complaint Ms M complains Monzo Bank Ltd didn’t refund transactions on her account which she says she didn’t make or authorise. What happened Ms M disputed two payments made on 1 April 2024 for £36.99 and £8 to a takeaway shop. Monzo initially refunded the payments but l... (4 pages)View decision
