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 369227 results
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Decision Reference DRN-5490514
23 Jun 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5490514 Complaint Mr F has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says that it ought to have known the loan was unaffordable and so shouldn’t have provided it to him. Background 118 118 Money provided Mr F with a loan for £2,0... (3 pages)View decision -
Decision Reference DRN-5509816
23 Jun 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5509816 Complaint Miss K has complained about a credit card Zopa Bank Limited (“Zopa”) provided to her. She says the credit card was irresponsibly provided as it was unaffordable for her. Background Zopa provided Miss K with a credit card with a limit of £400 in June 2022. The limi... (3 pages)View decision -
Decision Reference DRN-5634467
23 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5634467 The complaint Miss B is unhappy that Nationwide Building Society did not obtain a refund for a payment made using her Nationwide debit card. What happened I issued a provisional decision about this complaint on 9 June 2025, which set out the background to the complaint: “Mis... (4 pages)View decision -
Decision Reference DRN-5594965
23 Jun 2025 Santander UK Plc Not upheldMortgagesDRN-5594965 The complaint Miss B complains that she made an overpayment to her mortgage, and Santander UK Plc then said she could have the money back. But when she asked for it, Santander said she’d gone on to pay off the mortgage completely, so it couldn’t give her the overpayment back... (3 pages)View decision -
Decision Reference DRN-5521061
23 Jun 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5521061 The complaint Mr C complains that AmTrust Specialty Limited has unfairly declined a claim under his legal expenses insurance policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The d... (2 pages)View decision -
Decision Reference DRN-4875207
23 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4875207 The complaint Mrs B complains Barclays Bank UK PLC won’t refund the full amount of money she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submission... (4 pages)View decision -
Decision Reference DRN-5638117
23 Jun 2025 Coventry Building Society Not upheldMortgagesDRN-5638117 The complaint Mr and Mrs G complain that Coventry Building Society withdrew access to the flexible reserve facility on their mortgage account. What happened In 2008 Mr and Mrs G took out a flexible mortgage account with a previous lender. Following a merger in 2010, the acco... (5 pages)View decision -
Decision Reference DRN-5520468
23 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5520468 The complaint Mrs B complains TSB Bank plc allowed transactions to debit her account which she says she did not make or authorise. What happened On 21 September 2024, Mrs B discovered two faster payments for £2,350 and £950 had been made on her current account the day befor... (3 pages)View decision -
Decision Reference DRN-5137529
23 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5137529 The complaint Mrs B complains Santander UK Plc won’t refund the full amount of money she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of... (3 pages)View decision -
Decision Reference DRN-5608481
23 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5608481 The complaint Ms H complains that Nationwide Building Society have unfairly impacted her credit file by reporting her overdraft account as in an arrangement with the credit reference agencies (CRA’s). What happened Ms H had a student overdraft account with Nationwide, which... (4 pages)View decision
